Job Description

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate. We believe that every award earned, every record broken, and every patient helped is because of the dedicated employees who fill our hallways.

At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters. Come make a difference at Ochsner Health and discover your future today!

This job educates patients, patient advocates, and healthcare providers about methods for assessing, addressing, and reducing patient grievances and complaints. Serves as administrator of patient advocacy program to address patient/family needs at the point of service. Collaborates with providers to guide effective initiatives to improve patient satisfaction and the patient experience. Evaluates grievance process to ensure compliance with all regulatory guidelines. Analyzes and reports out on patient satisfaction data provider departments and appropriate quality meetings as needed. Assists with orientation and training of employees who monitor and address patient grievances and complaints by working with department managers. Provides tools and training to employees for best practices as a means to increase customer satisfaction. Demonstrates actions consistent with company expectations as duties are performed on a daily basis.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company's discretion.

Education

Required - Bachelor's degree in communications, sociology, psychology or related field.

Work Experience

Required - 3 years experience in direct patient relations or customer service.

Knowledge Skills and Abilities (KSAs)

• Proficiency in using computers, software, and web-based applications.
• Effective verbal and written communication skills and ability to present information clearly and professionally to varying levels of individuals throughout the patient care process.
• Excellent interpersonal skills.
• Ability to be empathetic, patient and possess good judgment.
• Strong analytical and problem-solving skills.
• Ability to work a flexible schedule (e.g. 24/7, weekend, holiday, on call availability).

Job Duties

• Reviews and audits patient contacts in database (Feedback Monitor Pro) to maintain compliance with all applicable regulatory guidelines.
• Participates in all regulatory surveys, as appropriate, and performs ongoing gap analysis of patient right regulations.
• Works with appropriate teams to initiate action plans to resolve any discrepancies and monitors action plans for compliance.
• Acts as an advisor for the patient relations team, department staff, and leadership in resolving patient relations issues.
• Oversees management of grievances involving threat of litigation.
• Arranges patient meetings with providers and administrators as needed.
• Supervises communication with patients, families, providers, and administrators for patient relations departments.
• Represents the organization in a professional and positive manner at conferences and meetings to enhance both the organization’s reputation and patient satisfaction and participates in professional organizations for patient experience enhancement.
• Analyzes and reports out on patient relations data to various department and committee meetings.
• Educates and trains staff on any best practices, as it relates to patient relations.
• Performs other related duties as required.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.

Physical and Environmental Demands

The physical demands described here are representative of those that must be met 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.

Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid. There is no occupational risk for exposure to communicable diseases.

Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste. The risk level of exposure may increase depending on the essential job duties of the role.

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