Description
Collaborates with patients and families, leadership, Risk Management, and clinical and hospital departments to investigate, document and resolve patient concerns and identify improvement opportunities. Independently resolves patient complaints involving significant organizational resources. Considerable knowledge and experience in customer service and complaint management with at least three to five years of experience in a health care setting is required. Employees in this classification typically analyze, compare and evaluate various courses of action and have the authority to make independent decisions on matters of significance, free from immediate direction, within the scope of their responsibilities. Primary activities and decision making authority are predominantly performed independently affecting business operations to a substantial degree. Under FLSA, this is the exempt job classification for this title. Incumbents in this position must meet the full criteria for exempt status: salary level, salary basis, and duties tests.