Director, Patient Relations

White Plains Hospital•White Plains, NY

37d

About The Position

The Director of Patient Relations has responsibility to ensure patient's rights are protected throughout theanization. Works as the Liaison between the patient and administration concerning patient rights, care issues, and concerns of the patients and families with the goal to expedite the best possible oue and assist in the provision of excellent, quality care. This position is designed to strengthen, personalize, and enhance relationships between the patient and theanization by working closely with medical staff, physician office staff, nursing staff, registration staff, volunteer services, all other departments within theanization, and leadership to improve the overall quality of our customer service and patient satisfaction. The Patient Relations department strives to empower patients and families to take an active role by assisting patients in interpreting hospital policies, procedures, and services. The position has responsibility over theplaint/grievance resolution process, the Centralized Discharge Call Center, Patient Relations in various departments, Language Coordination and the Patient Portal.

Requirements

Registered Nurse, Social Worker, orbination of relevant degree & experience.
Bachelor's Degree in related field required, master's degree preferred.
5 years management and supervisory experience within an acute care facility highly preferred.
Certificate in Patient Advocacy required or actively pursuing.
Advanced MS Office suite skillset; Excel and PowerPoint.
Experience presenting to C-Suite level and leadership teams.
Experience with de-escalation techniques.
Superior Communication Skills (Written & Verbal).
Demonstrates ability to delegate responsibilities appropriately and work as a team.
Demonstrates ability to retainposure under stress.
Demonstrates ability to establish two-waymunication by clearly defining expectations,municating utilizing a variety of methods, actively listening to ideas and concerns and responding in an appropriate manner.
Demonstrates ability to analyze and process multidimensional problems objectively.
Requires excellentmunication and people skills, ability to work independently,anize and able to set priorities; Planning and Organizational Skills.
Proficientputer skills.
Demonstrates ability to follow written and oral instructions required for the position.
Demonstrates ability to analyze and process multidimensional problems objectively.
Prioritizes actions to resolve issues promptly.
Must be able to move about campus including outpatient areas

Responsibilities

Provides services to ensure patients' understanding of Patient Rights and Hospital Policy and Protocol.
Supervisory responsibilities include direct oversight for all employees and volunteers in Patient Advocacy and Centralized Discharge Call Center.
Keeps abreast of all pertinent federal, state and WPH regulations, laws and policies as they presently exist and as they are changed or modified.
Designated as theanization's Civil Rights and Language Assessment Coordinator: coordinates interpreter services according to CMS/DOH/ADA regulations and Joint Commission guidelines, educates staff, ensures and monitors usage.
Is responsible and accountable for the overall operations of the Advocacy Department. Overall operations of the department include development of department goals and objectives that are consistent with the hospital mission, the management of personnel preparing/monitoring of and accountability for the department budgets.
Ensures that all staff are trained and evaluated on their knowledge of and adnce topliance policies and procedures specific to their jobs.
Coordinates interventions/services with multiple departments including Finance, Quality, and Risk Management. Identifies risk issuesmunicating with Risk Management.
As required, facilitates/participates in the Performance Improvement Program as defined by theanization.
Communicates with andposes letters or e-mails to patients, visitors, physicians, and/or leadership ensuring grammatical accuracy and according to the terms of theanization's grievance andplaint policies.
Provides quarterly analysis of identified patientmunication's trends to the VP of Quality and Board of Directors.
Provides oversight of the Patient Relations entries in our Midas database to include: Documentation of patient/visitor concerns,pliments,ments, and suggestions to include demographic data, synopsis of incident, actions taken to resolve and oue; inputs information into Midas database.
Identifies system related problems, via patient/visitor data, and works collaboratively with physicians, administrators, managers, and staff to improve process.
Performs all other related duties as assigned.