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The best thing about this role Are you looking to make a difference by improving the health of our patients? Here you will find an innovative culture that is patient-focused and dedicated to making a difference. We are committed to helping the population we serve, and our communities, achieve optimum health and enjoy the best quality of life possible. Recently named a Forbes America's Best-In-State Employer 2022! What you'll do The Patient Representative Services (PRS) Program Coordinator is responsible for developing a Patient Representative Services Program for Bassett Healthcare Network. The Program Coordinator processes and analyzes patient grievances and complaints through the network. The PRS Program Coordinator is a key organizational resource in connecting patients with departmental managers and directors, throughout the network, ensuring patient and visitor complaints are resolved in a way which improves patient satisfaction, prevents the escalation of events, protects the organization’s reputation, reduces the likelihood of legal action, and ensures compliance with New York State, TJC, DVN, Rural Medical Clinics, and CMS regulations. The PRS Program Coordinator collects and analyzes data regarding patient and family complaints, reporting to Board Committees, Safety Committees, Executive Leadership Team, Clinical Leadership and managerial staff. Prepares reports to identify areas of opportunity which impact patient safety, satisfaction, and organizational reputation. The PRS Program Coordinator is responsible for identifying systems opportunities, escalating concerns throughout the network. Serves as the patient advocate at Bassett Healthcare Network and serves as a representative of Bassett Healthcare Network to patients and family. Facilitates timely completion of patient response letters, escalates response timing to meet regulatory requirements. Manages the RL6 Feedback Software System in relation to leadership mapping, grievance and complaint response and resolution, and is subject matter expert in all areas of grievance and complaint resolution including use and functions of the electronic RL6 Feedback module. Serves as a liaison between patients and all departments of the Bassett Healthcare Network including but not limited to clinical, patient support, nursing and financial. Designs and provides direct training to all members of the leadership team, including Department Chairs, Directors and Managers, regarding regulatory requirements and use of the Feedback module. Supervises and oversees training needs of PRS staff members. Develops processes to track and reduce overdue grievance responses throughout the network. Makes recommendations regarding when patient bills should be placed on hold, develops and continuously monitors tracking system to assure billing is optimized and regulatory rules are met regarding billing for iatrogenic events. Responsible for all aspects of final grievance responses, ensuring thoroughness, courtesy, empathy and reduction of legal liability when possible. Analyzes data, recognizes and reports trends to all levels of the Network including the Board, Medical Directors and Clinical Chiefs. This position is responsible for ensuring that patient/visitor concerns or grievances are processed and resolved in a timely manner in accordance with the governing standards, rules and regulations. The Program Coordinator is an integral part of a multidisciplinary team and collaborates with all network Bassett Healthcare staff members to meet customer service, clinical quality outcomes, and regulatory requirements. In addition, the Program Coordinator will participate on committees, work groups, and/or process improvement teams, which work to improve patient/customer satisfaction, uphold patient rights, and improve the patient experience. Performs all functions of the Patient Representative Services Program Coordinator Explains the policies, procedures and services to patients and employees, relevant to the grievance and complaint process. Maintains expert knowledge and shares knowledge regarding CMS, TJC, Rural Medical Clinics, and NYSDOH regulations, related to grievances and complaints, with all levels of the organization, including leadership and board members. Maintains expertise in RL6 Feedback system, serves as an organizational resource for teaching all members of leadership, including clinical chiefs, directors, business and clinical leaders, use of the system. Maps appropriate leadership resource to receive information in the RL6, assures mapping is updated as leadership responsibility change. Develops reports for Bassett Healthcare Network Leadership Teams, at all levels, to allow for complaint trending and programmatic corrective actions. Compiles, trends, and analyzes complaints and grievances for executive leadership and board reports. Recognizes potential regulatory violations, and/or quality of care concerns and reports them immediately to the appropriate director. This includes, but is not limited to complaint and grievance, HIPPA, and CMS early discharge issues. Recognizes