Job Description

ABOUT AUSTIN REGIONAL CLINIC

Austin Regional Clinic has been voted a top Central Texas employer by our employees for over 15 years! We are one of central Texas’ largest professional medical groups with 35+ locations and we are continuing to grow. We offer the following benefits to eligible team members: Medical, Dental, Vision, Flexible Spending Accounts, PTO, 401(k), EAP, Life Insurance, Long Term Disability, Tuition Reimbursement, Child Care Assistance, Health & Fitness, Sick Child Care Assistance, Development and more. For additional information visit https://www.austinregionalclinic.com/careers/

PURPOSE

Directly supports the function of the Compliance & Risk programs to ensure patients and their families can successfully communicate their needs and concerns. This position facilitates the process for the prompt resolution of patient complaints and grievances. Carries out all duties while maintaining compliance and confidentiality and promoting the mission and philosophy of the organization.

ESSENTIAL FUNCTIONS

• Collects, reviews, documents and monitors reported feedback related to care and processes
• Collaborates with workforce members, providers, and leaders across the organization to resolve patient grievances in a timely manner
• Serves as a primary communicator between the patient and leadership verbally and in writing throughout complaint resolution
• Maintains the relevant reporting systems for the Compliance & Risk Team, including email
• Recommends necessary changes in policies, procedures, and services as identified through an investigative process
• Acts as a change agent within organization to ensure patient experience is continually improving
• Maintains thorough and timely documentation
• Remains calm and in control of their own emotions in response to unsolicited provocation
• Adheres to all company policies, including but not limited to, OSHA, HIPAA, compliance and Code of Conduct.
• Regular and dependable attendance.
• Follows the core competencies set forth by the Company, which are available for review on ARC SharePoint.

OTHER DUTIES AND RESPONSIBILITIES

• Assists with other responsibilities of the Compliance & Risk Team
• Performs other duties as assigned.

QUALIFICATIONS

Education and Experience

Required: High school diploma or GED. Two (2) or more years of experience working in a healthcare related setting.

Preferred: Five (5) or more years of job-related experience. Experience using EPIC.

Knowledge, Skills and Abilities

• Ability to engage others, listen and adapt response to meet others’ needs.
• Excellent computer and keyboarding skills, including familiarity with Windows.
• Excellent verbal and written communication skills.
• Skill in establishing and maintaining effective working relationships with patients, families, community groups and organizations, physicians, employees, and the general public.
• Ability to manage competing priorities.
• Ability to perform job duties in a professional manner at all times.
• Ability to understand, recall, and communicate, factual information.
• Ability to organize thoughts and ideas into understandable terminology.
• Ability to apply common sense in performing job.

Work Schedule: Monday - Friday 8AM - 5PM (Hybrid)