Manager Patient Relations Administration

Advocate Health and Hospitals Corporation • Wake Forest, NC

5d • Hybrid

About The Position

The Manager Patient Relations Administration serves as a liaison, mediator, and point of contact for patients, families, faculty, and staff experiencing difficulties at the Medical Center. The role explains medical information and hospital policies and procedures in understandable terms while maintaining confidentiality. It handles complex concerns, uses sound judgment to resolve issues or escalate them when appropriate, and provides professional support to hospital departments, clinics, physicians, management teams, and administration.

The manager investigates and resolves patient and family concerns, reviews medical records, documents grievances in accordance with Medical Center policy and applicable state and federal directives, and provides timely follow-up and formal resolution letters. The role collaborates with Risk Management on questions of care, financial considerations, safety concerns, and potential legal action. It also represents Risk Management and executive leadership in written and verbal communications; contributes to committees and initiatives; and participates in debriefings, disclosure meetings, and Charge Nurse Training.

The position oversees the departmental Volunteer Services Program, including volunteer training, scheduling, and assignment of duties. It trains, coaches, and mentors patient experience managers, new hires, and less experienced colleagues. The manager participates in meetings, webinars, required hospital training, and conferences, and supports a cohesive, professional work environment. The position provides age- and developmentally appropriate patient care consistent with applicable guidelines and performs other duties as assigned.

This is a full-time, dayshift position, Monday through Friday, working 40 hours per week. It is hybrid, with an expectation of 3–4 days onsite. The listed pay range is $41.10–$61.65. 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, customer service experience, 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, faculty, and staff experiencing difficulties.
• Explain medical information and hospital policies and procedures in understandable terms while maintaining confidentiality.
• Handle complex issues, exercise judgment about when to escalate, and work toward resolution.
• Provide professional support to hospital departments, clinics, management teams, physicians, and administration.
• Build relationships and rapport within the Medical Center and represent Risk Management and executive leadership in written and verbal communications.
• Advise and contribute to Medical Center committees and initiatives; attend debriefing and disclosure meetings; participate in Charge Nurse Training; and facilitate relationship-building, negotiation, and resolution of monetary and billing claims and requests.
• Report, investigate, and resolve patient and family concerns, including identifying and objectively documenting relevant concerns and allegations of abuse.
• Review medical records to assess the basis of concerns and support effective reporting and resolution.
• Provide timely verbal or written follow-up, prioritize urgent situations, address specific concerns, and implement plans to prevent recurrence of reported problems.
• Gather information and document grievances in accordance with Medical Center policy and state and federal directives; maintain records and complete formal resolution letters by deadlines.
• Collaborate with Risk Management regarding appropriateness of care, possible financial considerations, safety concerns, and potential legal action.
• Oversee the departmental Volunteer Services Program, train volunteers for sensitive and confidential patient rounding, maintain volunteer schedules, and ensure assigned duties are performed.
• Train, coach, and mentor patient experience managers, new hires, and less experienced colleagues.
• Participate in weekly meetings, webinars, required hospital training, and conferences.
• Interact with coworkers professionally and constructively to support a cohesive work environment.
• Provide age- and developmentally appropriate patient care in accordance with applicable 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.
• Potential premium pay, incentive pay for select positions, and annual performance-based increases.

What This Job Offers

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