How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interests in the position and outline skills and experience that directly relate to this position.
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components: patient care, education and research that together enhance our contribution to society.
Collaborate with patients and families, Hospitals and Health Centers leadership, and clinical and hospital departments to investigate, document and resolve patient complaints/grievances concerning the quality of care and services.
Collect data relating to patient complaints
- Listen compassionately but objectively to patients.
- Review letters addressed to hospital leadership, web-site comments, referrals from Administrator on Call and House Managers objectively to identify issues.
- Review comments from patient satisfaction surveys objectively for complaints that require follow-up.
Identify appropriate follow-up and corrective action
- Solicit feedback and information from involved individuals regarding the patient’s complaints.
- Investigate the facts regarding the complaints.
- Maintaining contact with the complainant per CMS guidelines and as appropriate.
- Analyze the facts to determine appropriate follow up and corrective action as indicated.
- Maintain contact with the patients as appropriate.
- Document the follow up in an objective manner in the PSRS.
Independently resolve patient complaints involving significant departmental and organizational resources
- Collaborate with Hospitals and Health Center Leadership across all departments to improve processes related to the complaint.
- Establish rapport with staff and assist in the preparation of reports regarding any incidents that could result in legal action if not resolved.
- Refer patients and their family members to appropriate services and resources.
- Compose patient correspondence including 7-day acknowledgment and closure letters.
- Manage a case load of unique patient complaints in various stages of investigation, follow-up and resolution.
Facilitate system improvements by identifying opportunities for improvement and involving department/unit leadership to improve process/operations using PDCA model
- Analyze and track trends related to patient concerns to identify areas for improvement upon request by a department.
- Facilitate and participates in process improvement/lean activities specific to the identified issues in collaboration with UMHHC departments.
- Participate on institutional committees that are involved in the patient experience.
- Collaborate with departments, units, on-site and off-site clinics, to assist in the development, training, and education of improving processes and service recovery efforts at the point of care.
- Employees in this position, typically analyze, compare and evaluate various courses of action and have the authority to make independent decisions, free from immediate direction, within the scope of their responsibilities.
- Bachelor’s degree in social sciences, health care administration, or related field is desired, or an equivalent combination of education and experience.
- 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.
- Excellent written, oral and presentation skills are necessary.
- Ability to analyze data for patient safety and malpractice trends and areas of potential improvement.
- Ability to manage multiple competing priorities with on call duties and critical event support.
- Knowledge of University policies, rules and regulations.
- Demonstrated ability to work independently, to meet deadlines efficiently, to perform multiple tasks simultaneously, and to be highly self-motivated.
- Demonstrated ability to identify problem issues, document, and resolve concerns within established guidelines.
- Excellent interpersonal skills with the ability to exercise discretion in matters of a confidential and sensitive nature.
- Excellent problem-solving and conflict resolution skills, as demonstrated by the ability to work effectively with individuals/teams, and across disciplines.
- Demonstrated knowledge of process improvement and quality management is desired.
- Training in complaint management, mediation, conflict negotiation, data management, interpersonal communication and crisis intervention is preferred.
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.