"Service Quality Coordinator (Remote) - Faculty Practice Plan"

Position Summary

Position manages specific projects assigned. Will be responsible for coordinating the activities of the project to ensure that goals and objectives are accomplished within the prescribed time frames. This position is remote but may need to attend in-person meetings on occasion.

Job Description

Primary Duties & Responsibilities:

• Manages the operations of the patient complaint process by: Serving as initial contact for all patient complaints received by the Faculty Practice Plan. Assessing complaint content for issues regarding clinical care and/or customer service. Screening complaints for potential Patient Safety/Risk Management issues including chart review. Following up with patients, families, visitors, physicians, management, staff and administration from BJH and SLCH. Consistently demonstrating excellent customer service skills with patients, faculty, staff and WashU Medicine and BJH administration when discussing and resolving patient complaints. Documenting complaints in the Patient Complaint Management/Service Recovery Database. Communicating the resolution of the complaint to the appropriate individuals in a timely manner. Analyzing and reporting trends on a monthly basis.
• Coordinates the reward and recognition program by: Gathering organizing and distributing nominations. Contacting supervisors of nominees to verify eligibility. Reporting selection results to FPP Directors of the Center for Advanced Medicine and Service Quality and Scheduling. Arranging award ceremonies.
• Monitors responses to patient satisfaction surveys.
• Performs revisions to policies and procedures as necessary or at least annually.
• Assists with compiling, writing and distributing the operational reports.
• Facilitates customer service classes as needed.
• Maintains training databases and reports monthly trends.
• Conducts benchmarking surveys with other healthcare or academic institutions as required.
• Performs other duties as assigned.

Working Conditions:

Job Location/Working Conditions: Normal office environment. Physical Effort: Typically sitting at desk or table. Equipment: Office equipment. The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education: Bachelor's degree - Healthcare. Certifications: Registered Nurse - Missouri Division of Professional Registration. Work Experience: Healthcare (3 Years). Skills: Not Applicable. Driver's License: A driver's license is not required for this position.

Preferred Qualifications

Education: No additional education beyond what is stated in the Required Qualifications section. Certifications: No additional certification beyond what is stated in the Required Qualifications section. Work Experience: No additional work experience beyond what is stated in the Required Qualifications section. Skills: Analyze Information, Critical Thinking, Cross-Team Collaboration, Customer Follow-Ups, Customer Service Communication, Deadline Management, Detailed Reports, Diplomacy, Health Insurance Portability & Accountability Act (HIPAA), Information Collection, Interpersonal Relationships, Microsoft Office, Oral Communications, Project Prioritization, Working Independently, Written Communication.

Grade

G13

Salary Range

$65,900.00 - $112,700.00 / Annually