Patient Relations Manager - Full Time Days - Jefferson Abington

Thomas Jefferson University•Montgomery County, PA

17h•Onsite

About The Position

Oversees the day-to-day management and resolution of patient, family, and visitor complaints; serves as a liaison between patients, hospital colleagues, and clinical/non-clinical departments affecting patient care. Serves as a liaison for service excellence initiatives which include leading the organizational service excellence endeavors.

Requirements

Bachelor’s Degree in Nursing or Bachelor’s Degree in Healthcare or customer service related field.
RN - Licensed Registered Nurse_PA - State of Pennsylvania

Responsibilities

Intakes and manages patient, family, and visitor complaints regarding care through to resolution in accordance with the regulatory requirements related to grievance handling.
Oversees the data management system for the organizations feedback/grievance process.
Ensures responses to grievances within the time frame mandated.
Communicates with patients, visitors, medical staff, and employees verbally and in writing.
Educates staff in service recovery best practices to allow for immediate, ongoing, real-time solutions in resolving patient/family dissatisfaction.
Prepares timely reports related to patient satisfaction and/or complaints data.
Participates in performance improvement programs as a data source for statistics, investigations, and patient and/or family contacts as needed.
Provides personnel management services, recruitment, training, supervision, and evaluation of staff.
Prepares budget and ensures expenses stay within budget guidelines.
Provides a quarterly report on all grievances and complaints.

Benefits

medical (including prescription)
supplemental insurance
dental
vision
life and AD&D insurance
short- and long-term disability
flexible spending accounts
retirement plans
tuition assistance
voluntary benefits
tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service