Manager Patient Relations Administration

Responsibilities

• Serves as a liaison, mediator, and point of contact for patients, families, and staff and faculty experiencing difficulties.
• Explains medical phenomena and hospital policy/procedures in understandable terminology and maintains confidentiality of all information.
• Handles complex issues/problems and refers only the most complex issues to higher-level staff.
• Exercises good judgment and discretion, knowing when to escalate problematic situations to achieve resolution.
• Provides professional support services for all hospital departments/clinics, including management teams, physicians, and administration.
• Builds relationships and establishes rapport within the Medical Center.
• Represents Risk Management and executive leadership with written and verbal communications.
• Advises and contributes to various committees and initiatives within the Medical Center; attends debriefing/disclosure meetings; participates in Charge Nurse Training; serves on organizational committees; facilitates relationship building and negotiations of monetary and billing claims and requests.
• Reports, investigates, and resolves patient/family concerns.
• Identifies and reports all relevant aspects of patient concerns and allegations of abuse in a concise and objective manner.
• Reviews medical records to determine the basis of concerns and to execute the reporting process effectively.
• Provides verbal or written follow-up in a timely manner by recognizing and prioritizing situations that require immediate attention.
• Thoroughly addresses specific questions and areas of concern, and implements plans for improvement to prevent the recurrence of reported problems.
• Analyzes and obtains the information necessary to document grievances in accordance with Medical Center policy as well as state and federal directives.
• Maintains documentation and completes formal letters of resolution to meet deadlines.
• Collaborates with Risk Management to determine the appropriateness of care, if any financial considerations are advisable, and escalates situations involving safety concerns or legal action.
• Oversees the departmental Volunteer Services Program and provides an environment of care; trains volunteers for sensitive and confidential rounding of patients; ensures volunteer schedule is maintained and assigned duties are performed.
• Maintains professional knowledge and exhibits versatility; trains, coaches, and mentors patient experience managers, new hires, and less experienced colleagues.
• Participates in weekly meetings, webinars, completes hospital-required trainings, and attends conferences.
• Interacts with co-workers in an effective, positive, team-building and professional manner to encourage a cohesive work environment throughout WFBH.
• Provides age/developmentally appropriate patient care in accordance with Age/Developmental Specific Care Guidelines for specific age groups served.
• Performs other duties as assigned.

Qualifications

Education

• Required: Bachelor's degree in Sociology, Psychology, or other Human Relations field.
• Preferred: Master's degree in Sociology, Psychology, or other Human Relations field.

Experience

• Required: Five years related experience in a Medical Center setting.

Licensure, Registration, and/or Certification

None required.

Knowledge, Skills & Abilities

• Exceptional oral and written communication skills
• Exceptional interpersonal, problem solving, and investigative skills
• Works independently and possesses expertise in mediation skills
• Knowledgeable about governmental agency accreditation requirements
• Ability to deal calmly and effectively with people who may be emotionally volatile
• Mediation skills, customer service and/or medical field experience required
• Knowledge of medical terminology
• Medical Center service lines/chain of command

Physical Requirements & Working Conditions

• Constant change and learning opportunities
• Subject to many interruptions and stressful situations
• Occasionally subject to irregular hours
• Contact with patients under a wide variety of critical, stressful, and often public circumstances
• Fast paced