Bargaining Unit: Non Represented - Professional

Rate of Pay: $128,731 annually + DOE

Summary

Coordinates and fosters a culture of patient and family-centered care and service excellence, while improving patient & family experience and patient relations across Tahoe Forest Health System. Serves as the point-of-contact for patients, their families, and members of the community, in the delivery of patient experience services. Develops, implements, and participates in customer service and patient relations initiatives. Uses clinical experience to investigate and assist with the resolution of complaints and grievances. Responsible for the Feedback Event Reporting System.

Essential Duties and Responsibilities

• Oversees the organization's patient experience program, including management of patient experience data sources and reporting systems (Press Ganey, HCAHPS, Provider Transparency Comments, and event reporting databases), and identifies trends and opportunities for improvement.
• Monitors, analyzes, and reports patient experience and service excellence performance, providing actionable insights, recommendations, and progress updates to leadership, Medical Staff, and key stakeholders.
• Facilitates the development and implementation of patient experience improvement initiatives partnering with operational leaders, physicians, APPs, and staff to address identified issues and enhance customer service processes.
• Coordinates, tracks, and follows through on patient experience action plans and improvement activities, ensuring accountability, monitoring progress toward established goals, escalating barriers as appropriate, and communicating results to leadership.
• Promotes the Patient and Family Centered Care (PFCC) philosophy throughout the organization and coordinates initiatives that support a culture of service excellence.
• Coordinates the Service Recovery program, including monitoring trends, identifying opportunities for improvement, and facilitating follow-up with leaders and stakeholders.
• Conducts routine departmental and patient rounding to assess patient experience, identify concerns, and recognize positive service behaviors.
• Collates positive comments and recognition received from patients and families and shares feedback with physicians, APPs, and staff, as appropriate.
• Documents, investigates, and reports patient and patient representative complaints and grievances in accordance with organizational policy and regulatory requirements.
• Performs initial complaint and grievance investigations; coordinates in-depth investigations with Departmental leadership and Medical Staff; facilitates timely resolution and follow-up of identified concerns.
• Composes initial and follow-up patient and patient representative communications in accordance with the Patient/Family Complaints/Grievance policy.
• Maintains the feedback event reporting database for patient complaints, grievances, and billing issues, and monitors trends and opportunities for improvement.
• Leads the organization's formal Grievance Committee and coordinates grievance review, resolution, and reporting activities.
• Coordinates Patient and Family Advisory Council (PFAC) and Service Excellence meetings.
• Represents the department on committees and interdisciplinary teams, as assigned.
• Prepares and presents reports, analyses, and graphical displays related to patient experience, complaints, grievances, and service excellence initiatives for leadership, Medical Staff committees, Board committees, and the Board of Directors.
• Assists with regulatory compliance related to CMS, accreditation, and applicable federal and state requirements, including participation in survey preparedness activities and rounding.
• Demonstrates System Values in performance and behavior.
• Complies with System policies and procedures.
• Maintains a clean and safe working environment.
• Other duties as assigned.

Qualifications

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 individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

No supervisory responsibilities

Minimum Education/Experience

Bachelor's Degree from four-year college or university in a related field and 5 or more years relevant experience

Required Licenses/Certifications

California Registered Nurse (RN) OR commensurate clinical license

• Upon hire

Certified Patient Experience Professional (CPXP)

• Within 1 year of hire into job

Other Experience/Qualifications

Required:

• Strong technical knowledge and an understanding of data elements and data manipulation.
• Strong analytical and problem solving skills and a strong attention to detail.
• Ability to produce analysis of basic quality measure reporting.
• Demonstrates strong communication and customer service skills.
• Demonstrates experience and results in process improvement.

Preferred:

• Master's degree in a related field
• Green belt lean certification