Manager Patient Relations RN

Northern Arizona Healthcare•Flagstaff, AZ

64d•Onsite

About The Position

The NAH Patient Relations Manager provides managerial leadership to the FMC and VVMC Patient Relations Departments. The incumbent provides strategic direction and operational oversight to the greater NAH system complaint and grievance resolution programs, as delegated by the Board of Directors. Will work out of both the Cottonwood and Flagstaff campus. On-site position.

Requirements

RNs hired on or after 7/1/2016: Must graduate from a BSN program within 6 years of hire into an RN position.
Existing Staff RNs: RNs hired before 7/1/2016 are not mandated to have a BSN, but are encouraged to pursue a BSN degree.
Minimum of five years of recent acute care health care experience- Required
Leadership or management experience- Required
Experience with Excel- Required
AZ Registered Nurse license- Required

Nice To Haves

Master's Degree - Preferred
Minimum of 3 years experience in customer service, preferably within the healthcare field- Preferred
Experience with VigiLanz database system- Preferred
Experience in data retrieval, statics, forms design, and quality improvement techniques- Preferred

Responsibilities

Patient Relations Prepares facility complaint and grievance reports for the NAH Director of Consumer Experience. These reports will be integrated in to Board of Director Quality & Safety Committee reports on a quarterly basis.
Maintains required Licensure and Training.
Familiar with Patient Rights CMS conditions of participation (COPs).
Responsible for the coordination of all activities related to patient/visitor concerns, complaints, and grievances.
Responsible for continuing development, implementation, systemization and evaluation of the NAH Patient Relations Program.
Updates the department operating and strategic plan and maintains the Patient Relations Scope of Service and respective policies.
Serves as a resource to department directors for ongoing mitigation of complaints and concerns through quarterly data review and contemporaneous support of inpatient concern and grievance resolution.
Systematizes and manages the CMS COP compliant formal grievance process as defined by CMS COPs, State and Federal guidelines, and NAH Guidelines of Practice.
People Management Supervises, mentors, and evaluates the Patient Relations Specialists.
Responsible for fostering ongoing proactive system education specific to patient complaints and grievances.
Responsible for daily department scheduling.
Promotes NAH clinical effectiveness, quality improvement, and regulatory compliance.
Responsible for the strategic leadership of facility Grievance committees.
Fosters resolution of complaints utilizing Just Culture principles.
Financial Management Prepares the annual operating and capital budgets and maintains budgetary productivity within acceptable parameters.
Manages the NAH lost belongings budget and process.
Compliance/Safety Responsible for reporting any safety-related incident in a timely fashion through the Midas/RDE tool; attends all safety-related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.
Stays current and complies with state and federal regulations/statutes and company policies that impact the employee's area of responsibility.
If required for the position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.
Completes all company mandatory modules and required job-specific training in the specified time frame.