Universal Health Services, Inc. (UHS) knows what it takes to lead, inspire and succeed. One of the nation's largest and most respected hospital companies, UHS owns and operates through its subsidiaries acute care hospitals, behavioral health facilities and ambulatory centers in the United States, Puerto Rico, the U.S. Virgin Islands and the United Kingdom.
UHS built an impressive record of achievement and performance, steadily growing from a startup company with zero revenue into a Fortune 500 corporation with annual revenue that exceeds 9 billion. The company's operating philosophy has proven to be effective: Build or acquire high quality hospitals in rapidly growing markets, then invest in the people and equipment needed to allow each facility to thrive and become a dominant healthcare provider in its community.
Headquartered in King of Prussia, PA, UHS ranks on the Fortune 500 list of America's largest corporations with over 74,000 employees, and is consistently listed among Fortune's "Most Admired Companies" and one of the 30 Most Meaningful Companies To Work For in America by Business Insider. Millwood Hospital is a 128-bed hospital that offers a comprehensive range of inpatient and outpatient medical services.
The Patient Care Coordinator will investigate all complaints received from patients, guardians, family members or other approved parties as appropriate. The Patient Care Coordinator ensures that all patient complaints/issues are promptly investigated and resolved.
Responds to patient/family grievances promptly.
Reviews grievances within 48 hours and assists in providing resolution of the issue utilizing facility resources
Provides feedback to the individual presenting the grievance, in writing.
Is knowledgeable about patient rights.
Maintains confidentiality, except if involving allegations of abuse, and then follows state mandates and facility policies and procedures.
Maintains good relationships with all disciplines represented within the facility.
Reports to the Director of PI or designee about grievances, investigations and results on an ongoing basis.
Refers issues to the Ethics Committee when appropriate.
Maintains a log or file of grievances for tracking and trending. Shares this information with the PI Director monthly or as otherwise appropriate
Coordinate the process for determining and maintaining accurate legal processes for patients
Speaks with patients and families requesting discharge from facility to ensure patients' rights are upheld
Promotes and demonstrates through action, deed and communication, an environment of service excellence throughout the facility to include internal and external clients, families, co-workers, physicians and visitors.
Works with team members in an effective manner
Demonstrates guest relations in communication, cooperation and assistance for patients, families/physicians, licensed practitioners/co-workers and visitors in a prompt and courteous manner.
As needed, answer telephones in a courteous manner, prepare messages as appropriate and responds to urgent telephone calls quickly
Demonstrate excellent guest relations in communication, cooperation and in giving assistance to patients, physicians/licensed practitioners, co-workers and visitors in a prompt and courteous manner.
Assist with coordination of patient visitation
Employ appropriate crisis intervention techniques as trained.
Employ hospital approved CPI techniques, as necessary.
Ensure clinical programming is occurring as scheduled
Maintain patient confidentiality.
Provide a broad vision in the continuous development and direction of quality management and quality improvement programs for the facility.
Provide continuous support in the analysis of performance improvement goals and objectives, re-establishing requirements which will facilitate continuous improvement.
Consult with Risk Management and other Senior Team Leaders related to possible risks as relates to hospital/patient safety as needed and/or as identified in PI data/reports.