This position provides frontline risk management by investigating and resolving complaints from patients, family members, and visitors
Job Summary
This position provides frontline risk management by investigating and resolving complaints from patients, family members, and visitors.
The role requires utilizing critical thinking and advanced problem-solving skills to determine the optimum method of management for all involved parties.
Carilion Clinic offers a well-rounded benefits package including comprehensive medical, dental, vision, an employer-funded pension plan, and paid time off accrued from day one.
Matching Summary
This position provides frontline risk management by investigating and resolving complaints from patients, family members, and visitors.
Skills & Requirements
Must-have
Intake and investigation of patient complaints
De-escalation techniques for conflict resolution
Accessing confidential medical records
Drafting formal letters to patients and families
Collaborating with clinical staff on incidents
Nice-to-have
Proactive education and rounding in clinical areas
Strong interpersonal and teamwork skills
Anticipation of patient needs
Professional environment maintenance
Effective communication in challenging situations
Key Requirements
High school diploma or GED required, Bachelor's preferred
One year experience in patient care or customer service
Five years with Service Recovery or Dispute Resolution
3,000 hours in healthcare risk management within last three years