Manager, Patient Relations - Patient Relations - Vineland

Inspira Health•Vineland, NJ

About The Position

MAJOR FUNCTION: Responsible for the complaint/grievance management process. Works collaboratively with leadership to conduct complaint/grievance investigation; refers complaint/grievance appropriately; facilitates complaint/grievance resolution; documents all processes in appropriate data base; requests action plans as needed. Escalates concerns to the Director when necessary. Regulates organizational compliance with all patient rights laws/standards. Working alongside the Patient Relations Managers for each building, this position oversees a number of network responsibilities including but not limited to reputation management, safety coach for the department, and acting as a resource when Patient Relations Managers need support in facilitating cases.

Requirements

Bachelor’s Degree required.
Prior experience with patient advocacy, and complaint/grievance management in healthcare setting required.
Must have exceptional interpersonal and problem-solving skills.
Willingness to certify for Notary Public in NJ. Ability to work within a multidisciplinary team and multicultural environment.
Ability to defuse stressful situations and resolve issues.
Excellent communication, writing and presentation skills.
Proficiency in Microsoft Office, including Excel.

Nice To Haves

Master's preferred.
Certified Patient Experience Professional preferred.
Bilingual preferred.

Responsibilities

Integrates Department Services with IMG, Urgent Care and Ambulatory Imaging' Primary Function
Conducts Problem Resolution
Monitors Customer Comments
Patient Experience
Troubleshooting
Maintains Records of Patient Concern Information
Ensures Adherence to and Upholding of Patient Rights
Provides Input for Patient-Focused Process Improvements
Uphold and Maintains the Service Excellence Model