Manager Patient Relations

About the role

The Manager of Patient Relations oversees and leads the Patient Relation Specialist Team and manages the patient grievance and nondiscrimination grievance process. This role acts as a subject matter expert on regulatory compliance for handling high-volume patient grievances across Cone Health’s wholly owned entities, including five hospitals, free-standing emergency departments, accredited physicians and outpatient offices, and non-accredited physician office locations. Responsibilities are carried out in accordance with regulatory standards, patient grievance and nondiscrimination policies and procedures, and standard of work processes.

The Manager collaborates with departmental and service line leadership to investigate and respond to patient and family grievances, aiming to restore trust in the organization. Additionally, this role conducts weekly grievance audits to ensure regulatory compliance and grievance closure, as well as analyzes, interprets, and presents data related to patient grievance management.

Responsibilities

• Manage the Patient Relations Specialist Team to assure compliance with regulatory guidelines and organizational policies for the grievance management process and nondiscrimination grievance process, including audits of each submitted grievance for accredited and non-accredited locations.
• Lead biweekly meetings reporting updates on the grievance process and provide support where needed to assist in Patient Relations Specialist Team assignment completion.
• Manage complex patient grievances and collaborate with departmental and service line leaders to investigate and resolve these issues.
• Conduct reinvestigations of previously registered grievances that require additional follow-up.
• Analyze and interpret data related to patient grievances on a monthly and quarterly basis and present this information to leadership team members throughout the organization.
• Collaborate with Vanderbilt CORES and PARS for data submission and analysis.
• Regularly review the patient grievance management policy and procedure and standard of work processes to ensure compliance with regulatory, departmental, and organizational expectations.
• Assist the Director of Clinical Compliance and Regulatory Services, Section 1557, Civil Rights and Section 504 Coordinator, and the Accreditation and Patient Safety Teams by providing patient grievance information during state, federal, and accreditation regulatory visits.
• Regularly meet with key stakeholders to discuss patient grievance and identify process improvement strategies.
• Serve on various organizational committees and participate in projects that involve aspects of patient grievance management.

Qualifications

• Education Required: Bachelor’s Degree
• Education Preferred: Master’s degree in a Health-Related Field
• Experience Required: 3-5 years of customer service experience in a healthcare setting
• Experience Preferred: At least 2 years’ experience managing staff