Spec Pt Grievance & Complaints | Risk Management | Full Time

UF Health; St. Augustine South (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

UF Health seeks a qualified professional to investigate, resolve and document patient grievances while ensuring compliance with The Joint Commission and CMS patient rights requirements. The role requires tact, diplomacy and strong analytical skills.

You will work with staff and physicians, communicate clearly, and develop processes to address concerns to improve patient rights and safety across the organization. This position emphasizes independent judgment in a hospital setting in Florida.

Qualifications

• Bachelor's degree required.
• Excellent written communication and ability to make decisions independently.
• Ability to work with staff in a supportive way to troubleshoot and resolve issues.
• Ability to work with difficult, angry individuals with tact and empathy.
• Experience investigating grievances with fairness and objectivity.

Responsibilities

• Investigate, document and report patient grievances.
• Develop, implement and participate in processes to ensure regulatory compliance with TJC and CMS patient rights requirements.
• Collaborate with staff and physicians to address identified concerns and improve processes.
• Communicate findings and recommendations to leadership to drive improvements.

Skills

Clear communication

Conflict resolution

Empathy

Investigative skills

Stakeholder collaboration

Education

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

• 1. 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.
• 2. Must work with staff in a supportive way to troubleshoot and resolve issues.
• 3. Ability to work with difficult, angry and upset individuals using a calm and empathetic demeanor.
• 4. Must be able to thoroughly investigate patient and visitor grievances utilizing a fair and unbiased eye to determine the validity of the grievance.
• 5. 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.