Patient Relations Manager - Office of the Patient Experience

University of Iowa•Iowa City, IA

36d

About The Position

The University of Iowa Health Care is seeking a Patient Relations Manager. The Patient Relations Manager is a key leadership role within the Office of the Patient Experience at University of Iowa Health Care. This position requires a dynamic leader who can inspire and guide a team dedicated to resolving patient concerns and promoting patient rights. Strong leadership is essential to ensure effective departmental operations, foster professional growth among staff, and maintain a culture of excellence and empathy. The manager serves as the first point of escalation for complex issues, providing strategic direction and decision-making that aligns with organizational priorities.

Requirements

Bachelor's degree in life science, psychology, sociology, nursing, health administration or related field, or an equivalent combination of education and experience.
A minimum of 3 years of leadership experience working in a similar capacity (i.e. providing direct patient or customer support, identifying circumstances that generate customer dissatisfaction, and aiding in resolution of problems, issues or concerns).
Excellent written and oral communication skills are required (demonstrated through good listening and interpersonal skills, and the ability to adapt language, style, and tone to different audiences to ensure that the message is understood as intended).
Professional job-related experience fostering or promoting a welcoming and respectful work environment where people of all backgrounds and perspectives feel welcomed and appreciated.
Must be able to demonstrate a professional presence reflecting exceptional customer service and cultural sensitivity.
Ability to work independently and as a team member.
Demonstrated proficiency in Microsoft Office Suite (including Outlook, Word, Power Point and Excel) is required.
The successful candidate must possess excellent verbal and written skills, strong analytical and problem-solving skills; ability to make formal presentations; excellent interpersonal skills; must be empathetic and patient and possess good judgement.
Position requires extensive direct interaction with physicians, top levels of management, and dissatisfied patients.

Nice To Haves

Experience working in a hospital/health care setting in a role dealing with patients, families, physicians, staff and senior-level administrators.
Considerable knowledge of University of Iowa Healthcare policies, procedures and regulations is desirable.

Responsibilities

Lead and supervise Patient Relations Specialists, including hiring, training, and performance management.
Develop and implement departmental protocols and policies to ensure consistency and compliance with regulatory standards.
Conduct annual performance appraisals and create opportunities for staff development through regular meetings and educational sessions.
Act as the formal leader for resolving high-level patient and family concerns, ensuring timely and effective service recovery.
Serve as a liaison between patients, families, and UI Health Care administration, staff, and physicians. The manager ensures patient grievances are resolved in accordance with hospital policies and federal/state regulations while promoting patient rights and satisfaction.
Manages departmental staffing model to ensure timely assignment and resolution of patient and family complaints and grievances
Performs annual staff performance appraisals to align performance goals with organizational priorities and support each team member's professional growth
Directs weekly staff and individual one on one meetings, creating an agenda and arranging guest speakers who offer educational information to staff that will enhance their ability to provide exceptional service to stakeholders
First point of escalation and formal leadership in the department for patients/families and patient relations specialists
Directs work assignments/evaluates and monitors staff assignments
Develops department protocols/policies to assure consistent office guidelines
Lead unique service recovery opportunities. Includes decision making based on subject matter expertise, enlisting and delegating work assignments, and follow up with patients/families
Provides complaint/grievance reports for administration during on site surveys conducted by regulatory agencies
Serve as a central resource for information concerning patients' rights and responsibilities.
Promote compliance with Joint Commission requirements and federal and state regulations pertaining to patients' rights and assist with their implementation throughout the organization.
Coordinate, investigate, resolve and respond to patient/visitor inquiries, complaints and grievances related to the services and healthcare provided by staff and physicians.
Promote confidentiality, respect and dignity for all persons as standards throughout the organization by serving as a resource for staff training and education programs in the College of Medicine, College of Nursing and other relevant colleges and departments within the University of Iowa.