Location Jefferson City, MO 65102-0720 Scheduled Hours 40 Position Summary Position manages specific projects assigned. Will be responsible for coordinating the activities of the project to ensure that goals and objectives are accomplished within the prescribed time frames. This position is remote but may need to attend in-person meetings on occasion. Job Description Primary

Duties

&

Responsibilities

Manages the operations of the patient complaint process by: Serving as initial contact for all patient complaints received by the Faculty Practice Plan. Assessing complaint content for issues regarding clinical care and/or customer service. Screening complaints for potential Patient Safety/Risk Management issues including chart review. Following up with patients, families, visitors, physicians, management, staff and administration from BJH and SLCH. Consistently demonstrating excellent customer service skills with patients, faculty, staff and WUSM and BJH administration when discussing and resolving patient complaints. Documenting complaints in the Patient Complaint Management/Service Recovery Database. Communicating the resolution of the complaint to the appropriate individuals in a timely manner. Analyzing and reporting trends on a monthly basis. Coordinates the reward and recognition program by: Gathering organizing and distributing nominations. Contacting supervisors of nominees to verify eligibility. Reporting selection results to FPP Directors of the Center for Advanced Medicine and Service Quality and Scheduling. Arranging award ceremonies. Monitors responses to patient satisfaction surveys. Performs revisions to policies and procedures as necessary or at least annually. Assists with compiling, writing and distributing the operational reports. Facilitates customer service classes as needed. Maintains training databases and reports monthly trends. Conducts benchmarking surveys with other healthcare or academic institutions as required. Performs other duties as assigned.

Working Conditions

Job Location/

Working Conditions

Normal office environment. Physical Effort: Typically sitting at desk or table. Equipment: Office equipment. The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time. Required

Qualifications

Education

Bachelor's degree - Healthcare Certifications/Professional Licenses: The list below may include all acceptable certifications, professional licenses and issuers. More than one credential, certification or professional license may be required depending on the role. Registered Nurse - Missouri Division of Professional Registration Work

Experience

Healthcare (3 Years) Skills: Not Applicable Driver's License: A driver's license is not required for this position. More About This Job WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

Preferred Qualifications

Education

No additional education unless stated elsewhere in the job posting. Certifications/Professional Licenses: No additional certification/professional licenses unless stated elsewhere in the job posting. Work

Experience

No additional work experience unless stated elsewhere in the job posting. Skills: Analyze Information, Critical Thinking, Cross-Team Collaboration, Customer Follow-Ups, Customer Service Communication, Deadline Management, Detailed Reports, Diplomacy, Health Insurance Portability & Accountability Act (HIPAA), Information Collection, Interpersonal Relationships, Microsoft Office, Oral Communications, Project Prioritization, Working Independently, Written Communication Grade G13 Salary Range $65,900.00 - $112,700.00 / Annually The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget. Questions For frequently asked questions about the application process, please refer to our External Applicant FAQ. Accommodation If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request. All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Pre-Employment Screening All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits

Statement Personal Up to 22 days of vacation, 10 recognized holidays, and sick time. Competitive health insurance packages with priority appointments and lower copays/coinsurance. Take advantage of our free Metro transit U-Pass for eligible employees. WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%. Wellness Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more! Family We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered. WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us. For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/ EEO Statement Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information. Q: Can I create a job alert to notify me when jobs of interest are posted? A: Yes! After you create a Candidate Home account, you can set up and manage job alerts to be sent to you either daily or weekly, according to the filters you select. You can add, edit, or delete job alerts at any time. You will need to opt in to communications from WashU when you set up your first alert and will only receive alerts for jobs posted after the alert has been created. Set alerts today so you do not miss any new opportunities! Washington University in St. Louis' collective success is significantly attributed to the passion and outstanding efforts of our community. Our staff, faculty and trainees are committed to excellence and dedicated to carrying out our missions of research, teaching and patient care. WashU prides itself on being a place where people matter, and serious work is done. Our people work together in an inclusive community that celebrates diverse perspectives, collaboration and innovation. We are a community of individuals inspired to work together to develop big ideas and tackle challenging problems. We value the well-being of our people. WashU strives to create a positive employee experience where staff, faculty and trainees thrive, both personally and professionally. Our employees find meaning, connection and vitality in their work and life with a healthy work-life balance and support to learn, grow and make an impact at WashU, the community and the world. Useful Links Who We Are Human Resources

Benefits

Living in St. Louis Frequently Asked Questions Accommodation If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request. Regulatory Postings Know Your Rights: Workplace Discrimination is Illegal Poster (English; Spanish)