PATIENT & FAMILY LIAISON-TRIHEATLH PHYSICIAN PARTNERS

Job Overview:

This position will serve as the primary point of contact for all complaints, issues, or concerns regarding TriHealth Physician Practices (TPP). The liaison will receive, investigate, and resolve all complaints by coordinating with the appropriate TPP practice administrator, physician, and/or other team member.

Job Requirements:

Associate's Degree or Diploma in Business
Equivalent experience accepted in lieu of degree
Proficient in Microsoft Office applications
Excellent verbal and written communication skills

Organizational and time management skills with a proven ability to work in a team environment

Strong computer skills
1-2 years' experience Customer Service Healthcare
Up to 1 year experience Clinical

Job Responsibilities:

Engages in TriHealth Physician Practices service recovery process to include: responding to and resolving service issues or concerns; making recommendations to appropriate team members to resolve service issues or concerns; provide follow up and resolution with patient/family regarding their issue/concern. Enters patient complaints in the appropriate documentation platform (i.e. IRIS/RL).

Obtains information from caller regarding complaint/concern and communicates this to appropriate manager within 24 business hours. Facilitates investigation and service recovery. Prioritizes issues that require immediate attention for resolution. Investigates grievances by accessing electronic medical records, billing records, and/or interviewing appropriate team members and physicians. Offers resolution based on feedback from Leadership. Escalates concerns to supporting departments if indicated.

Identify, monitor, and communicate patient complaint trends with leadership.
Exhibits professional image and behavior toward all internal and external customers. Exhibits dependability in areas such as attendance and timely performance of duties. Demonstrates flexibility and initiative in performing job duties and additional assignments. Manages difficult customer situations, responds promptly to customer needs and requests for service and assistance. Increases the overall CGCAHPS patient experience rating.

Other Job-Related Information:

Excellent interpersonal, oral and written communication skills with a strong attention to detail
Able to work independently
Must possess strong analytical skills with the ability to prioritize and organize
Proficient in Microsoft Word and Excel
Strong computer skills.

Working Conditions:

Climbing - Rarely
Concentrating - Consistently
Continuous earning - Consistently
Hearing: Conversation - Frequently
Interpersonal Communication - Consistently
Kneeling - Rarely
Lifting <10 Lbs - Occasionally
Lifting 50+ Lbs - Rarely
Lifting 11-50 Lbs - Rarely
Pulling - Rarely
Pushing - Rarely
Reaching - Rarely
Reading - Consistently
Sitting - Consistently
Standing - Occasionally
Stooping - Rarely
Thinking/Reasoning - Consistently
Use of Hands - Consistently
Color Vision - Consistently
Walking - Occasionally

TriHealth SERVE Standards and ALWAYS Behaviors
At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS...
* Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
* Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
* Refrain from using cell phones for personal reasons in public spaces or patient care areas
Excel: ALWAYS...
* Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
* Offer patients and guests priority when waiting (lines, elevators)
* Work on improving quality, safety, and service
Respect: ALWAYS...
* Respect cultural and spiritual differences and honor individual preferences.
* Respect everyone's opinion and contribution, regardless of title/role.
* Speak positively about my team members and other departments in front of patients and guests.
Value: ALWAYS...
* Value the time of others by striving to be on time, prepared and actively participating.
* Pick up trash, ensuring the physical environment is clean and safe.
* Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.
Engage: ALWAYS...
* Acknowledge wins and frequently thank team members and others for contributions.
* Show courtesy and compassion with customers, team members and the community