Manager Patient Relations / Patient Experience
About the role
The Manager, Patient Relations/Patient Experience, is responsible to execute, participate and monitor Patient Experience strategies deployed across the organization to create an exceptional human experience for individuals, families, and visitors at University Hospital. This position represents the voice of the individual (patient, family and significant others, community and team members) while collaborating with leaders, medical staff, team members, affiliates, partners and the community to ensure extraordinary human experiences. Is responsible for managing the hospital's Patient Relations department which includes patient advocacy, grievance and complaint management, service recovery and language interpretation services. In addition, this individual is a subject matter expert for the purpose of educating and coaching leaders, physicians and team members on market data relative to the PE including CMS public reporting programs (i.e., HCAHPS and STAR ratings, etc.), rounding trends and outcomes.
Responsibilities
- Processes are patient centered.
- Actively contributes to creating a friendly, welcoming, and safe environment for UH customers.
- Drives collaboration with leadership, including physicians.
- Organizes and monitors operations to accommodate and respond to patient needs, concerns, and complaints within 24-48 hours of complaint.
- Continuously displays “can do” attitude within the department and across department lines to contribute to