Job Description

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

This position acts as a liaison between patients, patient families, and the organization by initiating and managing the complaint process through the customer service department. This position works with managers and providers as an additional resource to de-escalate dissatisfied patients and families and negotiate resolutions with authority from the Director and/or Manager. Provides basic and complex preventative assessment of processes, procedures and programs including in-service education, consultation, and liaison activities. This position is not responsible for providing patient care.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

Essential Functions

• Evaluates patient relation issues to determine appropriate actions for risk mitigation in coordination with department management or other administrator.
• Investigates complaints, reviews the circumstances with involved parties, and makes recommendations for resolution. May participate in the negotiation of resolution, within authority granted by department management.
• Partners with the Risk Management department in the management of non-litigation, high level complaints and grievances.
• Completes case summaries on all new cases.
• Completes notifications for DNV compliance with tracking and reporting.
• Maintains all files and/or other documents associated with patient relations investigations.
• Assists the director and manager in the preparation of special reports or in response to requests for information.
• Responds to questions from staff relating to general points of protocol.
• Tracks concerns and issues and assists in the preparation of ongoing metrics.
• Reviews variance reports to identify and analyze trends with Quality Improvement and Patient Safety departments.
• Assists in the development of educational programs and provides in-service training on customer service topics, both basic and complex, as needed or requested.

Knowledge / Skills / Abilities

• Ability to perform the essential functions of the job as outlined above.

• Demonstrated human relations and effective communication skills.

• Non-routine problems may be handled independently, but it is expected that such actions will be coordinated with the appropriate officials.

• Ability to learn and gain expertise with the organization and department-specific computer programs.

• Ability to function independently and interdependently within a team, and under minimal supervision.

• Ability to handle highest level of confidential information.

• Demonstrated attention to detail, conflict resolution, and report preparation skills.

Qualifications

Required

• Bachelor's degree in a health care related field, or the equivalency.
• Two years of health care, operational, or business experience.

Qualifications (Preferred)

Preferred

• Previous work experience in risk management, quality improvement, or a patient safety related field.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull, or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements

Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking