Patient Relations Manager - TMC/Children's (Onsite)

Memorial Hermann Health System

9d•Onsite

About The Position

The Patient Relations Manager is responsible for managing the Patient Relations Department to support patient and family visitation, service resolution, and satisfaction. The manager leads the team's daily operations and ensures concerns, complaints, and grievances are addressed promptly, effectively, and in accordance with regulatory requirements. The role develops and manages Patient Relations staff, serves as an escalation point for complex concerns, and works with hospital leaders and other stakeholders to resolve issues and improve the patient experience. The position also directs patient visitation and special-request handling, oversees staff activity, reports on grievance and concern trends, and participates in budget planning and financial monitoring. It promotes safe, compassionate, personalized, and efficient experiences while supporting professional development and organizational goals.

Requirements

Bachelor of Arts or Bachelor of Science in Psychology, Business, Sociology, Management, or Marketing, or equivalent experience on a year-for-year basis.
At least 3 years of progressive, relevant experience.
Skills in patient relations and grievance management, leadership and team development, conflict resolution and de-escalation, healthcare regulatory compliance, patient/customer experience, stakeholder collaboration and relationship building, communication and interpersonal relations, adaptability, problem-solving, and sound judgment.
Hospital or healthcare operations experience.

Nice To Haves

Management experience.

Responsibilities

Direct daily patient visitation and the handling of patient special requests and patient/family grievances.
Interview, hire, train, and evaluate Patient Relations staff.
Direct the daily activities of Patient Relations staff.
Provide the director, key managers, and appropriate staff with reports on trends in patient grievances and concerns.
Participate in planning and monitoring the budget and monthly financials.
Ensure safe care for patients, staff, and visitors, and adhere to organizational policies, procedures, and standards within budgetary specifications, including time management, supply management, productivity, and quality of service.
Promote professional growth and development by meeting mandatory and continuing education and skills competency requirements.
Support department-based goals that contribute to organizational success.
Serve as a preceptor, mentor, and resource to less experienced staff.
Model service standards by providing safe, caring, personalized, and efficient experiences to patients and colleagues.
Perform other duties as assigned.