Service Quality Coordinator (Remote) - Faculty Practice Plan

Scheduled Hours

40

Position Summary

Position manages specific projects assigned. Will be responsible for coordinating the activities of the project to ensure that goals and objectives are accomplished within the prescribed time frames.

Job Description

Primary Duties & Responsibilities

• Manages the operations of the patient complaint process by:
  • Serving as initial contact for all patient complaints received by the Faculty Practice Plan.
  • Assessing complaint content for issues regarding clinical care and/or customer service.
  • Screening complaints for potential Risk Management issues.
  • Following up with patients, families, visitors, physicians, management, staff, and administration from BJH and SLCH.
  • Consistently demonstrating excellent customer service skills with patients, faculty, staff, and WUSM and BJH administration when discussing and resolving patient complaints.
  • Documenting complaints in the Patient Complaint Management/Service Recovery Database.
  • Communicating the resolution of the complaint to the appropriate individuals in a timely manner.
  • Analyzing and reporting trends on a monthly basis.
• Coordinates the reward and recognition program by:
  • Gathering, organizing, and distributing nominations.
  • Contacting supervisors of nominees to verify eligibility.
  • Reporting selection results to FPP Directors of the Center for Advanced Medicine and Service Quality and Scheduling.
  • Arranging award ceremonies.
• Performs revisions to policies and procedures as necessary or at least annually.
• Assists with compiling, writing and distributing the operational reports.
• Facilitates customer service classes as needed.
• Maintains training databases and reports monthly trends.
• Conducts benchmarking surveys with other healthcare or academic institutions as required.
• Other duties as assigned.

Preferred Qualifications

• Have strong organizational skills.
• Have excellent oral and written communication skills.
• Demonstrate strong critical thinking skills by appropriately prioritizing projects.
• Consistently use diplomacy in gathering, analyzing and communicating information.
• Be proficient with Microsoft Office programs including Word, Excel, PowerPoint, Access.
• Be able to work independently and meet deadlines.

Required Qualifications

Registered Nurse with a Bachelors degree in a health related field or equivalent plus a minimum of three years' experience in the health care field.

Grade

G13

Salary Range

$64,700.00 - $110,500.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

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