This position is responsible for supporting Risk Management Leadership in the investigation of certain safety events and administration of the complaints and grievance program. Acts as a key adviser in the areas of mitigating risks where appropriate relating to complex or unresolved complaints and grievances. This position will work with the Director of Risk Management to mentor and coach the organization on how to properly mitigate and de-escalate complex situations, which may pose a financial or reputational risk to the organization; and demonstrate appropriate utilization of the various tools available to drive change.

• Serves as a change agent, develops, coaches, and facilitates complex process improvement in order to achieve measurable and beneficial impacts to resolution of patient/family conflicts.
  
  o Actively educates and supports staff and providers regarding Patient Rights and Responsibilities, patient satisfaction/customer service, and service recovery to ensure regulatory compliance and effective communication with the patient/family.
  o Is a key partner is supporting the culture of patient and family centered care.
  o  Prepares educational materials and teaches process improvement tools and methodologies, as needed, throughout the organization.
• Under the direction of Risk Management Leadership, investigate and analyze certain safety events, complaints and grievances. Develops processes and benchmarks to monitor the effectiveness of risk mitigation strategies.
  
  o Analyzes and triages complaints/grievances, coordinating comprehensive multidisciplinary reviews following established complaint handling pathway, to ensure all concerns are given impartial consideration and an appropriate response occurs, in keeping with regulatory and hospital guidelines.
  o Works in tandem with Risk Management and Quality departments to investigate and resolve complaints/grievances for patients with quality care or legal concerns.
  o Works with clinical leaders to call or meet with complainant, when applicable. May attend care conferences with clinical leaders to manage complex or unresolved complaints and grievances.
  o Responsible for coordinating review, investigation and medical record review and prepare written responses to all 3rd party payer inquiries
  o Facilitates a written response to grievances in accordance with applicable policies and regulations.
  o May participate in risk assessments and other loss prevention activities, as directed.
• Rounds on units, serving as a resource to patients, families and staff - thereby facilitating identification of issues relating to a patient`s hospital experience.
  
  Provides advice and counsel to staff, providers, and unit leadership related to care conferences with patients/families.
  o Partners with operation leaders to develop processes and training regarding management of disruptive parents/families.
  o Collaborate with operational leaders and marketing in management of families posting negative experiences on social media.
  o  Participates in medical center committees/task forces and other special projects as required to support patient satisfaction.
• Tracks, trend, and analyze aggregate data on a monthly, quarterly, and ad hoc basis.
  
  o Analyzes aggregate safety data and designs reports to communicate findings to staff, physicians, and leadership.
  o Provides oversight and maintains the accuracy and integrity of documentation in the Risk Management (RMIS). Ensures that the files and other documentation are organized, clear, concise, and timely updated.
• Facilitate responding to records requests, litigation discovery requests, and other related requests.
  
• Performs miscellaneous job related duties as requested.
  

To advance hope, healing and the best healthcare for children and their families

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable