Position Summary 

Champion of the patient experience, responsible for the management of patient complaints and grievances, patient relations and compliance with accreditation standards related to patient rights, and regulatory agency requirements related to management of patient complaints & grievances. Regulatory and accreditation agencies include but are not limited to: The Joint Commission (TJC), Centers for Medicare and Medicaid Services (CMS) Conditions of Participation (COPs), Massachusetts Department of Public Health (DPH), Department of Mental Health (DMH), and Massachusetts Board of Registration in Medicine (BORM) requirements for annual and semi-annual reporting. 

Coordinates the management of patient complaints & grievances as well as patient compliments, such as the intake, investigation, resolution, documentation and reporting of each complaint as well as compiling aggregate data on a monthly basis and distributing reports to key stakeholders in a timely manner, working closely and in collaboration with risk management and the electronic event reporting system. Applies “Just Culture” principles to the investigation process and supports and promotes a non-punitive culture and a learning environment. Facilitates resolution of complaints and grievances of patients, family members and visitors in collaboration with risk management, direct care providers and supervisory and management staff.

In accordance with DMH Regulations 104 CMR 27.1, as the Human Rights Officer will undertake the following responsibilities: (a) To participate in training programs for human rights officers offered by the Department of Mental Health; (b) To inform, train and assist patients in the exercise of their rights; (c) To assist patients in obtaining legal information, advice and representation through appropriate means, including referral to attorneys or legal advocates when appropriate.

Serves as the staff support to the Patient & Family Advisory Council, facilitates, and coordinates the meeting schedule, meeting agendas in collaboration with the SVP, Clinical Operations and VP, Nursing and Operations. Facilitates scheduling related to presentations education sessions, and assures minutes are completed in the appropriate format and completed and submitted within two weeks following each meeting.

EDUCATION AND RELATED EXPERIENCE:

Required:

Bachelor’s or Associate’s Degree in business, public health, behavioral science or related field required. Five years of relevant experience in customer relations, patient relations, or a clinical health care environment. Excellent interpersonal skills, excellent written and oral communication skills, and the ability to interact successfully with physicians, senior leaders, nurses, clinical and nonclinical staff are required. Skilled social work assessment and planning, successful experience using de-escalation techniques Ability to work under minimal supervision, ability to adapt quickly to changes within the work environment required. Must be a team player and have proven success applying a team approach and ability to work in conjunction with nurse managers, nurse directors, and staff in a supportive way to troubleshoot and resolve issues. Is able to address difficult situations with tact and diplomacy. Knowledge of healthcare environment and regulatory requirements regarding patient rights and management of patient compliant s and grievances preferred. Must be able to communicate patient and visitor rights and responsibility to patients, family members and staff.

Preferred:

Master’s Degree in business, public health, behavioral science, or related field preferred. Lean certification and experience preferred.