Manager Patient Relations Administration

Major 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 and, relationship building, and negotiations of monetary and billing claims and requests. Possesses comprehensive knowledge of subject matter.
• 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.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Bachelors degree in Sociology, Psychology, or other Human Relations field.

Education Preferred:

• Masters degree in Sociology, Psychology, or other Human Relations field.

Experience Required:

• Five years related experience in a Medical Center setting required.

Knowledge, Skills & Abilities Required:

• 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 and Working Conditions:

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

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.