Mgr, Reg Pt Affairs/Svc Excl

Cook Children's Health Care System • Fort Worth, TX

1d • Onsite

About The Position

The Manager of Patient Relations works under the direction of the Director of Patient Relations and is responsible for all patient relations efforts. Serves as a neutral liaison between patients/families and Cook Children’s Healthcare caregivers. The Manager is responsible for assuring compliance with the regulatory requirements involving patient rights, complaints, and grievances established by hospital/system policies as well as external auditing agencies, including The Joint Commission (TJC), the Centers for Medicare and Medicaid Service (CMS), The Texas Department of Health (TDH), and state and federal law. Responsible for maintaining appropriate focus on the department’s regulatory responsibilities in each phase of the department work flow. Maintains familiarity with changes and updates to the relevant laws and mandates set forth by TDH, CMS and TJC. Responsible for conferring with Legal and Administration as needed to keep internal regulatory policies up to date. Monitors internal practices to ensure the Medical Center remains in compliance with both auditing agency requirements and state and federal laws. Provides strategic direction and oversight for efforts to improve service recovery in all clinical areas. Employees in the Office of Patient Relations report directly to the Manager.

Requirements

• Minimum Bachelor’s degree.
• Minimum of three years healthcare experience, preferably in an acute care setting and in lieu of extensive customer service/patient relations experience.
• Two+ years of experience with working with patient grievances and complaints required.
• Exceptional written and verbal communication skills required.
• Excellent communication, critical thinking and interpersonal skills.
• Demonstrated ability to work as part of multiple teams.
• Ability to prioritize and address a variety of patient/family issues with firm timeframes.
• Ability to demonstrate organizational, problem-solving and negotiation skills.
• Ability to think in a proactive and creative manner.
• Willingness to take initiative in appropriate manner.
• Stamina and energy to maintain direct patient and family contact on a regular basis, and to coordinate multiple demands made on time.
• Ability to relate to diverse age and demographic backgrounds.
• Sound understanding of concepts of family-centered care.
• Strong data analytics – ability to analyze and synthesize complaint/grievance data; use data to identify and address themes and trend; provide guidance on areas of improvement.
• Ability to form and maintain strong working relationships with other hospital stakeholders to aide process of complaint identification and resolution.
• Outstanding organizational skills leveraging technology to store, track, retrieve data.
• Mediation Skills
• Coaching and Mentoring Skills
• Proficient in use of PC with experience in Excel, Work and database management packages.
• Proficient in collecting, documenting and resolving patient/families issues in the appropriate timeframe.
• Knowledge of CMS, Joint Commission, TDH and other regulatory agency guidelines.

Nice To Haves

• Masters preferred in Science, Human Relations, Business, Healthcare Administration and or Communications or related field.
• Experience with organizing and leading crucial family meetings with hospital leadership that pertain to a complaint or grievance preferred.
• Preferred demonstrated leadership experience.
• Bilingual language abilities and skills preferred.

Responsibilities

• Serves as a neutral liaison between patients/families and Cook Children’s Healthcare caregivers.
• Assures compliance with regulatory requirements involving patient rights, complaints, and grievances.
• Maintains familiarity with changes and updates to relevant laws and mandates.
• Confers with Legal and Administration to keep internal regulatory policies up to date.
• Monitors internal practices to ensure compliance with auditing agency requirements and state and federal laws.
• Provides strategic direction and oversight for efforts to improve service recovery in all clinical areas.
• Manages employees in the Office of Patient Relations.

What This Job Offers

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