About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

Essential Job Functions:

• Focuses on resolving complaints and concerns across VillageMD, Summit Health and CityMD by directly communicating with patients, family members, staff and providers.

• Investigates complaints, works directly with staff, providers and managers throughout all entities of the organization to intervene, address conflicts and provide resolution as needed.

• Uses SBAR method to review, investigate and present cases.

• Timely input of data into complaint management software application.

• Presentations of cases/issues to Manager, Director and VP Risk Management & Patient Relations, to update and discuss any high-level complaints.

• Receives and responds to escalated complaints from Senior Management as needed.

• Conducts assessment of patient complaint to identify and isolate potential and real liability issues associated with individual complaints and works collaboratively with Risk Management on resolution.

• Demonstrates a thorough knowledge of HIPAA regulations in the performance of the job and works with the Privacy Officer as needed in the investigation of privacy complaints.

• Interacts with patients/families who submit patient satisfaction surveys when appropriate.

General Job Functions

• Answer live calls and respond to emails received from patients and staff/providers to assist with resolution of complaints or concerns.

• Track, manage and maintain open cases to ensure timely completion.

• Supports Risk Management/Patient Relations initiatives.

• Engages in departmental meetings to deliver Patient Relations reports.

• Collaborates with internal and cross-functional teams to improve and develop practices, operations, programs and services by providing subject matter expertise.

Physical Job Requirements

• Dexterity of hands/fingers.

• Endurance (e.g. continuous typing, prolonged sitting/standing)

Education, Certification, Computer and Training Requirements

• Associates Degree required, Bachelors degree preferred

• 3 years healthcare experience preferred.

• Working knowledge of Microsoft Office.

• Knowledge of medical terminology preferred.

• Excellent written and verbal communication skills.

• Strong data management and entry skills.

• Ability to perform duties with time limitations with a high degree of accuracy.

This is an exempt position. The base compensation range for this role is $50,000 to $60,000. At VillageMD, compensation is based on several factors including, but not limited to education, work experience, certifications, location, etc.  The selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape heal