An integral member of the hospital-wide service quality improvement program which addresses the needs of the hospital's internal and external customers. Serves as a liaison between patients and visitors and Holy Cross Hospital leadership, functioning as the "face" of Holy Cross Hospital's Service Recovery in the moment and in coordinating appropriate and timely follow-up from individual department leaders with a single organizational reply. Assists managers with identification and investigation of service quality issues. Responsible for the day-to-day support of the organization's goal to create a culture of exceptional service. Responds to and manages complaints/concerns and written grievances regarding care experiences in collaboration with Risk Management under all federal, state, and accrediting body regulatory guidelines.
Supports and promotes all initiatives of the Office of Patient & Family Experience and support the Mission of Trinity Health and Holy Cross Hospital.
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.