At Trumbull Regional Medical Center, we are committed to improving the health of our communities by delivering exceptional, personalized health care with dignity, compassion and respect. Our continued focus on the patient experience informs our caregivers in how to provide care that is respectful of and responsive to individual patient and family preferences, needs and values.
We dedicate ourselves in the communities we serve to delivering affordable health care to all and being responsible partners. No matter what your role, as a member of the Steward family, you are a specialist in the making every patient and family feel right at home, every co-worker a key to our success, and every referring practice, a team of prized colleagues.
In support of this, we commit ourselves to the following values:
Responsible to Trumbull Regional Medical Center for supporting the corporate mission, vision, and values. Reporting to the Chief Quality Officer and working in partnership with the hospital administrative team to investigate, resolve, document and report patient and visitor compliments and concerns. Facilitate resolution of complaints and grievances of patients, family members and visitors. Develop, implement and participate in customer service and patient relations initiatives. Provide monthly accountability and variance analysis of customer service outcomes.
RESPONSIBILITIES AND MAJOR DUTIES
- Document patient, family, and visitor concerns, complaints and grievances. Include patient demographics, area or unit of the hospital involved, synopsis of the incident or concern, actions taken to resolve, and outcome.
- Utilizes a risk assessment analysis tool to each complaint to ensure appropriate triage of complaint to concerned parties
- Investigate complaints and grievances and work collaboratively with physicians, directors and managers of the involved units to develop a response to the complainant and an action plan to address identified opportunities for improvement. Responses to complainants must be completed in a timely manner in accordance with the complaint/grievance policy.
- Compose letters, memos, etc. to patients, visitors, physicians, and hospital leadership as necessary ensuring grammatical accuracy and according to the terms of the grievance policy
- Coordinate an implementation plan for the plan of action in collaboration with the involved physicians, directors, managers, hospital leadership and Risk Manager
- Identify systems related problems via patient and family complaint data; work collaboratively with physicians, administrators and staff to resolve.
- Analyze complaint and grievance data and collaborate with on a monthly basis. Conduct monthly accountability and variance analysis of customer service outcomes.
- Collaborate with unit leadership to meet customer service and clinical quality outcomes.
- Assist in the preparation of annual and quarterly executive reports for senior leadership, present data to leadership teams.
- Participate in committees work groups and or process improvement teams that improve patient and customer satisfaction.
- Other duties as assigned.
The above statements reflect the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all the work assignments that may be inherent in the job.
EDUCATION AND EXPERIENCE
- Bachelor of Science degree in Nursing or health related field required or actively pursuing.
- Minimum of 3 years’ experience in a healthcare setting or patient advocacy environment.
- Current license to practice nursing in the State of Ohio
Important COVID message
Please note, Trumbull Regional Medical Center is taking additional, necessary preparations to ensure patients can receive compassionate care in a safe, carefully managed environment - with confidence and without fear. Our Safe and Ready program consists of a rigorous [five-point] standard ensuring patient safety, confidence and convenience: Expanded hours will allow previously canceled procedures to be scheduled as quickly as possible. Any COVID-19 related care takes place in designated areas away from other patients and their families. Emergency Departments are reorganized to be a safe place to treat all emergency patients. A stringent cleaning policy has been implemented throughout the hospital. A strictly controlled visitor and masking policy is required for patient safety. You can rest assured that we have made the necessary preparations to provide care in a safe, controlled and professional way.
Steward Health Care is an Equal Employment Opportunity (EEO) employer. Steward Health Care does not discriminate on the grounds of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic.
This position is subject to the COVID-19 Vaccination Policy for Steward Health Care Workforce. Employees in this position will be required to provide adequate proof of vaccination for COVID-19 by an FDA-approved vaccine prior to starting work. Steward will consider requests for exemptions from this vaccine requirement on the basis of medical condition or sincerely held religious belief in accordance with applicable Federal laws.