Summary

This role reports to the Director of Quality Performance and Patient Safety and is under the supervision of the Patient Experience Program Coordinator and serves as primary consultant for all Concord Hospital locations regarding questions and concerns of patients, families, and others. Responds to complaints about quality of care, treatment, and services. Initiates a review of the matter and facilitates and appropriate resolution. Identifies trends and works with management staff to make process improvements. Initiates and/or participates in patient experience programs.

Education

Bachelor’s degree and at least three years related experience and/or training.

Certification, Registration & Licensure

None required.

Experience

Minimum of 3 years experience in a health care environment preferred. Other related backgrounds will be considered based on education and experience. Strong writing skills and ability to critically think and problem-solve. Demonstrated ability to effectively and positively interact with multidisciplinary staff, patients and others. Proficient with Microsoft Office products, databases and/or systems.

Responsibilities

• Responds to all Patient Relations contacts, including answering the Patient Relations phone line.

• Manages grievance/complaint resolution process.

• Responds in writing to all grievances, in accordance with CMS guidelines.

• Maintains Patient Relations database, trends the data, and prepares reports for director, medical staff

  services, and various committees.

• Maintains active involvement with ongoing patient experience initiatives.

• Prepares for accreditation survey.

• Provides education to staff and providers.

• Takes ownership and responsibility for individual performance goals.

Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.

Know Your Rights: Workplace Discrimination is Illegal

Applicants to and employees of this company are protected under federal law from discrimination on several bases. Follow the link above to find out more.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269.

Physical and Work Requirements

The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Dictionary of Occupational Titles Material Handling Classification is SEDENTARY. The employee must regularly lift, carry or push/pull less than 10 pounds, frequently lift, carry or push/pull less than 10 pounds, and occasionally lift, carry or push/pull up to 10 pounds.

While performing the duties of this Job, the employee is regularly required to hear, sit, and speak. The employee is frequently required to do repetitive motion, and perform activities that require fine motor skills. The employee is occasionally required to bend, climb, kneel, reach, squat, stand, and walk.

Specific vision abilities required by this job include near vision.

The employee is occasionally exposed to airborne contaminants, airborne pathogens, and bodily fluids.

The noise level in the work environment is usually quiet.