Investigates, facilitates and/or resolves a variety of complaints from patients, families and visitors. Assists in interpreting and ensuring Hospital adherence to the Patients Bill of Rights as required by law. Performs general clerical, data entry and statistical reports for the department.

Job Responsibility Investigates and collects patient information regarding a variety of complaints or grievances from patients, families, and visitors. Interacts with all levels of Hospital management to provide assistance in the resolution of found complaints. Provides and maintains monthly statistical reports regarding these complaints and recommends policy or procedure changes to resolve issues. Interprets the Patients Bill of Rights and other policies and procedures of the Hospital system; ensures adherence to these policies. Communicates pertinent Hospital information to patients, family and staff. Ensures Hospital adherence to Patients Bill of Rights, as required by law. Processes reports and correspondence; prepares reports involving patient complaints, maintains patient complaint statistics and meets with management to discuss necessary action; keeps management informed of actions and results. Updates Service and Quality boards and distribute newsletters. Reports satisfaction data and represents Guest Services at meetings. Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification High School Diploma or equivalent required. 1-3 years of relevant experience, required.