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About the Role
This position directly supports the Compliance & Risk programs, ensuring patients and their families can successfully communicate their needs and concerns. It facilitates the prompt resolution of patient complaints and grievances while maintaining compliance and confidentiality.
Responsibilities
- Collects, reviews, documents, and monitors reported feedback related to care and processes.
- Collaborates with workforce members, providers, and leaders to resolve patient grievances in a timely manner.
- Serves as a primary communicator between the patient and leadership verbally and in writing throughout complaint resolution.
- Maintains the relevant reporting systems for the Compliance & Risk Team, including email.
- Recommends necessary changes in policies, procedures, and services as identified through an investigation.
- Acts as a change agent to ensure patient experience is continually improving.
- Maintains thorough and timely documentation.
- Remains calm and in control of their own emotions in response to unsolicited provocation.
- Adheres to all company policies, including OSHA, HIPAA, compliance, and Code of Conduct.
- Maintains regular and dependable attendance.
- Follows the core competencies set forth by the Company.
- Assists with other responsibilities of the Compliance & Risk Team.
- Performs other duties as assigned.
Requirements
- High school diploma or GED.
- Two (2) or more years of experience working in a healthcare-related setting.
- Five (5) or more years of job-related experience (preferred).
- Experience using EPIC (preferred).
Skills
- Ability to engage others, listen, and adapt response to meet others’ needs.
- Excellent computer and keyboarding skills, including familiarity with Windows.
- Excellent verbal and written communication skills.
- Skill in establishing and maintaining effective working relationships with patients, families, community groups and organizations, physicians, employees, and the general public.
- Ability to manage competing priorities.
- Ability to perform job duties in a professional manner at all times.
- Ability to understand, recall, and communicate factual information.
- Ability to organize thoughts and ideas into understandable terminology.
- Ability to apply common sense in performing job.
Location
- Central Texas
Work Type
- Hybrid
Experience Level
- Two (2) or more years
- Five (5) or more years (preferred)
Education Level
- High school diploma or GED
Benefits
- Medical
- Dental
- Vision
- Flexible Spending Accounts
- PTO
- 401(k)
- EAP
- Life Insurance
- Long Term Disability
- Tuition Reimbursement
- Child Care Assistance
- Health & Fitness
- Sick Child Care Assistance
- Development
About the Company
- Austin Regional Clinic has been voted a top Central Texas employer by employees for over 15 years.
- One of central Texas’ largest professional medical groups with 35+ locations and continuing to grow.