Service Excellence Officer - Jefferson Hospital

Highmark Health
Any Location, PA
Category Administration
Job Description
This job is responsible for overseeing and enhancing Service Excellence efforts, including complaint, grievance, and internal investigations of patient and family concerns. The role involves service recovery, complaint and grievance management, patient and family advocacy, tracking and trending, and reporting. The position also includes facilitating the Patient Family Advisory Council (PFAC) and providing education and training on service excellence best practices.

Requirements

  • Bachelor's Degree in Education, Social Work, Counseling, or Healthcare or relevant experience and/or education as determined by the company in lieu of bachelor's degree
  • 1 year of experience in service recovery, grievance management, or a similar role within a healthcare setting; experience with database and/or regulatory reporting and/or proven teaching, training, and program management preferred
  • Customer service skills
  • Excel, Microsoft Word and Power Point skills

Benefits

  • Health Insurance
  • Retirement Plan
  • Paid Time Off
  • Employee Assistance Program
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