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Guest Relations Manager at Mercy Medical in Fort Lauderdale, Florida

Posted in Other 30+ days ago.

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Job Description:

51001_82903 Guest Relations
Expected Weekly Hours:
Day Shift

Position Purpose:

Job Description Details:
  • Daily monitoring, coordination, and delegation, and response to patient complaint and grievance database for compliance with Florida Statute 395.0197, Federal Register Condition of Participation CFR 482.13, The Joint Commission (TJC) Standard RI.2.120, Florida Medical Quality Assurance Inc. (FMQAI) and Centers for Medicare & Medicaid Services (CMS) Guidelines.
  • Work in collaboration with Director of Risk Management and Quality Departments in trending of adverse events for system analysis across multiple healthcare settings to promote a culture of accountability for strategic planning with risk reduction strategies and operational performance improvement initiatives via methodologies such as lean process improvement, root cause analysis (RCA), PDCA and SBAR resulting in the enhancement of quality outcomes.
  • Knowledge of incidents constituting as a reportable events as defined by Code 15 Florida Statute Chapter 395.0197.
  • Active participation as subject matter expert for regulatory agency surveying activities
  • Facilitate new hire orientation focusing on organizational culture and core values
  • Create and maintain analytic dashboards to provide full transparency of patient satisfaction data for Front Line Staff and the hospital Board of Trustees.
  • Analysis of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) data via Press Ganey patient satisfaction systems to evaluate and implement countermeasures in line with the organization's Priority Strategic Aims and Key Performance Indicators
  • Coordinate and execute training for leadership response to Patient Grievances and overall Patient Experience
  • Assisting publicly recognized figures whom are publicly recognized as well known international dignitaries and political figures, with respect to their cultural diversity and unique social circumstances
  • Collaboration with Development and Marketing Department in the navigation and facilitation of philanthropists' visits to promote continued affiliation with organization
  • Active participation with organization's Integrity and Compliance program
  • Manage daily operations of Guest Relations and PBX Departments

Must be self-directed with high proficiency in writing correspondence

Must be able to navigate medical records for grievance investigations
  • Minimum Qualifications
  • Associate Degree is required. Bachelor's is preferred
  • Three (3) to five (5) years clinical experience in the health care environment or related industry
  • Required: Excellent verbal and written communication skills, Interpersonal skills, and Medical terminology is necessary; Working knowledge of computers and word processing is necessary.
  • Excellent verbal and written communication skills are necessary as well as interpersonal skills.

Trinity Health's Commitment to Diversity and Inclusion

Trinity Health employs about 133,000 colleagues at dozens of hospitals and hundreds of health centers in 22 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.