Burlington, MA13 days ago
p>Essential Duties & Responsibilities including but not limited to: Essential Skills · Support patients and families in a complex clinical environment, act as a liaison between patients and LHMC i · Excellent interpersonal skills with individuals who may be in crisis · Working with teams to achieve goals · High level of sensitivity to confidential information · Excellent verbal, written and presentation skills; ability to effectively communicate with all levels of the organization (senior management, physician leadership, and front-line staff) · Superior organizational skills, with the ability to function independently and effectively in a changing environment, develop and meet deadlines, prioritize multiple projects, and manage time effectively · Experience working with data and databases · Strong communications system thinking skills · Able to function effectively, independently and efficiently in a stressful and dynamic work environment · Assist/coach leaders across the organization on service recovery to improve patient experience of care Specific Responsibilities · Under the supervision of the Director of Risk Management and Patient Relations conduct timely investigations and response to all patient concerns/ complaints/grievances for clinical service areas including interviewing staff and reviewing medical records. · Utilizes data management systems to meet regulatory requirements for CMS, DPH, and TJC for complaint management and resolution processes · Works with the RL solution system administrator to coordinate dissemination of data to appropriate leadership staff to highlight clinical service areas' opportunities for improvement efforts, including progress, obstacles and trends in compliment/complaint / grievance data · Drafts formal responses to patients on behalf of senior clinical and administrative leadership (including CEO, COO, CMO, CNO, and CQO) to compassionately relay regret for their perceived poor experience and inform them of how their feedback is being utilized to implement beneficial changes.