Customer Advocate

Description

Under the direction of the Customer Experience Regional Director, is recipient of customer and family complaints, coordinates investigation and aids in resolution through closure. Serves as a consulting resource to leaders, physicians, and colleagues on matters related to the MercyOne experience. Supplies data summaries regarding the customer experience and provides areas of opportunity for improvements. Ensures that MercyOne is in compliance with grievance rules and regulations. Works in collaboration with Central Division Customer Experience Specialist as assigned. Services as the Customer Advocate for the MercyOne Regional Health Ministry.

Possesses knowledge of medical procedures and practices relating to patient care and hospital services

Receives customer and family complaints, coordinates the investigation, and facilitates problem solving

Creates, communicates, and distributes timely complaint/grievance reporting information to appropriate colleagues

Communicates with customers and families timely regarding complaints

Maintains records of complaints, documentation, grievance letters and resolutions

Communicates effectively and tactfully with colleagues and customers

Possess a good understanding of performance improvement, patient satisfaction and patient experience

Reviews patient satisfaction surveys for comments and follows up as directed

Affords assistance to departments in identifying opportunities to improve performance and eliminate future complaints

The ability to maintain a high standard of courtesy and cooperation in dealing with co-workers, customers and visitors, and a satisfactory job performance despite the stress of a healthcare environment

Adaptable to performing under stress when confronted with unusual situations in which speed or sustained attention are make or break aspect of the job

Adaptable to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure

Schedule

Full Time Day Shift

Monday-Friday

General Requirements

• Bachelor’s Degree in Business Administration, Hospital Administration, Nursing, Hospitality, or other related field required
• Equivalent combination of education and experience in lieu of degree
• 2 or more years of experience preferred