Supervisor, Patient Relations

Nebraska Medicine•Omaha, NE

About The Position

Serious Medicine is what we do. Being extraordinary is who we are. Every colleague plays a key role in upholding this promise to our patients and their families. Shift: First Shift (United States of America) Shift Details: M-F 8am - 4:30pm Why Work at Nebraska Medicine? Together. Extraordinary. Join a team that values your skills, delivering exceptional care through collaboration. Leading Health Network Work with the region’s top academic health network, partnering with UNMC to transform lives through education, research, and patient care. Dignity and Respect: We value all backgrounds and experiences, reflecting the communities we serve. Educational Support Enjoy up to $5,000/year in tuition assistance, a 35% discount at Clarkson College, and career advancement opportunities with covered educational costs. Enjoy support for your personal growth within the organization, from those just starting their healthcare careers to those who are years down the path. Be part of something extraordinary at Nebraska Medicine! Serve on the leadership team as a supervisor for Patient Relations by overseeing all aspects of day-to-day operations as well as staff supporting department. Collaborate with leadership to guide daily and ongoing activities of the department. Partner closely with colleagues within and outside of the department and serve as subject matter expert, resource and coach/mentor on complaint/grievance process and service recovery. Regularly model/mentor and train colleagues on communication skills, service recovery processes and initiatives to enhance the patient’s experience. Lead team members in monitoring, reporting and analyzing grievance data in order to identify priorities and opportunities for improvement. Develop and organize tools, processes and procedures that can be utilized across the health system to ensure service excellence and timely service recovery. Design and deliver education and coaching to organizational leaders and staff on service recovery and de-escalation strategies. Lead the complaint and grievance process to exceed patient/family expectations and regulatory requirements. Focus on and lead teams in service resolution, complaint management and patient feedback. Serve as a liaison between all levels of the organization and the patient/family with the goal of providing the best patient experience. Analyzes trends in complaints/grievances data and alongside director, Risk Management, and Quality. Identifies opportunities for improvement and action plan.

Requirements

Minimum of two years clinical experience required.
Minimum of two years of experience to include the majority of the following: serve as a clinical expert for a group of employees, regularly model/mentor and train employees on technical skills, make decisions regarding daily priorities for a work group, provide guidance to and/or assist staff on non-routine or escalated issues.
Bachelor's degree in a clinical healthcare related field required.
Strong interpersonal skills and capabilities, along with the ability to work cross-functionally with other leaders required.
Demonstrated excellent organizational and communication skills (written and verbal), leadership and facilitation abilities required.
Proficiency with office computer tools (PowerPoint, Excel, Access, Visio and Word) required.
Ability to work independently, exercise creativity/innovation and be attentive to detail required.
Ability to problem solve and exhibit strong judgment skills in a well-thought out and timely fashion and determine appropriate course of action in significantly complex situations required.
Currently licensed as a Registered Nurse in the state of Nebraska OR current compact state license OR appropriate allied health license in the state of Nebraska as required in accordance with appropriate degree required.

Nice To Haves

Demonstrated experience and competency with quality improvement, outcomes monitoring, and/or process development in the healthcare arena preferred.
Demonstrated experience in data collection, analysis and interpretation preferred.
Some management OR leadership experience preferred.
Master's degree in nursing or related field preferred.
Training or experience and competency with service improvement, conflict management, and management of complaints and grievances preferred.

Responsibilities

Serve on the leadership team as a supervisor for Patient Relations by overseeing all aspects of day-to-day operations as well as staff supporting department.
Collaborate with leadership to guide daily and ongoing activities of the department.
Partner closely with colleagues within and outside of the department and serve as subject matter expert, resource and coach/mentor on complaint/grievance process and service recovery.
Regularly model/mentor and train colleagues on communication skills, service recovery processes and initiatives to enhance the patient’s experience.
Lead team members in monitoring, reporting and analyzing grievance data in order to identify priorities and opportunities for improvement.
Develop and organize tools, processes and procedures that can be utilized across the health system to ensure service excellence and timely service recovery.
Design and deliver education and coaching to organizational leaders and staff on service recovery and de-escalation strategies.
Lead the complaint and grievance process to exceed patient/family expectations and regulatory requirements.
Focus on and lead teams in service resolution, complaint management and patient feedback.
Serve as a liaison between all levels of the organization and the patient/family with the goal of providing the best patient experience.
Analyzes trends in complaints/grievances data and alongside director, Risk Management, and Quality.
Identifies opportunities for improvement and action plan.