Job Description:Serves as the department liaison and first point-of-contact for patients, patient representatives, and others seeking assistance from Patient Relations for often complex non-routine patient related issues. Responsible for de-escalating patient concerns, identifying the need for service recovery, and obtaining information from patients or their care givers who may be facing challenging circumstances. Offers education and information to the caller as needed. This role works in tandem with the entire Patient Relations team and fosters and supports a culture that builds trust with patients and family members and where Essentia Health patients feel safe and cared for.Education Qualifications:Key Responsibilities:
Intake of patient feedback, submitted through multiple channels, including phone, email, website, and in person
Complete and concise documentation of concerns, including follow up from patients, and supporting documentation
Triages all feedback submissions to determine the most appropriate team/department to review and respond to the concern
Identifies and escalates high priority events quickly to the appropriate department
Works independently and within a team on special nonrecurring and ongoing projects
Provides useful information to patients and family members on organizational policy and processes
Other duties as assigned
FTE1Shift RotationDay Rotation (United States of America)Shift Start Time8:00amShift End Time4:30pmPay Range$18.09 - $27.14 / hour The approximate base compensation range is posted, but the actual offer will reflect our total compensation and benefits package. The offer will be determined by a number of factors including the selected candidate’s experience, knowledge, skills, abilities, FTE, as well as internal equity among our team.Effective December 1, 2019: Job offers are contingent upon successful completion of a post-offer assessment, including a urine drug screen, immunization review, proof of required vaccinations, and background check. Essentia Health is committed to maintaining a work environment free from the influence of illegal drugs and alcohol.Essentia Health EEO:Essentia Health is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, sexual identity, national origin, disability, protected veteran status, or any other characteristic protected by law.Equal Employment Opportunity (EEO) at EssentiaIt is our policy to afford EEO to all individuals, regardless of race, religion, color, sex, pregnancy, gender identity, national origin, age, disability, family medical history, genetic information, sexual orientation, marital status, military service or veteran status, culture, socio-economic status, status with regard to public assistance, and other factors not related to qualifications, including employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or membership or activity in a local human rights commission, or any other category as defined by law.