The Patient Relations Manager - Service Excellent represents and interprets the mission, policies, procedures for patients and family members; ensures that patient rights are respected; functions as a resource and liaison for patients, staff and the community at large; provides a channel for problem resolution to promote the highest quality of care and service excellence. Provide support and direction to other patient relations manager, as well as volunteers. Focuses on development, implementation and/or oversight of special programs designed to enhance patient/staff and customer satisfaction. Act as Lead in Manager's absence. Essential Functions Actively supports and educates medical center staff regarding Patient Rights and Responsibilities, patient satisfaction/customer service, and service recovery to ensure regulatory compliance and effective communication with the patient/family. Analyzes and triages complaints/grievances, coordinating comprehensive multidisciplinary reviews following established complaint handling pathway, to ensure all concerns are given impartial consideration and appropriate response occurs in keeping with regulatory and hospital guidelines. Coordinates recruitment, orientation, training and management of volunteers that enhance patient/customer satisfaction; participates in medical center committees/task forces and other special projects as required to support patient satisfaction. Facilitates access to hospital and community resources for patients and families. Interprets information from patient/family and summarizes this in a concise written format for documentation in the complaint tracking system; regularly monitors and updates complaints and their resolutions in the database which are used for quality improvement activities for the organization. Investigates patient/family complaints/grievances and provides appropriate/timely response; Maintains regular communication during the investigation and, based on investigation results, formulates written response, when appropriate. May review/edit written communication from other department managers and Patient Representatives. Proactively rounds on units, serving as a resource to patients, families and staff - thereby facilitating issues relating to a patient's hospital experience; attends appointments and/or care conferences as requested by patients, physicians or staff. Provides information and assistance in completion of Advance Health Care Directives; educates department staff on updates and revisions of these documents. Serves as an impartial liaison between the patient/family and hospital departments/administration, promoting a positive relationship and acting as a vehicle for responding to patient complaints while supporting reconciliation, compromise or settlement. Supports responsive relationships with patients of varying cultural, socioeconomic and religious backgrounds to ensure that needs of all patients are handled with sensitivity. Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.
Minimum Qualifications Education: Bachelor's degree in a work-related discipline/field from an accredited college or university Experience: Five (5) years of progressively responsible and directly related work experience Knowledge, Skills, and Abilities
Ability to comprehend and discuss patient's medical care and nursing care with physicians, nurses and other healthcare professionals in order to assess patient grievances Ability to maintain confidentiality of sensitive information Ability to speak and write effectively at a level appropriate for the job Knowledge of computer systems and software used in functional area Knowledge of hospital systems, operations, locations and departments relating to patient care and progression in order to serve patients and effectively problem solve Knowledge of Patient Rights and Responsibilities, Joint Commission standards, and Centers for Medicare/Medicaid regulations.