Patient Relations Manager

Alameda Health System•Oakland, CA

About The Position

The Patient Relations Manager manages patient relations, complaints, and grievance activities and serves as a liaison between patients, their families, physicians, departments, and administration. The role oversees the patient complaint and grievance process, including investigations, data management, response coordination, and resolution. It also develops grievance-management policies and procedures, creates educational materials, and provides system-wide training. The manager assesses risk and urgency in complaint-related situations, facilitates communication and crisis intervention, investigates concerns, and guides patients and families to appropriate providers and resources. The position also maintains communication with insurance companies, monitors pending grievances, supports Safety Alert System case investigations and follow-up, and may conduct electronic medical record reviews. The required education is a high school diploma or GED, with a bachelor's degree preferred. Three years of experience in a healthcare environment is required; one year of crisis intervention experience and crisis intervention certification are preferred. The listed pay range is $48.21–$80.34 per hour. Eligible positions receive a comprehensive benefits program.

Requirements

High school diploma or GED.
Three years of experience within a healthcare environment.

Nice To Haves

Bachelor's degree.
One year of crisis intervention experience.
Crisis intervention certification.

Responsibilities

Manage the patient complaint and grievance process, including investigations, data management, response coordination, and resolution.
Develop policies and procedures related to grievance management.
Create educational materials and provide system-wide training.
Coordinate communication between patients, families, and medical staff.
Assess the urgency and risk of situations arising from complaints or grievances and determine appropriate actions.
Perform crisis intervention to facilitate resolution.
Investigate concerns and interview impacted patients or families to determine the nature of care needed and direct them to appropriate healthcare providers.
Provide patients and families with information about hospital services, procedures, protocols, and resources for addressing complaints and grievances.
Communicate with insurance companies, including BETA Heart, to inquire about payable or paid claims.
Monitor pending grievances and assist with Safety Alert System investigations, follow-ups, and case closure.
Provide feedback to patients and families regarding their concerns and complaints.
Maintain communication with insurance companies, including Alameda Alliance and Blue Cross, and conduct electronic medical record reviews when required.
Perform other duties as assigned.