Title: Patient Quality and Recovery Representative
Department: Operations
Reporting Relationship: Quality Manager
Authority: None
Classification: Non-Exempt – full time
Summary:
This role is an important role in ensuring our Mission, Vision and Values to our patients and staff. They will act as a liaison, provide service information, answer questions and lead in resolving any merging problems that our patients might have. This person is genuinely excited to help our patients. They are kind, empathetic and passionately communicative. They lead by putting themselves in the other’s shoes, advocating for our patients when necessary.
Responsibilities (How this position enhances our Mission, Vision, and Values)
Mission – Improve the Quality of Life of Others:
- Greet all patients and visitors in a friendly, professional, and efficient manner.
- Handles all patient compliments and complaints, reaching out to patients, assisting in the reconciling of issues and supports providing solutions moving forward.
- Develops and implements Customer service and service recovery programming and infrastructure throughout the organization
Vision:
- Exceptional customer service skills.
- Maintain Medstatix, our patient feedback platform, updating provider changes and reporting out information gathered.
- In collaboration with other leaders, ascertains when performance improvement is needed and leads, implements, and evaluates performance improvement initiatives as indicated by key performance goals and benchmarks.
- In collaboration with other leaders, develops managers and teams to create an “open door customer experience” that enables open door to be known as the provider of choice in the east central region.
Values:
- Good communication skills and ability to work closely with others and in teams.
- Willing to continually update skills and knowledge regarding healthcare procedures.
- Ability to maintain patient confidentiality.
- Works with our CMO and Deputy CMO to reassign patients to new providers based on provider and patient needs.
- Pulls monthly reports for patient quality and feedback, as assigned by supervisor.
- Develops and provides customer service and service recovery training across multiple specialties and role functions during onboarding, routine meetings, during new program implementation, and when needed.
- Handles all patient complaints and provider change requests and assists in navigating complaint to appropriate department for maximal resolution
- Conducts service recovery/mitigates issues of complain escalation in collaboration with leadership
- Manages all metrics related to customer service and patient feedback, and reports out weekly and monthly analytics to other leaders for benchmarking and performance improvement purposes
- Participates in meetings as indicated by direct supervisor
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines, and policies.
- All other duties as assigned.
About you:
- Able to multi-task.
- Can work under pressure and meet deadlines.
- Able to work with a high degree of precision and attention to detail.
- Able to react calmly and effectively in emergency situations.
- Great telephone and computer skills.
- Compassionate and has a strong passion for excellent service.
- Able to work unsupervised.
- Requires sitting for long periods of time.
- Requires occasional bending, stretching, or lifting.
- Must be able to work under stressful conditions during some periods of time.
- Requires hand-eye coordination, manual dexterity sufficient to operate a computer keyboard, copy machine, phone, calculator, and other office equipment.
- Must be able to hear normal range of voice.
Typical Working Environment: Work is performed in a normal office environment. May require driving to all clinic sites. May also require travel and occasional evening or weekend work.
Education: High School diploma or GED equivalency preferred.
Experience: Experience in a health care setting and/or in an office preferred.
Job Type: Full-time
Work Location: Multiple Locations
Source: Indeed.com
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