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Henry Ford Health System Care Experience Specialist / Full-time / Days - Detroit in Detroit, Michigan

GENERAL SUMMARY:

Provides a variety of services to support the Care Experience Department. Performs front line coordination of very complex, high profile patient relations issues for Henry Ford Health System. Actively works with health care members to meet or exceed customer expectations. Mentors, guides, and coaches team members at all levels of the organization in complaint management and customer service issues.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Advocates for patient and family presence throughout the organization. Ensures that patients, families, visitors, staff and physicians are treated with kindness and respect.

  • Coordinates the grievance/complaint process for cases as required by accreditation. Manages the patient and family complaint process within HFHS. Leads all communication efforts between patients, their families and identified staff and physicians for effective issue resolution. Leads the review of grievances for effectiveness, including review of process and documentation.

  • Engages with patients and families to collect compile and analyze data. Identifies trends and makes recommendations for process corrective action plans.

  • Effectively reduces the risk of litigation to the organization. Serves as the face of the organization when there is perceived adverse outcome or when a patient or family identifies where the standard of care was not followed. This may be done in coordination with Risk/Quality. Serves as a representative for the organization related to all CMS/State/Federal surveys in support of or absence of the Director.

  • Assists in improvement efforts by proactively working with other departments within the organization such as Risk/Quality and Legal to ensure issues are identified and resolved in a mutually beneficial manner for the patient/family and the organization. Works closely with the patient and family for ongoing issues related to claims in coordination with other departments across the organization.

  • Maintains effective communication channels to ensure timely completion and coordination of projects within the Care Experience area and throughout HFHS.

  • Assumes accountability for special projects delegated by department leadership. Performs complex case review research requested by Administration, Legal, or department leadership. Resolves problems requiring in-depth knowledge of organizational and corporate structures, protocols, policies, procedures and strategies. Informs Administration, Legal, or department leadership of any deviation on items requiring their attention. Ensures timely completion and an excellent work product. Presents findings and progress to appropriate HFHS leadership. Ensures

  • that services are provided in accordance with State and Federal regulations, organizational policy, and accreditation/compliance requirements.

  • Manages and coordinates several complex concurrent projects. Coordinates and facilitates interdepartmental resolution activities.

  • Assesses data output to develop reports and presentations to meet special requests from leadership staff and reviews reports data to determine accuracy.

  • Supports and trains other staff members to ensure that the work is within regulatory guidelines as well as supporting the key strategies of the organization. Provides ongoing mentorship for the Care Experience and leadership team members in coordination with Director of Care Experience.

  • Specialize job function: Actively participates in safety initiatives and risk/quality measures where appropriate and completes all position and unit safety related competencies and requirements on a timely basis.

EDUCATION/EXPERIENCE REQUIRED:

  • Bachelor's Degree or equivalent experience (minimum 3 years) in healthcare required.

  • Three to five (3-5) years of progressively more responsible experience in a healthcare environment.

  • Customer service experience preferred.

  • Verbal communication must be clear and concise in person and via telephone.

  • Must have demonstrated good judgment and functional math skills.

  • Demonstrated ability to use computer applications and general office equipment. Demonstrated ability to use Excel.

  • Must demonstrate excellent verbal and written communication skills for a variety of audiences.

    Overview

    Under the leadership of President and CEO Wright L. Lassiter, III, Henry Ford Health System is a

    $6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites

    including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and

    other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system

    now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one

    of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the

    health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s

    major academic medical centers, receiving between $90-$100 million in annual research funding and

    remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical

    education and training, the health system has trained nearly 40% of physicians currently practicing

    in the state and also provides education and training for other health professionals including nurses,

    pharmacists, radiology and respiratory technicians. visitHenryFord.com.

    Benefits

    Whether it's offering a new medical option, helping you make healthier lifestyle choices or

    making the employee enrollment selection experience easier, it's all about choice. Henry

    Ford Health System has a new approach for its employee benefits program - My Choice

    Rewards. My Choice Rewards is a program as diverse as the people it serves. There are

    dozens of options for all of our employees including compensation, benefits, work/life balance

    and learning - options that enhance your career and add value to your personal life. As an

    employee you are provided access to Retirement Programs, an Employee Assistance Program

    (Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits.

    Equal Employment Opportunity/Affirmative Action Employer

    Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.
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