Service Quality Coordinator (Remote) - Faculty Practice Plan

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 WashU Medicine 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:

The list below may include all acceptable certifications and issuers. More than one credential or certification 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 beyond what is stated in the Required Qualifications section.

Certifications:

No additional certification beyond what is stated in the Required Qualifications section.

Work Experience:

No additional work experience beyond what is stated in the Required Qualifications section.

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 and especially encourages applications by those from underrepresented groups. 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, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Washington University is dedicated to building a community of individuals who are committed to contributing to an inclusive environment - fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.