Under the direction of the Director, Service Excellence, coordinates customer service support and follow up services to patients to ensure exceptional customer service. Assists the Director of Service Excellence with patient rounding, staff customer service training, and other initiatives to promote service culture. Serve as internal resource for managers in the use of the online patient satisfaction survey data tool and related data analysis. Monitor patient satisfaction best practices within healthcare industry and serve as organizational resource for related information. Presents continued education programs for staff on Service Excellence and in new hire orientation. Develops and implements various customer care programs to increase the awareness of quality care for the patients and their families. Promotes and supports initiatives to improve the patient experience. Builds and maintains effective working relationships with patients, physicians, employees, and visitors in a friendly and cordial manner, in person or on the telephone, thus promoting a positive service image for HVSH. Works with the medical staff to facilitate any patient care issues that arise on a day to day basis. Documents, analyzes, and implements programs to address patient concerns to help increase customer satisfaction. Identifies patient concerns, assesses patient satisfaction and facilitates resolution of concerns with the delivery of hospital services based upon patients' rights and hospital policies and procedures. Provides priority visits to special need patients and/or patients who have previously expressed concerns with hospital care/service, and functions as a liaison between clinical staff and families of patients in critical or emergent conditions. Assists in the identification of John and Mary Does and/or unidentified families/significant others. Maintains records, statistics and documentation reflective of patient/family interventions. Assists in the development/ implementation of policies and procedures related to Service Excellence/Patient Experience services and other departmental projects. Supports as a liaison to physicians and employees regarding services, and provides instruction to hospital staff regarding the purposes/practices of patient advocacy services. Responds to formal patient complaints, performs service recovery during patient hospital stay and makes follow-up phone calls to patient to address patient care concerns and assist with questions regarding medications and follow-up care instructions. May respond and/or coordinate Illuminate phone calls and other customer service investigations with nursing managers and Director, Service Excellence. Works with the patient/family members as an advisor to facilitate the resolution of care issues.
1. Bachelor's Degree from an accredited university, or the equivalent combination of education and/or experience. Graduate from an accredited school of Nursing and license to practice as a Registered Nurse (RN) in the State of Michigan preferred.
2. Two years of experience in customer service, process improvement or patient experience.
3. Previous experience working in a healthcare setting. Clinical patient care experience preferred.
4. Computer and strong data analysis skills preferred.
Primary Location: Detroit, Michigan
Facility: DMC Children's Hospital of Michigan
Job Type: Full-time
Shift Type: Days
Employment practices will not be influenced or affected by an applicantâ��s or employeeâ��s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Internal Number: 2105021770
About DMC Children's Hospital of Michigan
Tenet Healthcare Corporation (NYSE: THC) is a diversified healthcare services company headquartered in Dallas with 112,000 employees. Through an expansive care network that includes United Surgical Partners International, we operate 65 hospitals and approximately 510 other healthcare facilities, including surgical hospitals, ambulatory surgery centers, urgent care and imaging centers and other care sites and clinics. We also operate Conifer Health Solutions, which provides revenue cycle management and value-based care services to hospitals, health systems, physician practices, employers and other clients. Across the Tenet enterprise, we are united by our mission to deliver quality, compassionate care in the communities we serve.