Supervisor Patient Relations
Supervises department functions related to hospital patient relations, advocacy and experience. Develops, designs, implements, and manages organizational-wide TMC Patient Relations and Experience Program. Supervises staff/programs to ensure best practices for patient advocacy and experience are implemented and effective. Works in concert with the Patient Experience Team to provide 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 expereince for senior leadership by helping to identify improvement opportunities.
ESSENTIAL FUNCTIONS :
Develops and implements an organization-wide patient advocacy and patient experience program designed to consistently and comprehensively provide for the support needs of our patients, their families, and visitors.
Works with patient representatives, chaplains, volunteers, and nursing leadership to review, analyze, and design proactive programs to improve patient outcomes and satisfaction metrics.
Develops clear goals for our patient advocacy and patient experience program and action plans for meeting those goals.
Develops and accountable for department budget.
Leads, and/or participates in Volunteer Services, Chaplain Services, Patient Liaison activities, nursing and patient experience huddles, and strategies related to “Patient Experience.”
Implements customer-focused processes, and participates in performance improvement activities within specific environments.
Performs activities related to compliance with regulatory standards; serves in leadership role in overseeing and facilitating the grievance process as required by regulatory agencies.
Accountable for staff performance, supports values, vision, and strategic direction of customer service and patient experience.
Develops and provides training/educational programs for staff for patient advocacy and patient experience.
Ensures compliance with all regulatory requirements. Maintains all files and responds to regulatory agencies such as CMS and DHS as appropriate.
Prepares reports addressing patient advocacy and patient experience issues, activities, actions, and presents to leadership team and other venues as appropriate.
Collaborates with Quality Management and Risk Management nursing leaders to identify issues of concern and coordinate responses.
Develop methods of measuring processes.
Utilizes data analysis to facilitate systems improvements. Reports trends to staff and leadership.
Acts as liaison with nursing/medical staff and community social agencies to facilitate problem solving and coordinate services; serves as an educational resource regarding patient’s condition treatment and progress.
Interacts and consults with providers, managers/directors, executive leadership, and community in an effort to reach complaint resolution.
Encourages understanding and adherence by both staff and patients to hospital philosophy on patient’s rights and responsibilities.
Gathers and prepares statistical information to identify trends and collaborate in the development of system improvements.
Researches best practices on issues to provide recommendations on process improvement that might be impacting patient satisfaction.
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.