This role facilitates the resolution of complaints, grievances, and requests for patients and visitors, documenting all concerns, actions taken, and outcomes in a tracking database. Responsibilities also include coordinating resolution with managers, assisting patients in understanding their care process, and identifying service issues to recommend improvements.
Requirements summary
Candidates must have completed an accredited professional nursing program and possess a current Minnesota Registered Nurse license, along with a Bachelor's degree in nursing, information systems, or a related field. Preferred qualifications include experience in project management, utilization review, case management, and clinical nursing, alongside proficiency in Microsoft Office.
Starting Pay - $39.41 to $54.18 (Based on Experience)
Offers for external candidates are generally made between the minimum and 3/4 point of the range, based on experience.
At Olmsted Medical Center, we value our employees and are committed to providing a comprehensive and competitive benefits package. To keep up with the evolving trends, Olmsted Medical Center offers the following for employees who are employed at a 0.5 FTE or higher.
Medical Insurance
Paid Time Off
Dental Insurance
Vision Insurance
Basic Life Insurance
Tuition Reimbursement
Employer Paid Short-Term Disability and Long-Term Disability
Adoption Assistance Plan
Qualifications
Completion of an accredited professional nursing program
Current Minnesota Registered Nurse license required
Bachelor’s degree in nursing, information systems, or related field required
Master’s degree in nursing, information systems, business, or related field, beneficial
Presentation, meeting management, and team facilitation experience preferred
1-3 years project management experience in healthcare environment preferred
Experience in utilization review and case management preferred
2-4 years clinical nursing experience preferred
Leadership or management experience preferred
Proficiency in Microsoft Office (Word, Excel, PowerPoint) required
Process Improvement experience preferred
Patient relations/customer service experience preferred
Outstanding communication skills required
Self-motivated and self-directed but works well with others
Job Responsibilities
Facilitates resolution of complaints/grievances/requests for patients and visitors.
Documents patient/visitor concerns to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome and inputs into tracking database.
Benefits
Dental Insurance
Paid Time Off
Vision Insurance
Medical Insurance
Long-Term Disability
Basic Life Insurance
Tuition Reimbursement
Employer Paid Short-Term Disability
Adoption Assistance Plan
Composes letters to patients and visitors ensuring grammatical accuracy.
Coordinates review and resolution of patient concerns with appropriate managers.
Provides assistance to patients to help them understand the process of their care.
Records and compiles written and verbal patient comments, concerns or complaints, and relays information to appropriate staff or manager.
Identifies problems and issues related to patient service. Provides feedback to managers and recommends ways to improve patient services.
Participates on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction.
Provides guidance in service recovery to enhance the patient experience.
Leads efforts related to patient experience. Examples may include initiatives including but not limited to Press Ganey or other patient satisfaction survey results
Additional job responsibilities, including but not limited to, may involve assisting with chart reviews and core quality measure data abstraction, tracking and trending of patient inputs to assist in identification of areas of improvement, leading quality improvement efforts, leading process improvement efforts, and leading projects.
