Specialist-Guest Services Compliance

Job Requirements Position Summary Acting under the direction of the Guest Services Manager and Patient Experience Officer, the Compliance Specialist directs and monitors the implementation of an effective and comprehensive compliance program.

Assists and implements the development of auditing and monitoring programs and tools that minimize and detect instances of non-compliance.

Researches and resolves compliance and related issues.

Develops training materials for various compliance subjects including associate orientation and any ongoing periodic education as needed or requested.

Identifies and develops monitoring activities and tools.

Reviews and revises related policies and procedures.

Assists with monitoring and auditing activities, analyzes outcomes, and communicates findings as appropriate.

Maintains thorough, accurate documentation of all activities; working independently and with minimal direction.

Assists the Guest Services department with additional matters as needed and requested.

Minimum Requirements Education * Bachelor's degree in healthcare related field required Experience * 2 years' experience in healthcare * 2 years' experience in professional writing skills * 5 years' experience in customer service and / or patient experience * 1 year experience implementing healthcare compliance requirements * General knowledge of healthcare standards * Demonstrated ability to problem-solve, prioritize work, meet deadlines, and provide independent strategic direction and / or decision making * Detail oriented, with strong analytical and organizational skills * Self-starter with the ability to meet strict deadlines * Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Outlook, Teams, etc.) License/Registration/Certifications * Valid Driver's License in good standing Preferred Requirements Preferred Education * N/A Preferred Experience * Patient Experience and / or Guest Services at acute care hospital or related area * Knowledge of EPIC and other healthcare software applications Preferred License/Registration/Certifications * N/A Core Job Responsibilities * Demonstrates a high degree of empathy and compassion when interacting with patients, visitors, and associates * Works directly with the Guest Services Manager and Patient Experience Officer, Patient Experience Specialists, and others to provide leadership, oversight, and direction to the ongoing activities of the position and other assigned activities * Develop and provide education and training regarding patient grievances and complaints and associated activities * Monitors and assists with the development, implementation, and maintenance of the organization's Guest Services program, policies, and procedures * Provides detailed and accurate data analytics from a variety of software platforms related to Patient Experience * Reports as requested and needed on compliance audits, outcomes, and other activities * Assists with the implementation of corrective action plans that result from auditing and monitoring activities * Assists with the process for receiving, documenting, tracking, investigating, and acting on complaints and grievances concerning patient experience within designated policy and regulatory timeframes * Maintains current knowledge of applicable federal and state regulatory and accreditation standards, and monitors advancements in healthcare to ensure organizational adaptation and compliance * Reports and or presents data, documentation, and other information, as requested or needed, to the Guest Services Manager, Patient Experience Officer, and other Guest Services associates and/or executive leadership or management, as designated * Attends Grievance Committee and related meetings as appropriate * Responds appropriately and remains calm in crisis situations * Works as a collaborative team member with peers, management, and subordinates * Assists in other matters, as directed