Job SummaryFacilitates communication between patients, representatives, families, physicians, system employees, institutions, departments and community resources. Assists with providing a channel through which patients and representatives can resolve issues, concerns and unmet needs. Assists in coordinating the resolution of complaints and grievances within the system and the community. De-escalates situations which may cause harm within the system and provides a comforting and supportive atmosphere to patients, representatives, providers and staff.Job DutiesCollects and analyzes patient complaint and grievance data to identify opportunities to improve patient and customer services in a collaborative role with management.Investigates and analyses pati