Responsible for internal customer relations including responding to and resolving customer complainants and grievances. Functions as a patient advocate when resolving patient grievances. In collaboration with CORE Management, Executive Staff, and the Quality Improvement Committee is responsible for developing patient satisfaction goals. Responsible for development of and on-going implementation of customer service training for staff and supporting implementation of customer service initiatives. Maintains liaison with CCHHS grievance and customer service programs.
Provides English/Spanish interpretation services to staff, patients and visitors at the Ruth M. Rothstein CORE Center. May translate minor patient related printed information from English to Spanish. Performs related interpreter services as required. Also coordinates interpreting and translation services for other languages and or complicated Spanish documents.
Serves as English-Spanish Interpreter for CORE Center patients, families and visitors.
Provides sight translation of written documents that may not be translated into Spanish.
May translate into written format non-technical instructions, patient-related information and simple medical forms.
Interprets verbally information for Spanish-speaking patients during clinic appointments, registration, and discharge.
Responsible for compiling daily and weekly interpreter requests and encounters for Monthly Statistical Reports.
Coordinates use of language line and other resources for languages other than Spanish.
May assist in the Bilingual Clinic, Central Appointments and the Access Line with scheduling, registering, pre-registering, and completing limit of liability forms for Spanish speaking patients.
Functions as consumer advocate
Hears patient grievances and complaints and works to resolve the grievance in a manner acceptable to the patient.
Communicates consumer grievances to managers, senior administration, risk management or other CORE/CCHHS entities and works with them to resolve the grievance. Serves as the patient’s advocate when working with staff to resolve these grievances.
Provides a monthly and annual summary of consumer grievances and resolutions to the Associate Director, the CORE Operations Committee, the Quality Improvement Committee, the CORE’s Consumer Advisory Board, and other CORE Center Committee’s as requested.
As a part of the monthly and annual summary of consumer grievances and complaints, analyzes summary report to identify trends and systemic issues contributing to a poor patient experience and makes recommendations to address these systemic issues.
Enters, reviews and monitors incidents and complaints entered into EMERS and coordinates the CORE Center response. Trains staff in the use of EMERS.
Maintains liaison with the Stroger Hospital and CCHHHS patient grievance program.
Proactively interacts with consumers to facilitate and improve access to CORE Center services.
Implement and maintain a patient satisfaction program for the CORE Center.
Participates on the CORE Center Quality Improvement Committee, Customer Service Committee, the Operations Committee and other CORE Committees as assigned.
Consults with the Quality Improvement Committee, the Customer Service Committee and the CORE Center Administration to identify measures of patient satisfaction with the CORE Center.
Collaborates with the Director of Quality Assurance and Evaluation to review results of Patient Satisfaction Surveys to identify areas for improvement.
In collaboration with the Quality Improvement Committee, the Customer Service Committee and CORE Center Administration, identifies areas to improve patient satisfaction, develop measurable and specific goals to improve patient satisfaction and develop interventions to achieve those goals.
In consultation with the Customer Service Committee, identifies customer-service related training needs and implements programs to address those needs.
Monitors patient suggestions and makes recommendations to improve customer service.
Bachelor’s degree from an accredited University or equivalent experience. At least 3 yrs experience in customer service or related field preferred. Bilingual in English and Spanish required. Minimum of 40 hours in a medical interpreting course required. Documented experience in working with various diverse communities. At least 2yrs experience with quality improvement preferred. Certification as a Medical Interpreter Required. Strong oral and written communication skills. Familiarity with Microsoft WORD and Excel. Ability to represent the organization to various stakeholders in a professional manner. See normally with or without corrective lenses Hear normally with or without assistive devices. The ability to walk or stand for prolonged periods of time.