Under minimal supervision by the Director, Patient Relations/Guest Services, provides advanced administrative support to the department by being primary intake for all complaints/grievances expressed by patients/families. Assists patient and family problem resolution by practicing superior active listening skills to ascertain core issues of dissatisfaction and assigning cases to the appropriate Patient Relations team members. Monitors the status of resolution and tracks productivity of the team members which includes preparation of monthly productivity reports. Primary contact for patient property loss including intake, investigation, training of team members to reduce loss and reimbursement to patients mitigating any concerns of risk. Demonstrates exemplary independent judgment, critical thinking skills and knowledge of de-escalation techniques. Daily functions include but are not limited to preparing spreadsheets and presentations, conducting payroll, tracking budgets and financial reconciliations, managing calendars and events, scheduling meetings, and assisting with special projects as assigned. Prepares monthly, quarterly, and annual reports on patient complaints/grievances, property loss and visitor management. Always maintains professional demeanor. Responsible for performing job duties in accordance with the mission, vision, and values of Tampa General Hospital.
Qualifications
Qualifications
- Associate degree in general sciences or equivalent five (5) years healthcare experience with relevant certifications in healthcare.
- Two (2) years of experience in a service position, healthcare is preferred.
- Superior written and verbal communication skills.
- Superior critical thinking and crisis management skills.
- Experience with database entry.