Healthcare Customer Service

We are seeking for Customer Care Specialist for our Direct Client.

Duration - 3 months - 6 months contract

Location - Detroit/Farmington Hills, MI

Pay rate - $19/hour on W2

• Through effective interventions, the Care Experience Specialist (CXS) serves as the first resource for a patient, family, or consumer, concern or inquiry
• They identify, investigate, and mitigate point-of-care concerns from escalating to grievances which may result in review by regulatory agencies.
• The CXS collaborates with multidisciplinary teams to reduce and prevent adverse experience outcomes, thereby minimizing the risk of increased suffering to patients and families.

• Leads an investigation of concerns or perceived service failures brought forth by patients and families which are received by phone, email, public submission, contact us forms, My Chart, etc.
• Communicates and collaborates with Care Experience Consultant, local teams and/or leadership to resolve service concerns. Ensures all aspects of regulatory compliance are met and closes cases, once complete. For service lines, clinics, and business units, independently assists and mentors managers with complaint event investigations
• Apprises leadership of any compromising events with the potential for regulatory review, legal or patient safety implications, and/or negative publicity
• Participates in self-education related to Exceptional Patient Experience, Patient-Centered Care, and Patient Rights and Responsibilities with Press
• Ganey, The Joint Commission, CMS, and other regulatory agencies. Keeps abreast of trends and best practices in health care experience, quality, patient safety, and reputation management
• Ability to listen to patient and family concerns objectively and without bias
• Represent Our Client’s values while investigating service concerns resulting in effective resolutions
• Respond, investigate, and triage all calls, public submissions, contact us forms, emails, etc. related to compliments, comments/suggestions, complaints, and grievances
• Use RL to accurately document all comment/suggestions, compliments, complaints, and grievances
• Utilize feedback management system (RL6) for case documentation and triaging grievances to Care Experience Consultants
• Provide service recovery at the point of care
• Work collaboratively with clinical and nonclinical leaders to resolve complaints and grievances according to organizational policy and within regulatory guidelines
• Triage service concerns according to highest priority
• Escalate, as appropriate, risk issues to Care Experience Consultant and Quality/Risk teams
• Track and trend service concerns to identify opportunities for improvement resulting in recommendations to management/leadership
• Utilize electronic medical record (EPIC) to access patient records with the highest expectation of privacy and confidentiality
• Supports and trains other staff members to ensure that the work product supports the organization’s strategies
• Identify creative solutions to exceed customer expectations creating loyal customers and positive endorsements
• Engages in continuous learning of best practices and completes required annual education, including department specific requirements
• Make appropriate recommendations for process improvements that reduce waste and or improve efficiencies on behalf of consumer satisfaction
• Ensures that patients, their families, visitors, customers, and employees are treated with kindness and respect. Demonstrates teamwork and integrity in all work-related activities
• Communicates with internal and external physicians, patients, employees, and guests regarding problems encountered within Our Client’s
• Maintains effective communication channels to ensure timely completion and coordination of projects within the Care Experience area and throughout Our Client
• Performs other related duties as required

• Candidates will be assisting the team that handles patient grievances and complaints
• Workers will be responsible for taking incoming phone calls, gathering all required information, and entering the case into the Genesys Cloud system prior to passing the case off to the…