Service Excellence Officer

Service Excellence Oversight

This position is hybrid, with the option of working from home 2 days / week. Some weeks may require presence 5 days / week in the Pittsburgh, PA or Erie, PA hospital or organization setting.

General Overview : This job is responsible for the oversight and enhancement of all Service Excellence efforts including complaint, grievance, and internal investigations of patient and family concerns. Duties include service recovery and resolution of complaints, management of complaint and grievance process, patient and family advocacy, tracking and trending, reporting and identification of opportunities for improvement in compliance with CMS, Pa DOH, OCR and TJC regulatory requirements. This role also includes facilitating the Patient Family Advisory Council (PFAC) and providing education and training on service excellence best practices.

Essential Responsibilities

• Effectively triage, investigate, resolve and document complaints and grievances while ensuring adherence to the Patient Bill of Rights, regulatory requirements and network policy Patient Complaints, Grievances and Compliments.
• Identify service recovery opportunities and collaborate with clinical and operational teams to address patient and family concerns.
• PFAC & Leadership : Facilitate weekly grievance committee meetings with entity senior leadership.
• Education, Training & Program Development : Design and present teaching, coaching, and mentoring service recovery tools and tactics for caregivers and role models Patient Experience Division behavior and performance expectations.
• Rounding & Communication : Actively rounds in all departments while demonstrating leadership with conflict management and effective communication skills.

Qualifications

Minimum : Bachelor's Degree in Education, Social Work, Counseling, or Healthcare or relevant experience and / or education as determined by the company in lieu of bachelor's degree. 1 year of experience in service recovery, grievance management, or a similar role within a healthcare setting; experience with database and / or regulatory reporting and / or proven teaching, training, and program management preferred.

Customer service skills. Excel, Microsoft Word and Power Point skills.

Disclaimer : The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

Pay Range Minimum : $25.10 Pay Range Maximum : $38.91 Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.