Job description
Overview
MercyOne Central Iowa operates four not-for-profit Catholic medical centers in Des Moines West Des Moines Newton and Centerville and two specialty hospitals – MercyOne Children’s Hospital in Des Moines and MercyOne Rehabilitation Hospital in Clive (965 beds total) – along with more than 20 additional facilities that house more than 50 primary care pediatric internal medicine and specialty clinics. Founded by the Sisters of Mercy in 1893 MercyOne Central Iowa has the longest continually operating hospital in Des Moines and is also one of the largest employers in the state with more than 7000 employees and a medical staff of more than 1000 physicians and allied health associates. MercyOne Central Iowa is a member of MercyOne which was founded in 1998 through a collaboration between CommonSpirit Health and Trinity Health – two of the country’s foremost not-for-profit Catholic health organizations. MercyOne has more than 20000 colleagues in Iowa and surrounding states.
Responsibilities
GENERAL SUMMARY:
This position serves as the recipient of patient and family complaints by various methods, and
coordinates the investigation and resolution process until closure. Serves as a consulting
resource to hospital and medical staff on matters related to the patient’s experience. Supplies
data summary regarding the patient experience and provides areas of opportunity for
improvement.
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Pay Range
$25.18 - $36.52 /hour
MercyOne Central Iowa operates four not-for-profit Catholic medical centers in Des Moines West Des Moines Newton and Centerville and two specialty hospitals – MercyOne Children’s Hospital in Des Moines and MercyOne Rehabilitation Hospital in Clive (965 beds total) – along with more than 20 additional facilities that house more than 50 primary care pediatric internal medicine and specialty clinics. Founded by the Sisters of Mercy in 1893 MercyOne Central Iowa has the longest continually operating hospital in Des Moines and is also one of the largest employers in the state with more than 7000 employees and a medical staff of more than 1000 physicians and allied health associates. MercyOne Central Iowa is a member of MercyOne which was founded in 1998 through a collaboration between CommonSpirit Health and Trinity Health – two of the country’s foremost not-for-profit Catholic health organizations. MercyOne has more than 20000 colleagues in Iowa and surrounding states.
Responsibilities
GENERAL SUMMARY:
This position serves as the recipient of patient and family complaints by various methods, and
coordinates the investigation and resolution process until closure. Serves as a consulting
resource to hospital and medical staff on matters related to the patient’s experience. Supplies
data summary regarding the patient experience and provides areas of opportunity for
improvement.
-
ESSENTIAL FUNCTIONS: -
Serves as the Patient Advocate for the MercyOne Des Moines Medical Center.
-
Processes all patient and family complaints and grievances received via the Patient Advocate
Office. -
Coordinates the investigation and facilitates problem resolution.
-
Assembles, communicates and distributes timely complaint/grievance and reporting
information to appropriate individuals. -
Communicates with patients and families timely regarding complaint resolutions.
-
Maintains records of complaints, documentation and resolutions.
-
Maintains accuracy with data input and management.
-
Possesses knowledge of medical procedures and practices relating to patient care and
utilization of hospital services and demonstrates a clear understanding. -
Communicates effectively and tactfully with the medical staff, leadership, risk management,
hospital personnel, patients, families and others. -
Possesses a good understanding of performance improvement, patient satisfaction and the
Patient Experience. -
Assists departments in identifying opportunities to improve performance to eliminate future
patient or family complaints. -
Works collaboratively with others and promotes patient satisfaction and the Patient
Experience. -
Represents patient concerns at Grievance Committee meetings monthly.
-
Serves on the Patient and Family Advisory Council.
-
Retrieves medical records as needed.
MARGINAL FUNCTIONS: -
Assists with projects and initiatives.
-
Completes other assigned tasks and responsibilities as needed.
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- Bachelor’s degree in nursing, business, patient relations/satisfaction or related field
OR - Equivalent combination of education and experience
- Proof of completion of Mandatory Reporter – Child and/or Dependent Adult Abuse training
within three (3) months of hire - Strong oral and written communication skills
Pay Range
$25.18 - $36.52 /hour
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