Manager Patient Guest Relation FT Days

Trane Technologies•Detroit, MI

12d

About The Position

Manage the personnel, operations, and financial activities of assigned areas, with overall responsibility for operating effectiveness across Patient/Guest Relations, Customer Service, and ADA functions. Address patient complaints by accepting, screening, reviewing, facilitating, and confirming complaints; document cases in the DMC complaint tracking system; and serve as an administrative liaison for leadership on patient/guest relations and customer service matters. Review and summarize complaints for hospital leadership, work with department and unit managers as an internal consultant on service recovery, support service excellence initiatives, and collaborate with other DMC programs and system-wide initiatives. Identify the need for policies and procedures, develop them in collaboration with higher-level management, and develop, monitor, and revise functional processes in line with goals and objectives. Provide input on organizational structure, approve personnel actions, ensure timely performance appraisals, establish and assess goals and performance measures, assist with long-range goal development as requested, and develop and monitor budgets for assigned areas. At DRH, act as the primary agent for psychiatric patient recipient rights, ensuring patients are treated with dignity under the Michigan Mental Health Code. Develop and maintain the recipient rights program, including policies and procedures; train inpatient psychiatric unit personnel; investigate complaints; maintain recipient-rights records and reports; and submit required information to outside agencies. Monitor compliance with laws, government regulations, Joint Commission requirements, and DMC policies; implement audit recommendations as directed; and ensure hospital departments meet supplier-diversity objectives.

Requirements

Bachelor's degree in Health Care Administration, Public Relations, Liberal Arts, Human Services, Psychology, or a related field, or an equivalent combination of education and/or experience.
Three years of progressively more responsible hospital experience, including oversight or supervision of front-line staff and experience with customer service, patient/guest relations, and volunteer programs.
Analytical ability to advise on and develop strategies, policies, processes, protocols, and methods, and to evaluate and direct complex systems.
Communication and interpersonal skills for frequent interactions with internal customers and external stakeholders, including persuading or negotiating on potentially controversial, sensitive, or confrontational topics.
Mastery of communication modalities, including leading meetings, delivering formal presentations, writing complex documents, and managing complex relationships over time.
Project management skills, including defining objectives, identifying stakeholders, planning work, and coordinating and allocating human, technological, and fiscal resources.
Leadership skills, including willingness to take on increasing accountability, decision-making ability, coaching, teaching, counseling, inspiring confidence, and building alliances and support.

Responsibilities

Manage personnel, operations, and financial activities for assigned areas.
Oversee operating effectiveness for Patient/Guest Relations, Customer Service, and ADA functions.
Accept, screen, review, facilitate, and confirm patient complaints; document cases in the DMC complaint tracking system.
Serve as an administrative liaison for leadership on patient/guest relations and customer service matters.
Review and summarize patient/guest complaints and report them to hospital leadership.
Consult with department and unit managers on service recovery and support service excellence initiatives.
Collaborate with other DMC hospital programs and system-wide initiatives.
Identify needs for policy and procedure development or revision and develop policies with higher-level management input.
Develop, monitor, and revise functional processes in accordance with goals and objectives.
Provide input into organizational structure and approve personnel actions, including hiring, termination, and discipline.
Ensure timely completion of performance appraisals.
Develop current-to-intermediate goals and measures, assess performance, and assist with long-range goals as requested.
Develop and monitor budgets for assigned areas.
At DRH, act as the primary agent for psychiatric patient recipient rights and ensure patients are treated with dignity under the Michigan Mental Health Code.
Develop and maintain the recipient rights program, including policies and procedures.
Train inpatient psychiatric unit personnel on recipient rights.
Investigate complaints and ensure appropriate documentation is maintained.
Maintain recipient-rights data, records, and reports and submit information to outside agencies as required.
Monitor and ensure compliance with laws, government regulations, Joint Commission requirements, and DMC policies.
Implement internal and external audit recommendations as directed.
Ensure hospital departments achieve supplier-diversity objectives.