Patient Experience Investigator & Liaison

BJC HealthCare (old 2); Missouri; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Tuition Assistance

Paid Time Off

Adoption assistance

Flexible Spending Accounts

Paid Time Off

Adoption assistance

Job summary

BJC HealthCare is seeking a Patient Experience Specialist in the Risk Management Department to act as a liaison ensuring patient rights are met and formal complaints are investigated and resolved. This role serves as an objective resource to patients, families, physicians and leaders, coordinating interviews and documenting findings in accordance with regulations.

The position requires a Bachelor's degree and 5–10 years of related experience; a certification in the area of expertise is

Qualifications

• Bachelor's degree in Business, Nursing, or a related field.
• 5–10 years of relevant work experience in a patient experience or risk management role.
• Licensure or certification relevant to the area of expertise (Cert/Lic).

Responsibilities

• Develops, implements and coordinates the program; serves as central recipient for formal patient complaints.
• Conducts independent interviews with patients and families to gather information and provide investigatory follow-up.
• Coordinates investigations and prepares appropriate written/verbal responses to patients/families according to federal regulations and hospital policy.
• Works with leaders to ensure a thorough review process so findings are complete and compliant with regulatory standards.
• Manages the patient complaint database and analyzes trends; reports findings to organizational leaders.
• Manages the patient complaint database and analyzes/reporting of trends.
• Develops complex care plans for patients/family members in complex medical/behavioral situations; recommends process improvements based on case trends.
• Collaborates with Risk Management to investigate complaints and supports special projects with enterprise-wide impact.

Education

Bachelor's Degree in Business/Nursing/related

Job description

BJC HealthCare is seeking a Patient Experience Specialist in the Risk Management Department to act as a liaison ensuring patient rights are met and formal complaints are investigated and resolved. This role serves as an objective resource to patients, families, physicians and leaders, coordinating interviews and documenting findings in accordance with regulations.

The position requires a Bachelor's degree and 5–10 years of related experience; a certification in the area of expertise is