Description

GENERAL OVERVIEW:

This job is responsible for the oversight and enhancement of all Service Excellence efforts including complaint, grievance, and internal investigations of patient and family concerns. Duties include service recovery and resolution of complaints, management of complaint and grievance process, patient and family advocacy, tracking and trending, reporting and identification of opportunities for improvement in compliance with CMS, Pa DOH, OCR and TJC regulatory requirements. This role also includes facilitating the Patient Family Advisory Council (PFAC) and providing education and training on service excellence best practices.

ESSENTIAL RESPONSIBILITIES