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Join our team at Wyandot Memorial Hospital, where you’ll find a supportive, community-focused environment, excellent benefits, and the opportunity to make a real difference in the lives of our patients. Be part of a dedicated team that values teamwork, professional growth, and a strong commitment to compassionate, high-quality care.
The Enterprise Risk and Experience Steward is responsible for leading the organization's patient experience, complaint resolution, grievance management, and risk reduction efforts. This position works collaboratively with leaders across all departments to promote a culture of accountability, service excellence, and continuous improvement while ensuring compliance with regulatory requirements. Responsibilities include overseeing complaint and grievance processes, supporting service recovery initiatives, identifying trends and opportunities for improvement, coordinating risk-related reviews, and providing education and coaching to leaders and staff. The Enterprise Risk and Experience Steward serves as a key resource for patient experience and organizational risk management, helping to strengthen patient satisfaction, regulatory compliance, and overall organizational performance.
Qualifications
- Bachelor's degree in Healthcare Administration, Nursing, Business, Public Health, or a related healthcare field required.
- Minimum of five years of healthcare experience required.
- Experience in patient experience, risk management, quality, compliance, clinical leadership, or a related field preferred.
- Strong knowledge of healthcare regulations, including CMS grievance requirements and HIPAA.
- Demonstrated ability to work effectively across departments and influence outcomes without direct authority.
- Strong communication, conflict resolution, and interpersonal skills.
- Ability to manage sensitive situations and difficult conversations with professionalism and discretion.
- Strong analytical, organizational, and problem-solving skills.
- Clinical knowledge or healthcare operational experience preferred.
Key Responsibilities
- Oversee the intake, investigation, documentation, and resolution of patient complaints and grievances.
- Ensure complaints and concerns are routed to the appropriate leaders and resolved in a timely manner.
- Monitor compliance with regulatory requirements related to patient grievances and complaint management.
- Conduct or coordinate risk reviews and root cause analyses related to patient concerns and organizational risk.
- Collaborate with Quality, Compliance, Legal, and leadership teams to address identified risks and improvement opportunities.
- Analyze patient experience and complaint trends and recommend strategies to improve satisfaction and service delivery.
- Develop and support service recovery processes and organizational standards for patient experience.
- Provide education and coaching to leaders and staff on accountability, communication, de-escalation, and service recovery practices.
- Support leadership onboarding and ongoing development related to patient experience expectations.
- Prepare reports and summaries related to patient experience, complaints, grievances, and organizational risk.
- Escalate significant safety, regulatory, reputational, or system-related concerns as appropriate.
- Perform other duties as assigned.
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