Patient Relations Manager - Full Time Days - Jefferson Abington

Job Duties

• Intakes and manages patient, family, and visitor complaints regarding care through to resolution in accordance with the regulatory requirements related to grievance handling.
• Oversees the data management system for the organization's feedback/grievance process.
• Ensures responses to grievances within the time frame mandated.
• Communicates with patients, visitors, medical staff, and employees verbally and in writing.
• Educates staff in service recovery best practices to allow for immediate, ongoing, real-time solutions in resolving patient/family dissatisfaction.
• Prepares timely reports related to patient satisfaction and/or complaints data.
• Participates in performance improvement programs as a data source for statistics, investigations, and patient and/or family contacts as needed.
• Provides personnel management services, recruitment, training, supervision, and evaluation of staff.
• Prepares budget and ensures expenses stay within budget guidelines.
• Provides a quarterly report on all grievances and complaints.

Minimum Qualifications

• Bachelor’s Degree in Nursing or Bachelor’s Degree in Healthcare or customer service related field.
• RN - Licensed Registered Nurse
• PA - State of Pennsylvania