About Our Company
We're a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.
Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.
When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.
Job Description
Essential Job Functions:
Focuses on resolving complaints and concerns across VillageMD, Summit Health and CityMD by directly communicating with patients, family members, staff and providers.
Investigates complaints, works directly with staff, providers and managers throughout all entities of the organization to intervene, address conflicts and provide resolution as needed.
Uses SBAR method to review, investigate and present cases.
Timely input of data into complaint management software application.
Presentations of cases/issues to Manager, Director and VP Risk Management & Patient Relations, to update and discuss any high-level complaints.
Receives and responds to escalated complaints from Senior Management as needed.
Conducts assessment of patient complaint to identify and isolate potential and real liability issues associated with individual complaints and works collaboratively with Risk Management on resolution.
Demonstrates a thorough knowledge of HIPAA regulations in the performance of the job and works with the Privacy Officer as needed in the investigation of privacy complaints.
Interacts with patients/families who submit patient satisfaction surveys when appropriate.
General Job Functions Answer live calls and respond to emails received from patients and staff/providers to assist with resolution of complaints or concerns.
Track, manage and maintain open cases to ensure timely completion.
Supports Risk Management/Patient Relations initiatives.
Engages in departmental meetings to deliver Patient Relations reports.
Collaborates with internal and cross-functional teams to improve and develop practices, operations, programs and services by providing subject matter expertise.
Physical Job Requirements Dexterity of hands/fingers.
Endurance (e.g. continuous typing, prolonged sitting/standing)
Education, Certification, Computer and Training Requirements Associates Degree required, Bachelors degree preferred
3 years healthcare experience preferred.
Working knowledge of Microsoft Office.
Knowledge of medical terminology preferred.
Excellent written and verbal communication skills.
Strong data management and entry skills.
Ability to perform duties with time limitations with a high degree of accuracy.
Pay Range $52,000-60,000
The provided compensation range is based on industry standards and salary determinations will be made based on numerous factors including but not limited to years of experience and location of position
About Our Commitment
Total Rewards at VillageMD
Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.
Equal Opportunity Employer
Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.
Safety Disclaimer
Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.
