Demonstrates excellent verbal communication skills during all in-person and telephone conversations. Maintains composure during all difficult situations, remaining professional at all times. Interacts with patients, visitors, staff and physicians in high-stress situations making the above qualities crucial in efforts to mediate and negotiate a satisfactory resolution to the issue. Demonstrates strong written communication skills. Documents all interactions accurately and in a timely manner to ensure a satisfactory resolution to cases. Ensures accurate record keeping and tracking and trending of patient issues. Composes written responses to grievances and complimentary letters, following all policies and federal guidelines. Implements tactics, strategy and growth plan for VIP 360 concierge membership recruitment and retention. Creates and implements high touch membership and renewal strategies. Grows memberships through effective communication, presentation, and processes. Plans VIP 360 member events and educational programs. Functions as an advisor and/or partner with staff and leaders in all aspects of decision-making in regard to the management of patient complaints and grievances. Frequently collaborates with Directors and Managers in order to address patient issues and achieve patient satisfaction. Motivates others to deliver excellent service by being fully engaged in all VIP 360 initiatives designed to achieve superior patient satisfaction. Recommends appropriate service recovery actions when the situation requires. Assumes responsibility for onboarding and navigation of new and renewing VIP patients ensuring an exceptional experience. Assists all individuals, including patients and their family members, as a primary resource in navigating the complexities of the health care environment.
Internal Number: 59900BR
About Inova Health System
Inova is a global leader in personalized health, which leverages precision medicine to predict, prevent and treat disease, enabling individuals to live longer, healthier lives. At Inova, we serve more than two million people each year from throughout the Washington, DC, metro area and beyond. Inova's mission is to improve the health of the diverse community it serves through excellence in patient care, education and research. At Inova, more than 16,000 employees demonstrate their commitment every day to providing the community with expert, world-class, compassionate patient care.