Collaborates with departments and divisions across WKH in responding to patient concerns that are received via letter, website, in-person, telephone, or through surveys. Serves as a liaison between customers and WKH to record patient feedback, facilitate service recovery, and develop insight into trends.

Responsible for managing health system feedback system.

Takes patient complaints through all medium, properly records the feedback, and facilitates leadership follow ups, investigations, and communication of conclusions.

Responsible for the writing and timely distribution of grievance response letters with input from legal and risk.

Develops and maintains an up-to-date knowledge of all legal and regulatory requirements involving patient complaints and grievances.

Develops and maintains system policies for service recovery, feedback intake, feedback investigation, and feedback responsiveness.

Facilitates the regular meeting of the Complaints and Grievance Committee.

Ensures prompt and thoughtful response to patient complaints and grievances.

Adheres to strict confidentiality and conducts discussions of confidential information in appropriate settings.

Listens attentively to patients, visitors, and colleagues.

Responsible for facilitating thorough and constructive follow-up on submitted feedback.

Utilizes complaint data to initiate improvement efforts and to correlate with other patient engagement programs.

Communicates effectively with the leadership of other departments that manage patient feedback across the health system.