Patient Experience Specialist

Additional Information About the Role

BJC Healthcare is seeking a Patient Experience Specialist in our Risk Management Department to act as a liason in ensuring patient rights are met. The goal of the role is to be an objective resource for patients, family members, physicians and leaders to investigate and resolve formal complaints.

Hours:

• Monday thru Friday
• 8:00 am-4:30 pm
• No weekends or holidays
• Some flexibility for remote work

Overview

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development.

BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.

Preferred Qualifications

Role Purpose

Manages the resolution process for patient/family formal complaints. Ensures patient rights are protected as defined by regulation, and in accordance with the hospital mission, vision, values and policy. Primary role is that of objective liaison to patients, family members, physicians and leaders to investigate and resolve patient/family formal complaints accordingly to regulatory requirements.

Responsibilities

• Responsible for developing, implementing and coordinating the program. •Acts as the central recipient for formal patient complaints and manages the resolution process to ensure objective standards are upheld. •Meets independently with patients and family members to conduct formal complaint interviews, assist with health care navigation questions, and provide investigatory follow-up to patients/families.•Coordinates and conducts thorough, objective investigations and prepares appropriate written and/or verbal responses to patients and/or families according to federal regulations and hospital policy.•Works with leaders to ensure a thorough review process so findings are complete and according to regulatory standard; including careful research of the medical record, allegation documents, interview summaries, etc.•Reports findings to organizational leaders.
• Manages the patient complaint database and analyzes and reports statistical trends.
• Develops complex care plans for patients and/or family members in complex medical/behavioral situations. Recommends process improvement strategies based on complex case trending.
• Partners with Risk Management to investigate complaints; and serves as back-up resource support. •Regularly reports issues to Risk Management to assess potential liability associated with complaints.•Collaborates on certain investigations that require both department’s involvement.•
• Develops, implements and sustains special projects and programs to enhance service culture.•Participates in strategy development, implementation and sustainment.•Participates in collaboration with other BJC Patient Experience-related departments to develop consistent policies, practices and programs across the enterprise.•Supports the manager in special program development and implementation to staff, physicians and community groups..

Minimum Requirements

Education

• Bachelor's Degree

- Business/Nursing/related

Experience

• 5-10 years

Preferred Requirements

Experience

• 10+ years

Licenses & Certifications

• Cert/Lic in Area of Expertise

Benefits and Legal Statement

BJC Total Rewards

At BJC we’re committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being.

• Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
• Disability insurance* paid for by BJC
• Annual 4% BJC Automatic Retirement Contribution
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

To learn more, go to our Benefits Summary.

*Not all benefits apply to all jobs

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer

Role Purpose

Manages the resolution process for patient/family formal complaints. Ensures patient rights are protected as defined by regulation, and in accordance with the hospital mission, vision, values and policy. Primary role is that of objective liaison to patients, family members, physicians and leaders to investigate and resolve patient/family formal complaints accordingly to regulatory requirements.

Responsibilities

• Responsible for developing, implementing and coordinating the program. •Acts as the central recipient for formal patient complaints and manages the resolution process to ensure objective standards are upheld. •Meets independently with patients and family members to conduct formal complaint interviews, assist with health care navigation questions, and provide investigatory follow-up to patients/families.•Coordinates and conducts thorough, objective investigations and prepares appropriate written and/or verbal responses to patients and/or families according to federal regulations and hospital policy.•Works with leaders to ensure a thorough review process so findings are complete and according to regulatory standard; including careful research of the medical record, allegation documents, interview summaries, etc.•Reports findings to organizational leaders.
• Manages the patient complaint database and analyzes and reports statistical trends.
• Develops complex care plans for patients and/or family members in complex medical/behavioral situations. Recommends process improvement strategies based on complex case trending.
• Partners with Risk Management to investigate complaints; and serves as back-up resource support. •Regularly reports issues to Risk Management to assess potential liability associated with complaints.•Collaborates on certain investigations that require both department’s involvement.•
• Develops, implements and sustains special projects and programs to enhance service culture.•Participates in strategy development, implementation and sustainment.•Participates in collaboration with other BJC Patient Experience-related departments to develop consistent policies, practices and programs across the enterprise.•Supports the manager in special program development and implementation to staff, physicians and community groups..

Minimum Requirements

Education

• Bachelor's Degree

- Business/Nursing/related

Experience

• 5-10 years

Preferred Requirements

Experience

• 10+ years

Licenses & Certifications

• Cert/Lic in Area of Expertise

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development.

BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.