Spec Pt Grievance & Complaints | Risk Management | Full Time

UF Health; Saint Augustine, Northern (FL, KY); On-site; USD 65,000 - 90,000; Full time

Job summary

UF Health is seeking a qualified professional to investigate and resolve patient and visitor grievances in alignment with regulatory requirements. The role emphasizes documenting findings and reporting to ensure compliance with The Joint Commission (TJC) and CMS patient rights standards.

The ideal candidate will possess strong communication, analytical, and interpersonal skills, with experience in a healthcare acute care setting. Collaboration with physicians and leadership is essential.

Qualifications

• Must be able to communicate clearly with all levels of staff and physicians; excellent writing skills and ability to make most decisions independently.
• Must work with staff in a supportive way to troubleshoot and resolve issues.
• Ability to work with difficult, angry and upset individuals using a calm and empathetic demeanor.
• Must thoroughly investigate patient and visitor grievances to determine validity.
• Demonstrated ability to work with staff and physicians to address identified concerns.

Skills

Clear communication

Independent decision making

Empathy

Grievance investigation

Collaboration with staff/physicians

Education

Bachelor's degree

Healthcare-related Bachelor's degree

Job description

Overview

Investigate, resolve, document and report organization specific grievances in accordance with regulatory requirements. Develop, implement and participate in UF Health's process to ensure compliance with The Joint Commission (TJC) and the Centers for Medicare and Medicaid (CMS) patient rights requirements. Work in a sometimes ambiguous work situation with minimal supervision. Address difficult, awkward situations with tact and diplomacy.

Qualifications

Required Education: Bachelor's degree

Preferred Education: Bachelor's degree in healthcare such as BSN or other clinical healthcare profession

Necessary Skills:

• Must be able to communicate clearly communicate with all levels of staff and physicians throughout the organization. Requires excellent writing skills and ability to make most decisions independently.
• Must work with staff in a supportive way to troubleshoot and resolve issues.
• Ability to work with difficult, angry and upset individuals using a calm and empathetic demeanor.
• Must be able to thoroughly investigate patient and visitor grievances utilizing a fair and unbiased eye to determine the validity of the grievance.
• Demonstrated ability to work with staff and physicians to address identified concerns.

Required Licensure/Certifications: N/A

Preferred Licensure/Certifications: RN/LPN

Required Experience:

3-5 years clinical and/or other experience in an acute care hospital

Preferred Experience:

Registered nurse preferred. Will consider other healthcare professionals based on experience. Experience with the CMS and TJC. Must possess strong customer service skills/interpersonal interactions; ability to handle difficult and angry people constructively; savvy to interact with physicians/senior leadership. Requires excellent analytical skills, planning, organizing and troubleshooting abilities.