This position is accountable for performing as a Customer Service liaison with the patient/family, staff, and physicians. Duties include responding to patient complaints, investigation of complaints, and working with departments to resolve patient complaints. In addition, this role is accountable for identifying customer service related and patient safety/risk management issues and communicating these to the appropriate departments.
The Patient and Family Experience Department at Valley Children’s provides exceptional experience to our patients and families. Our team consists of a diverse group of professionals highly skilled and engaged in customer service and relationship management. The Patient and Family Experience Department is located on the Madera Campus but serves the entire Valley Children’s network including various off-site locations and service areas. We understand the challenges that may occur when navigating one’s health journey and provide support along the continuum of care. The Department, including a team of Patient Representatives, helps advocate for patients, families, and staff providing exceptional customer service as well as service recovery and complaint management. Through direct relationship with our patients and families, we seek to listen, engage, and initiate performance and quality improvement in the organization as needed.
Valley Children’s Healthcare – one of the largest pediatric healthcare networks in the nation – provides Central California’s only high-quality, comprehensive care exclusively for children, from before birth to young adulthood. With more than 670 physicians and 3,500 staff, Valley Children’s delivers high-quality, comprehensive care to more than 1.3 million children in our service area. Our network offers highly specialized medical and surgical services to care for children with conditions ranging from common to the highly complex at our 358-bed stand-alone children’s hospital that includes 28 regional NICU beds. Our family-centered, pediatric services extend from a leading pediatric cancer and blood disorders center home on the West Coast, and a pediatric heart center known for its expertise and pioneering treatments, to a Regional Level IV neonatal intensive care unit (NICU), the highest level referral center between Los Angeles and the Bay Area. We participate in community initiatives, we support community efforts, we get involved where we can do the most good.
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Disclaimer: Final compensation will be dependent upon skills and experience.
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