Service Excellence Coordinator (0.6 FTE Day)

Franciscan Health Indianapolis Campus

8111 S Emerson Ave Indianapolis, Indiana 46237

The Service Excellence Coordinator is responsible for the intake, documentation, distribution, and verification of the resolution of complaints and grievances in accordance with CMS guidelines and department policy and procedures. The Coordinator also provides training in regard to the Complaint and Grievance Process for guest services representatives during department orientation and at the direction of the department manager and supervisor. This position is responsible for the creation and distribution of reports as assigned by the manager. The Coordinator is responsible for performing quality improvement and control of the Complaint and Grievance Process and working with the manager to affect quality improvement. The Coordinator is also responsible for coordinating the intake and distribution of employee compliments in accordance with department policy and procedure.

WHO WE ARE

Franciscan Health is a leading healthcare organization dedicated to providing exceptional patient care and promoting health and wellness in our community. Our mission is to ensure that every patient receives the highest quality of care through innovation, compassion, and excellence. With 11 ministries and access points across Indiana, Franciscan Health is one of the largest Catholic health care systems in the Midwest. Franciscan Health takes pride in hiring coworkers who provide compassionate, comprehensive care for our patients and the communities we serve.

WHAT YOU CAN EXPECT

• Schedule: Monday through Thursday from 11:00 a.m.-4:00 p.m. and Friday from 12:00-4:00 p.m.

• Eligible for Part-time benefits.

• Coordinate the intake and distribution of complaints and grievances.

• Monitor, document, and distribute messages on the physician and nurse’s comment lines and other internal comment lines.

• Provide training for staff related to the complaint and grievance process through formal and informal education and training.

• Create materials necessary for effective and timely training of staff and others.

• Produce reports regarding complaint and grievances, and patient satisfaction surveys, and distribute them to appropriate personnel.

• Maintain knowledge of all essential operations of the Service Excellence department and work with the manager to coordinate efforts.

• Recognize inefficiencies and work with manager to correct.

• Work with Cultural/Mission Coordinator to assure effective operation of interpreting requests.

• Coordinate the intake and distribution of Service Excellence Employee Recognition awards.

QUALIFICATIONS

• High School Diploma/GED Required

• 5 years Customer Service Required

TRAVEL IS REQUIRED:

EQUAL OPPORTUNITY EMPLOYER

It is the policy of Franciscan Alliance to provide equal employment to its employees and qualified applicants for employment as otherwise required by an applicable local, state or Federal law.

Franciscan Alliance reserves a Right of Conscience objection in the event local, state or Federal ordinances that violate its values and the free exercise of its religious rights.

Franciscan Alliance is committed to equal employment opportunity.

Franciscan provides eligible employees with comprehensive benefit offerings. Find an overview on the benefit section of our career site, jobs.franciscanhealth.org.