Manager Patient Relations and Experience

SUMMARY:

Leads and oversees multiple departments, including Patient Relations, Patient Experience, and International and Language Services (ILS). This role develops, designs, implements, and manages organizational-wide projects as it relates to patient relations, advocacy, patient experience, and translations services. Provides collaborative programs that guide further development to meet the needs of our patients, their families, and visitors. Acts as an on-going monitor of patient advocacy, quality profiling, and patient experience by helping to identify improvement opportunities. Leads high-quality interpretation and translation services for patients, family members, and the hospital’s clinical and non-clinical staff to ensure culturally sensitive, complete, and confidential access and patient satisfaction for our non-English speaking patients.

ESSENTIAL FUNCTIONS :

Manages staff/programs to ensure best practices are effectively implemented and adopted. Understands and implements patient-centered care, ideas, philosophies, and practices throughout all areas of the organization.

Develops and implements an organization-wide patient advocacy and patient experience program; develops metrics and goals that are designed to consistently and comprehensively provide support for our patients, their families, and visitors.

Works with relevant leadership to review, analyze, and design programs to improve patient outcomes and satisfaction metrics while ensuring programs, processes, and experiences recognize and address the multi-cultural needs of the patient population.

Manages departmental operations & marketing budgets for all three departments. Assists with budget development.

Implements marketing plan in collaboration with Communications Team.

Directs and manages staff; interviews, hires and trains; evaluates employee performance; manages performance problems as appropriate; dele gates work assignments effectively. Supports values, vision, and strategic direction of customer service, patient experience, and translation services.

Ensures compliance with all regulatory requirements, including HIPAA. Maintains all files and responds to regulatory agencies such as CMS and DHS. Oversees and facilitates the grievance process as required by regulatory agencies.

Prepares reports addressing patient experience and ILS issues, activities, and actions; utilizes data analysis to facilitate systems improvements. Reports to leadership team and other venues as appropriate.

Acts as liaison to facilitate service recovery.

Interacts and consults with providers, managers/directors, and executive leadership in an effort to coordinate and facilitate complaint resolution. 

Researches best practices on issues to provide recommendations on process improvement that might impact patient satisfaction.

Performs related duties as assigned.

MINIMUM QUALIFICATIONS

EDUCATION:  Bachelor's degree required; bachelor’s degree in nursing preferred.

EXPERIENCE:  Five (5) years of applicable nursing or healthcare experience; preferably, three (3) years in a supervisory or lead role within an acute care setting.

LICENSURE OR CERTIFICATION:  If clinical, current license permitting work in State of Arizona.                                                                                             

KNOWLEDGE, SKILLS AND ABILITIES: 

·         Knowledge of Patient Rights, CMS regulations and hospital best practices to ensure proper evaluation of issues and concerns that might arise.

·         Knowledge of internal/community resources available to assist patients.

·         Knowledge of HCAHPS and Press Ganey, survey methodology and survey results interpretation

·         Skill in communicating verbally and in writing with a wide range of personnel, patients, physicians, and hospital management.

·         Skill in reviewing complaints and issues; skill in interviewing patients and families to determine most appropriate resolution.

·         Ability to manage people and programs.

·         Ability to understand and comprehend typical medical conditions, diagnostic procedures, surgery, and other interventions while explaining and facilitating conversations with patients and families.

·         Ability to write reports, business correspondence, etc.

·         Ability to present education, updates or detailed reports to all levels of personnel or leadership teams.

·         Ability to effectively present information and respond to inquiries or complaints from employees, patients, and/or their representatives, and the general public.

·         Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.

·         Ability to define problems, collect data, establish facts, and draw valid conclusions; ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

·         Bilingual (English/Spanish) preferred.

·         Knowledge of marketing and advertising concepts, methods, and implementation.

·         Skill in the use of computer applications to provide web applications, materials, forms, and links.

·         Ability to use Microsoft Office products such as Excel, Word, and PowerPoint.