potential liability issues and reports them to the appropriate director; completes medical malpractice event reports. Develops and uses escalation process to assure CMS, TJC, Rural Medical Clinics, and NYS requirements for timely resolution of grievances are met. Coordinates communication between patients, family members, medical staff and administrative staff. Coordinates continuum of care in processing grievances; coordinates grievance responses for multiple network locations. Interviews patients or their representatives to identify problems relating to care and experience. Investigate or direct patient inquiries or complaints to the appropriate personnel and follow up to ensure satisfactory resolution; maintains knowledge of network leader and the leadership structure to facilitate complaint resolution. Ensures accuracy and completeness of PRS database. Collaborates with leadership to track specific customer service and clinical quality outcomes. Documents patient or visitor concerns to include demographic data, synopsis of the incident, actions taken to resolve the outcome, service area, and all relevant categories and ensures the database is current and updated. Acts as organizational liaison for investigation and resolution of missing property complaints and incidents. Identifies system-related problems, via patient/visitor data, and works collaboratively with physicians, administrators and staff to resolve. Assists in the development of monthly and quarterly reports for the Grievance Committee, Performance Improvement Committee, Bassett Medical Group, and staff leadership; compiles adhoc reports as requested. Coordinates grievance appeals with the Network Medical Directors. Participates on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction. Assist Network organizations in resolution of complaints and grievances involving employed providers or multi-facility issues. Identifies and elevates complaints/grievances in which there might be the potential for legal liability. Coordinates interventions/services with the Director of Patient Safety and Risk Management as applicable. Keeps director informed of barriers to complaint resolution, inadequate responses and response time delays. Provides oversite and performance feedback for members of the PRS Department; completes annual appraisals. Performs similar or related duties as requested or directed. What we need from you Education: 4 Year / Bachelor's Degree in healthcare related field with 2 years of relevant healthcare experience, required. Experience may be considered in lieu of education... or 2 Year / Associate Degree in healthcare related field with 4 years of relevant healthcare experience, required. Experience may be considered in lieu of education... or High School or GED in healthcare related field with 6 years of relevant healthcare experience, required Experience: Experience within a healthcare environment and/or medical terminology, required Experience within Bassett Healthcare, preferred Skills: Accountability Accuracy Build Relationships Communication Computer Skills Critical Thinking Decision Making Initiating Projects Interacting with People Take Initiative Strategic Thinking Physical Requirements: Sedentary Work - Exerting up to 10 lbs of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking or standing are required only occasionally, and all other sedentary criteria are met. Occasional lifting, pulling, pushing, reaching, standing, walking Frequent typing/clerical/dexterity, hearing, repetitive motion, seeing/monitor/computer use, talking, visual acuity Travel: Occasional Travel - The job may require travel from time- to-time, but not on a regular basis Total Rewards Bassett Healthcare Network’s commitment to our employees includes benefit programs carefully designed with the needs and values of all our employees in mind. Many of the benefits we offer are paid fully or in large part by Bassett. Our generous benefits offerings include: Paid time off, including company holidays, vacation, and sick time Medical, dental and vision insurance Life insurance and disability protection Retirement benefits including an employer match And more! Specific benefit offerings may vary by location and/or position. Pay Range Salary is based on a variety of factors, including, but not limited to, qualifications, experience, education, licenses, specialty, training, and fair market evaluation based on industry standards. The above compensation range represents a good faith belief of the compensation range by Bassett Healthcare Network, and its entities and affiliates, at the time of this posting or advertisement. Pay Range Minimum: USD $24.25/Hr. Pay Range Maximum: USD $36.38/Hr. We love the difference people bring We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth, or related condition), age, national origin or ancestry, citizenship, disability, marital status, sexual orientation, gender identity or expression (including transgender status), genetic predisposition or carrier status, military or veteran status, familial status, status as a victim of domestic violence, or any other status protected by law.