JOB SUMMARY:
Manages complaints, grievances, public relations issues and concerns of an egregious nature including verbal or written issues for WFBH Senior Leadership. Classifies complaints/grievances and determines appropriate follow-up actions, makes recommendations based on knowledge of the facts and escalates cases accordingly. Collaborates with Legal services, Human Resources, and Risk Management to facilitate problem resolution. Facilitates family meetings for resolution of concerns. Manages the Patient and Family Relations volunteer program, providing oversight for departmental volunteers
EDUCATION/EXPERIENCE:
- Bachelors degree in Sociology, Psychology, or other Human Relations field with five years related experience in a Medical Center setting required.
- Masters degree preferred.
LICENSURE, CERTIFICATION, and/or REGISTRATION:
- N/A
ESSENTIAL FUNCTIONS:
1. Serves as a liaison, mediator and point of contact for patients, families, and staff and faculty experiencing difficulties.
2. Explains medical phenomena and hospital policy/procedures in understandable terminology and maintains confidentiality of all information. Handles complex issues/problems and refers only the most complex issues to higher-level staff. Exercises good judgment and discretion, knowing when to escalate problematic situations to achieve resolution.
3. Provides professional support services for all hospital departments/clinics, including management teams, physicians, and administration. Builds relationships and establishes rapport within the Medical Center.
4. Represents Risk Management and executive leadership with written and verbal communications.
5. Advises and contributes to various committees and initiatives within the Medical Center, attends debriefing/disclosure meetings, participates in Charge Nurse Training, serves on organizational committees, facilitates and, relationship building, and negotiations of monetary and billing claims and requests. Possesses comprehensive knowledge of subject matter
6. Reports, investigates, and resolves patient/family concerns. Identifies and reports all relevant aspects of patient concerns and allegations of abuse in a concise and objective manner. Reviews medical records to determine the basis of concerns and to execute the reporting process effectively.
7. Provides verbal or written follow-up in a timely manner by recognizing and prioritizing situations that require immediate attention. Thoroughly addresses specific questions and areas of concern, and implements plans for improvement to prevent the recurrence of reported problems.
8. Analyzes and obtains the information necessary to document grievances in accordance with Medical Center policy as well as state and federal directives. Maintains documentation and completes formal letters of resolution to meet deadlines
9. Collaborates with Risk Management to determine the appropriateness of care, if any financial considerations are advisable, and escalates situations involving safety concerns or legal action.
10. Oversees the departmental Volunteer Services Program and provides an environment of care. Trains volunteers for sensitive and confidential rounding of patients. Ensures volunteer schedule is maintained and assigned duties are performed.
11. Maintains professional knowledge and exhibits versatility. Trains, coaches, and mentors patient experience managers, new hires and less experienced colleagues. Participates in weekly meetings, webinars, completes hospital-required trainings, and attends conferences. Interacts with co-workers in an effective, positive, team-building and professional manner to encourage a cohesive work environment throughout WFBH.
12. Provides age/developmentally appropriate patient care in accordance with Age/Developmental Specific Care Guidelines for specific age groups served.
13. Performs other duties as assigned.
SKILLS & QUALIFICATIONS:
- Exceptional oral and written communication skills
- Exceptional interpersonal, problem solving, and investigative skills
- Works independently and possesses expertise in mediation skills
- Knowledgeable about governmental agency accreditation requirements
- Ability to deal calmly and effectively with people who may be emotionally volatile
- Mediation skills, customer service and/or medical field experience required
- Knowledge of medical terminology and Medical Center service lines/chain of command
Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist’s two main components are an integrated clinical system – anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem – that includes Brenner Children’s Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.
Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.
This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.
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