Patient Relations Manager

West Tennessee Healthcare•White Deer, TX

10d•Onsite

About The Position

Provides coordination, leadership and direction for the Patient Relations Department and the role it plays in the initial patient complaint and grievance process. Assists the Director of Patient and Physician Satisfaction in developing, implementing and managing patient satisfaction programs and strategies for West Tennessee Healthcare. Employee is subject to call back as required by the hospital.

Requirements

Minimum of three years of experience in patients relations or a related field within a healthcare system is required.
Minimum of two years of supervisory experience is required.

Nice To Haves

Bachelor’s Degree in business administration, communications, public relations or a related field is preferred.
Background in patient satisfaction and communications is preferred.

Responsibilities

Facilitates and coordinates an immediate resolution between patients or their representatives and JMCGH departments, Administration and the Grievance Committee.
Manages the Patient Relations Department to provide an effective and accessible avenue for patients to express complaints or grievances concerning their patient experience.
Manages all aspects of the Patient Relations Department, including direct supervision of the Patient Relations Representative and ongoing development of the scope of service for Patient Relations Volunteers.
Proactively recommends changes for improving processes based on complaint and grievance trends.
Provides the System-wide Quality Plus Committee, Quality Council and Board of Trustees with monthly and annual trend reports related to the compliant and grievance process.
Maintains a current understanding of CMS and JCAHO guidelines as they apply to the complaints and grievance process, and updates West Tennessee Healthcare Management Guidebook Policies to reflect changes in the guidelines.
Collaborates with the Compliance and Risk Management Departments to ensure compliance.
Serves as the resource person for Advance Directives at JMCGH.
Creates educational materials for patients and employee training programs related to advance directives procedures for the West Tennessee Healthcare system.
Coordinates notary services.
Develops and delivers educational presentations for staff and management on conflict management, the complaints/grievance process, advance directives and patient satisfaction issues.
Provides education to new staff on these processes through New Employee Orientation.
Assists in designing, coordinating and implementing patient satisfaction programs system- wide for West Tennessee Healthcare.
Leads and gives direction to the Creative Team for patient satisfaction programs.
Leads the Guest Excellence Catcher Employee Reward Program and Committee, and provides direction and vision for the program.
Develops, recommends and maintains an annual budget for the Patient Relations.
Serves on committees pertinent to improving services at West Tennessee Healthcare, including various Patient Satisfaction committees.
Performs related responsibilities as required or directed.