Allegheny Health Network Careers

Date Posted:  01/23/2016
Position Number: 55659
Location: **MULTIPLE POSITIONS/LOCATIONS AVAILABLE**
Allegheny General Hospital (AGH), Forbes Hospital, Jefferson Hospital, St. Vincent Hospital, West Penn Hospital, Allegheny Clinic

Allegheny Health Network is an integrated delivery network focused on preserving health care choice and providing affordable, high-quality care to the people in our communities. With more than 14,000 employees including 7,400 health care professionals, nearly 200 primary care and specialty care practices, Allegheny Health Network includes seven hospitals in Pennsylvania with nearly 2,400 licensed beds.

Allegheny Health Network’s clinical expertise ranges from primary care to the most complex surgical procedures. Services include cancer diagnosis and treatment, cardiovascular care, neurological and neurosurgical services, organ transplantation, orthopedic and rehabilitation services, and women’s health.

Status: Full-time
Non-Union
Pay Grade: 10

Job Summary: Responsible for oversight and enhancement of all Service Recovery efforts as well as complaint and grievance collection, resolution, tracking, reporting and associated regulatory functions.

Job Responsibilities:

• Effective triage, investigation, resolution and documentation of complaints and grievances while assuring adherence to the Patient Bill of Rights, regulatory requirements and network policy.
• Identify service recovery opportunities and report trends and/or patient feedback to designated committees and teams.
• Designs and presents teaching, coaching and mentoring service recovery tools and tactics for caregivers and role models Patient Experience Division behavior and performance expectations.
• Actively rounds in all departments while demonstrating leadership with conflict management and effective communication skills.
• Co-chairs the Patient Experience Team.
• Creates and presents coaching and mentoring education for team members.
• Assists with additional Patient Experience projects as assigned.
• Performs other duties as assigned or required.

Education: Bachelor's degree in education, social work, counseling or healthcare field required. An equivalent combination of education and experience will be considered.

Complexity of Work: Ability to define problems, collect data, establish facts and draw valid conclusions.

Required Experience: 1-3 years experience with database and/or regulatory reporting and/or proven teaching, training and program management experience. Demonstrated success with communicating effectively in person, via telephone and in writing.