Industry: Hospitals & Medical Centers•
8 - 10 years
Posted 32 days ago
Reports to the Chief Patient Experience Officer. Responsible for directing the Office of Patient Relations, the management and supervision of the Program Coordinators, Sr. Patient Relations Specialist, and Patient Relations Specialists. Advises Medical and Nursing leadership and Senior Management on programs necessary to create a patient and family centered care culture.
Works closely with the Risk Management Department on patient grievances that involve litigation, Maryland Department of Health investigations and Joint Commission complaints. Assures the organization remains compliant with the CMS Conditions of Participation, Maryland Department of Health Regulations and Joint Commission Standards related to the disposition of patient grievances. Develops and maintains a written procedure manual to address complaints and grievances.
Provides oversight and direction of the complaint management database. Develops reports and analyzes trends to reduce the frequency of complaints and grievances. This position is responsible for directing the integration and use of Patient Relations data to identify organizational trends and opportunities proactively and retrospectively to improve processes that promote an improved patient experience, as well as furthering our strategic priority of patient and family-centered care.
Manages all operations within budgetary guidelines, including human resources, professional development, data integrity, and facility needs. Responsible for the coordination of new program planning, implementation and monitoring. Responsible for the selection, orientation and performance of professional staff and process improvement initiatives.
Additional activities to include quality improvement, regulatory compliance, timely, responsive, and accurate review and resolution of patient grievances, complaints and requests for service.
Leads meetings, communicates initiatives both vertically and horizontally to the workforce. Identifies gaps in current processes or performance, and strategizes to achieve improvement with sustainability. Works with all functional units, departments and clinics to resolve patient complaints and grievances timely.
Knowledge of consumer advocacy and complaint management, data analysis, training and public presentation skills, negotiation/mediation, patient and family centered care principles and project management. Requires knowledge of the CMS Conditions of Participation, HIPAA regulations and Joint Commission standards as well as an understanding and knowledge of Hospital procedures and patient care philosophy. Conflict resolution techniques are an essential part of the required knowledge base. Knowledge of computer database management is essential.
Master's Degree required, Masters preferred in Communications, Healthcare Administration, Business, Social Sciences, Nursing, Social Work or a related field. Emphasis on courses related to health care management, interpersonal skills and communications preferred.).
At least 7 years' experience in a customer relations or service capacity, preferably in a healthcare environment, including at least 2 years in a supervisory, managerial or leadership capacity.