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Patient Experience Specialist

BJC HealthCare Belleville, IL
  • Posted: December 05, 2018
  • Full-Time

Your Career. Made Better.
Memorial Hospital Belleville is located in a well-established west Belleville neighborhood at 4500 Memorial Drive, Belleville Illinois. In addition, we have diagnostic centers in O'Fallon, Illinois, and an off-campus physical therapy center in east Belleville. As a member of BJC HealthCare, Memorial Hospital Belleville provides full and part-time employment for more than 2300 people.

Facts at a Glance:
Accredited by Healthcare Facilities Accreditation Program (HFAP)
Members, Illinois and American Hospital Associations
Licensed by the State of Illinois Department of Public Health
IDPH designated Regional Hospital Coordination Center for the Edwardsville Public Health and Medical Response Region
Serving the healthcare needs of area residents since 1958
Designated Magnet facility by the American Nurses Credentialing Center (ANCC)
Accredited Chest Pain Center with PCI by the Society for Chest Pain Centers
IDPH designated Stroke-Ready Hospital
Medical staff with more than 400 members representing 42 specialties
The Administration Department at Memorial Hopsital provides strategic direction and support to all hospital team members in support of our mission to provide exceptional care and compassionate service.
Join Us!
Role Purpose
Manages the resolution process for patient/family formal complaints. Ensures patient rights are protected as defined by regulation, and in accordance with the hospital mission, vision, values and policy. Primary role is that of objective liaison to patients, family members, physicians and leaders to investigate and resolve patient/family formal complaints accordingly to regulatory requirements.
+ Responsible for developing, implementing and coordinating the program. Acts as the central recipient for formal patient complaints and manages the resolution process to ensure objective standards are upheld. Meets independently with patients and family members to conduct formal complaint interviews, assist with health care navigation questions, and provide investigatory follow-up to patients/families.Coordinates and conducts thorough, objective investigations and prepares appropriate written and/or verbal responses to patients and/or families according to federal regulations and hospital policy.Works with leaders to ensure a thorough review process so findings are complete and according to regulatory standard; including careful research of the medical record, allegation documents, interview summaries, etc.Reports findings to organizational leaders.
+ Manages the patient complaint database and analyzes and reports statistical trends.
+ Develops complex care plans for patients and/or family members in complex medical/behavioral situations. Recommends process improvement strategies based on complex case trending.
+ Partners with Risk Management to investigate complaints; and serves as back-up resource support. Regularly reports issues to Risk Management to assess potential liability associated with complaints.Collaborates on certain investigations that require both departments involvement.
+ Develops, implements and sustains special projects and programs to enhance service culture.Participates in strategy development, implementation and sustainment.Participates in collaboration with other BJC Patient Experience-related departments to develop consistent policies, practices and programs across the enterprise.Supports the manager in special program development and implementation to staff, physicians and community groups..
Minimum Requirements

+ Bachelor's Degree
- Business/Nursing/related
+ 5-10 years

Licenses & Certifications
+ Cert/Lic in Area of Expertise

Preferred Requirements and Additional JobInformation

+ 10+ years
Benefits Statement
Note: not all benefits apply to all openings
- Comprehensive medical, dental, life insurance, and disability plan options- Pension Plan*/403(b) Plan- 401(k) plan- Tuition Assistance- Health Care and Dependent Care Reimbursement Accounts-On-Site Fitness Center (depending on location)-Paid Time Off Program for vacation, holiday and sick time
*Pension does not apply to Memorial Hospital, Memorial Hospital East, Memorial Medical Group, Alton Memorial or Parkland Health Center
Legal Statement

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

Equal Opportunity Employer
REQNUMBER: 1181550-1A

BJC HealthCare


Belleville, IL
62220 USA

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