Manager Patient Relations Administration

Advocate Health • Winston-Salem, NC

7d • $41 - $62 • Hybrid

About The Position

The Manager Patient Relations Administration serves as a liaison, mediator, and point of contact for patients, families, and Medical Center staff and faculty experiencing difficulties. The manager explains medical phenomena and hospital policies and procedures in understandable terms while maintaining confidentiality. This role handles complex issues, uses judgment and discretion to resolve problems, and refers only the most complex issues to higher-level staff. It provides professional support to hospital departments and clinics, management teams, physicians, and administration, and represents Risk Management and executive leadership in written and verbal communications.

The manager investigates and resolves patient and family concerns, reviews medical records, documents grievances, and completes timely follow-up and formal resolution letters in accordance with Medical Center policies and state and federal directives. The role collaborates with Risk Management on care concerns and financial considerations, and escalates matters involving safety concerns or potential legal action. It also contributes to committees and initiatives, attends debriefing and disclosure meetings, supports training, and facilitates relationship building and negotiations concerning monetary and billing claims and requests.

The position oversees the departmental Volunteer Services Program, including volunteer training, patient rounding, scheduling, and assigned duties. It trains, coaches, and mentors patient experience managers, new hires, and less experienced colleagues, maintains professional knowledge, and contributes to a cohesive work environment. The manager provides age- and developmentally appropriate patient care in accordance with applicable guidelines and performs other duties as assigned.

This is a full-time, 40-hour-per-week, Monday–Friday dayshift hybrid role, anticipated to require 3–4 days onsite. No relocation assistance or visa sponsorship or transfer is available for this position.

Requirements

• Bachelor’s degree in Sociology, Psychology, or another Human Relations field.
• Five years of related experience in a Medical Center setting.
• Exceptional oral and written communication skills.
• Exceptional interpersonal, problem-solving, and investigative skills.
• Ability to work independently and expertise in mediation skills.
• Knowledge of governmental agency accreditation requirements.
• Ability to deal calmly and effectively with people who may be emotionally volatile.
• Mediation skills and customer service and/or medical field experience.
• Knowledge of medical terminology and Medical Center service lines and chain of command.

Nice To Haves

• Master’s degree in Sociology, Psychology, or another Human Relations field.

Responsibilities

• Serve as a liaison, mediator, and point of contact for patients, families, and staff and faculty experiencing difficulties.
• Explain medical phenomena and hospital policies and procedures in understandable terms while maintaining confidentiality.
• Handle complex issues, exercise judgment and discretion, resolve problems, and escalate the most complex or problematic situations as appropriate.
• Provide professional support services to hospital departments and clinics, management teams, physicians, and administration; build relationships and rapport within the Medical Center.
• Represent Risk Management and executive leadership through written and verbal communications.
• Advise and contribute to Medical Center committees and initiatives; attend debriefing and disclosure meetings; participate in Charge Nurse Training and organizational committees.
• Facilitate relationship building and negotiations concerning monetary and billing claims and requests.
• Report, investigate, and resolve patient and family concerns; document relevant details and allegations of abuse objectively; review medical records to assess concerns and support reporting.
• Provide timely verbal or written follow-up, prioritize situations requiring immediate attention, address questions and concerns, and implement plans to prevent recurrence.
• Gather and document information for grievances in accordance with Medical Center policy and state and federal directives; maintain documentation and complete formal resolution letters by deadlines.
• Collaborate with Risk Management to assess appropriateness of care and potential financial considerations; escalate safety concerns or situations involving legal action.
• Oversee the departmental Volunteer Services Program, provide an environment of care, train volunteers for sensitive and confidential patient rounding, and maintain volunteer schedules and duties.
• Maintain professional knowledge; train, coach, and mentor patient experience managers, new hires, and less experienced colleagues.
• Participate in weekly meetings and webinars, complete required hospital training, and attend conferences.
• Interact professionally and positively with coworkers to encourage a cohesive work environment throughout WFBH.
• Provide age- and developmentally appropriate patient care in accordance with Age/Developmental Specific Care Guidelines.
• Perform other duties as assigned.

Benefits

• Paid Time Off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Competitive compensation, with potential premium pay and incentive pay for select positions.
• Opportunity for annual increases based on performance.
• Career development and well-being programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager