**Employment Type:** Part time **Shift:** Day Shift **Description:** General Summary: 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. **Position Highlights:** + **Competitive salary** + **Benefits –** Medical, Dental & Vision, PTO, Free Parking, Metro Access, Tuition Reimbursement, 403(b) + **Quality of Life:** Flexible work schedules + **Advancement:** Career growth opportunities + **Location:** Holy Cross Health has two hospitals and four healthcare centers all a short driving distance from Washington DC and Baltimore, MD **Description:** + 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. **Responsibilities:** + 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. + Documents all complaints, concerns, and grievances regardless of how complaint was lodged (letter, email, phone call, in-person, social media, etc.) in appropriate system. + Escalates complaint and grievance concerns to Director, Patient Relations, hospital leadership, and Risk Management as appropriate. + Provides a professionally written response to all grievances, tailored to address specific details as described in the complaint or grievance. + Follows procedures for complaint management as outlined in the Complaint and Grievance Policy, following all federal, state, and accrediting body regulatory guidelines. + Actively participates in the development of action plans and programs designed to improve customer experiences. + Actively participates in the implementation of improvement programs and provides guidance and feedback on whether or not those programs are having the intended impact. **What you will need:** **Required:** + Bachelor’s degree in Business, Health Sciences, or related discipline. + Minimum of five years of experience in a hospital setting. + Excellent verbal, written communication, and customer service skills. + Strong interpersonal skills to communicate with and interact effectively with employees, staff, management and administration. + Ability to act in an assertive, though diplomatic matter. + Must have strong negotiating skills. + Experience in leading teams or groups and/or working in a multi-disciplinary environment. + Ability to demonstrate technical skills in collecting, analyzing, and presenting information. + Ability to employ data oriented software (e.g. Word, Excel, Power Point, MIDAS+) **About us:** Holy Cross Health is a Catholic, not-for-profit health system that serves more than 240,000 individuals each year from Maryland's two largest counties — Montgomery and Prince George's counties. Holy Cross Health earns numerous national awards, clinical designations and accreditations across a wide range of specialties for providing innovative, high-quality health care services. _Holy Cross Health is an Equal Employment Opportunity (EEO) employer._ _Qualified applicants are considered for employment without regard to Minority/Females/disabled/Veteran (M/F/D/V) status._ **Our Commitment to Diversity and Inclusion** Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law. Our Commitment to Diversity and Inclusion Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 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. Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity. EOE including disability/veteran