Manager, Patient Relations - Vineland

Inspira Health•Vineland, NJ

12h

About The Position

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

Provides prehospital care and/or transport to patients of all ages in accordance to the standards set forth by the Department of Transportation National Standard Curriculum, the guidelines of the American Heart Association, the American College of Surgeons, the New Jersey State Department of Health - Office of Emergency Medical Services (Chapter 40 of the New Jersey Administrative Code) and DEMS Department Policy.
Obtains a patient history and physical examination including the measurement of vital signs, auscultation of heart and lung sounds, and the performance of a basic neurological exam.
Performs trauma assessments in given patients, following the guidelines set forth by the American College of Surgeons, Prehospital Trauma Life Support program.
Appropriately manages a compromised airway, using manual methods, oropharyngeal or nasopharyngeal airways.
Appropriately ventilates and oxygenates patients who require intervention using bag-valve-mask ventilation, and other basic oxygen administration and ventilation devices.
Appropriately applies the Automatic External Defibrillator. Performs defibrillation as is recommended by the device, within accepted regional protocols.
Performs cardiopulmonary resuscitation and obstructed airway management techniques to the standards of the American Heart Association.
Performs all basic life support skills as required under N.J.A.C. 8:40 including but not limited to, immobilization techniques, splinting and bandaging and appropriate obstetric care.
Appropriately assists patients with approved pharmacological agents.
Performs field triage and assumes incident command functions in appropriate mass casualty situations, implementing incident command system plans and utilizing mutual aid as needed.
Appropriately utilize Advanced Life Support resources.
Appropriately documents all EMS dispatches including, but not limited to, completed BLS calls, refusals of care and recalled/canceled incidents using the current format for charting.
The EMT shall report to work on-time and in appropriate uniform. Vehicle checks shall be done at the beginning of each shift and shall include proper accountability of all keys and equipment. The shift report shall be appropriately documented by the on-coming crew in a timely fashion.
The EMT shall ensure completion of Physician certification statements, Medical Necessity forms, and all billing and transport documentation as needed.
The EMT shall carry out appropriate shift duties as assigned or directed.
The EMT shall carry out any other essential function as indicated by the DEMS management team.
Demonstrates the knowledge and ability to recognize patients in pain while in the patient physical presence and through hemodynamic signs and symptoms during chart review.
Demonstrates knowledge and understanding of the various populations served by the Department of Emergency Medical Services and respects cultural and social disparities while ensuring the continual treatment and care of the individual.
Reports all suspected and overt cases of abuse and neglect to the appropriate authorities as outlined in hospital policy.