Program Manager Patient Relations - Public Relations

Responsibilities

• Enhance the quality and safety of patient care through complaint management.
• Initiate documentation of complaints/grievances not resolved at the point of care and provide follow-up to patients/families according to regulatory requirements.
• Collaborate with management, associates, and physicians to facilitate the resolution of the patient/family compliant/grievance.
• Assure that responses to complaints/grievances adhere to all applicable laws, regulations, guidelines and criteria as mandated by governing agencies (TJC, CMS, and HIPAA) and by CHRISTUS Health and CHRISTUS Santa Rosa Policy.
• Recognize and report any patient complaint/grievance that is a potential and/or real risk issue to Risk Management for appropriate follow-up.
• Recognize and report any patient complaint/grievance that is a quality of care concern to the Quality Improvement Department for appropriate follow-up.
• Interact and collaborate with Physician Services staff and Medical Staff leadership to address patient/family concerns involving physicians.
• Aggregate and analyze patient complaint/grievance data to identify potential system or process issues, and collaborate with the PI Coordinator and the Performance Improvement and Patient Safety Committee to address the identified opportunity.
• Actively participate in the Patient Grievance Committee, including the provision of data regarding complaint/grievance management and presentation of cases for review/input.
• Actively participate in the Quality and Patient Safety Committee, including the provision of data regarding complaint/grievance management and presentation of cases for review/input.
• Provide support to the health care team by conducting rounds to assess and/or identify patient care issues, complaints, and/or needs.
• Promote teamwork within the healthcare team by participating in patient/family conferences, discharge planning meetings, staff meetings, and committee meetings as needed.
• Promote patient satisfaction and survey process by collaborating with facility leadership and PI projects related to Patient Satisfaction.
• Serve as the facility HCAHPS contact for patients who have questions regarding their HCAPHS survey and maintain a log of all calls received per CMS requirements.
• Participates in education regarding Core Measures, National Patient Safety Goals and identified Performance Improvement and Patient Safety Initiatives.
• Support nursing specific Performance Improvement Teams with observation, surveillance and auditing of indicated metrics and/or compliance.
• Demonstrates competence to perform assigned responsibilities is a manner that meets the population-specific and developmental needs of the members served by the department.
• Support nursing leaders in facilitation of unit/department specific PI Plans.
• Appropriately adapts assigned assessment, treatment, and/or service methods to accommodate the unique physical, psychosocial, cultural, age-specific and other developmental needs of each member served.
• Takes personal responsibility to ensure compliance with all policies, procedures and standards as promulgated by state and federal agencies, the hospital, and other regulatory entities.
• Performs all duties in a manner that protects the confidentiality of patients and does not solicit or disclose any confidential information unless it is necessary in the performance of assigned job duties.
• Demonstrates adherence to the CORE values of Santa Rosa Health Care.
• Performs other duties as assigned.

Qualifications

• Nursing-LVN/RN
• Knowledge of Windows, Internet, E-mail, Meditech, Microsoft Word and Word Perfect and other software is required.
• Computer skills necessary to access Patient Compliant Form using demographic information from the Meditech Program to process patients and families concerns.
• Familiar with word processing software for internal and external correspondence.
• Internet skills required to support patient satisfaction program.
• Other office machine equipment knowledge required, i.e. fax machines and copiers.
• Understands the complexity of the health care environment.
• Organizational ability necessary to effectively coordinate a variety of detailed oriented activities simultaneously.
• Possesses professional interpersonal communication skills (verbal and written).
• Demonstrates diplomatic problem-solving abilities while working with multiple departments.
• Experience At least three years experience in the health care environment in a position that provided interaction and problem solving situations with patients and families, management team members, administration and physicians.
• Licenses, Registrations, or Certifications Licensed Vocational Nurse/Registered Nurse with a valid Texas license required.