Our job openings are designed to give you the best working experience in an ideal
learning environment.
~PATIENT RELATIONS MANAGER
General Summary: The Patient Relations Manager is responsible for triage, service and organizational management of all incoming compliments, complaints, grievances and patient rights issues. The Patient Relations Manager is responds to the needs of patients/families/visitors and provides support for clinical and other staff. The Patient Relations Manager develops and distributes reports, based on findings of investigations, to medical and other clinical staff, medical center departments and the Board of Trustees. The Patient Relations manager assures efficient operations of the department, prompt attention and resolution of issues, by the appropriate individual or department. The Patient Relations Manager serves as a liaison between patients/families/visitors/staff and the medical center staff and is accessible and upholds the medical center mission, I Care values.
Principal Duties and Responsibilities:
Resolves patient relations issues
Interacts directly with the public, medical staff and all other professional and support personnel/departments regarding patient complaints, grievances and patient rights issues in clinical inpatient, outpatient and private practice areas.
Ensures that patients/families/visitors who contact the department are attended to in a professional, friendly and timely manner.
Triages issues received by the department and ensures that the issues are forwarded to the appropriate department managers, for review and resolution.
Collaborates with and acts as a resource for medical center staff in the coordination of responses to patients, families and visitors. Encourages the use of appropriate service recovery and recognition options.
Available to provide immediate assistance, interventions or strategies related to difficult patient/family/visitor issues.
Conducts supervises staff investigations, working toward resolution of patient/family/visitor complaints. Documents the processes and outcomes of complaint and grievance resolution. Composes and edits staff letters to patients and families and visitors in response to grievances.
Identifies and refers to the Department of Risk Management any incidents and other issues that may lead to actions against the medical center.
Manages data and reports
Manages the patient comment database.
Is the administrator and "super user" for the patient comment database.
Supervises new users and provides continuing support to existing users.
Supervises and assists the Patient Relations Consultant and interns in the analysis of the data.
Monitors the quality of the data and information contained in reports.
Identifies trends found in the data and communicates them through reports to quality committees.
Serves as a member of the Patient and Visitor Relations Committee and the Clinical Effectiveness Committee. Provides regular reports to these committees used to determine organizational priorities for improvement.
Prepares the quarterly Quality of Care Committee and Performance Improvement Oversight Committee reports, indicating trends, improvement efforts, progress, obstacles and patient compliment/grievance data. Identifies trends and patterns in patient concerns and work with appropriate teams to address issues that are systemic.
Works with and acts as a resource for quality initiative teams designed to improve the patient experience.
Manages staff and resources
Manages Patient Relations Consultant and interns and assists in setting priorities for their work, negotiating and resolving patient complaints, grievances and patient rights issues.
Supervises daily work and outcomes.
Evaluates staff performance on a continuous basis, providing feedback and support as needed.
Performs annual evaluation(s).
Coordinates office resources in conjunction with the Director
Regularly visits patient care units to communicate with staff and leadership about the mission of the department and its services as well as rounding on patients
Collaborates with the Interpreter Services to meet clinical, cultural and language needs for patients, families and visitors.
Educates and promotes Patient Relations Department's services to staff, families and visitors. Upholds the department service standards as they relate to personal, behavioral, staff teamwork and patient-staff interactions.
Participates in organizational initiatives and other duties as necessary.
Knowledge, Skills, and Abilities:
Bachelor's degree required, Masters degree preferred
Demonstrated ability in problem solving and reconciliation techniques
Experience in a health related field (Patient Relations, Nursing, Social Work or Case Management experience preferred).
Effective verbal and written communication skills and interpersonal skills; ability to communicate with all levels of the organization (senior leadership, physicians and front line staff)
Ability to function independently: to prioritize, meet deadlines, participate in improvement projects or teams and effectively manage time.
Demonstrated proficiency in the use of Microsoft Office suite (word processing, spreadsheet, powerpoint) as well as proficiency in data management using software.
Physical activity includes frequent walking and periods of standing in place.