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About the Role
The Director of Patient Relations reports directly to the Vice President / Chief Experience Officer, directing and supervising the daily activities of the Patient Relations Office. This role oversees service recovery measures, escalates issues as needed, and promotes a patient-centered environment aligned with the Planetree Model. The Director will also be instrumental in understanding HCAHPS scores and regulatory requirements.
Responsibilities
- Direct and supervise the daily activities of the Patient Relations Office, ensuring timely response to all patient/family/staff requests.
- Oversee the provision and execution of on-the-spot, real-time service recovery measures.
- Escalate matters to the Vice President / Chief Experience Officer as needed for improvement opportunities.
- Provide a visible and participatory leadership presence, aligning role with the Patient Advocate Team for increased productivity, collaboration, and creativity.
- Promote a safe, cooperative, and professional healthcare environment to ensure optimum patient care.
- Make customer service a priority, treating all customers professionally and courteously.
- Effectively communicate about hospital services and ensure concerns reach the appropriate personnel in a timely manner.
- Handle a wide range of responsibilities to assure patient rights are upheld.
- Ensure language, advance directives, and health care proxy information is available and discussed.
- Oversee the hospital complaint resolution process to ensure policy and regulation compliance.
- Consult with staff, review medical records and databases as needed for problem-solving and resolution.
- Provide customer service training and support to staff.
- Conduct proactive rounding with patients and educate staff on Planetree values.
- Attend daily White Board Rounds.
- Assist Vice President / Chief Experience Officer with analysis of patient satisfaction survey scores and grievance/complaint data.
- Track and trend performance, identify opportunities for improvement, and develop/implement action plans.
- Support the Vice President / Chief Experience Officer to identify and mitigate barriers identified through patient complaints.
- Ensure compliance with all regulatory requirements for grievances and complaints.
- Manage the day-to-day operations in the Office of Patient Relations and Concierge.
- Provide operational supervision of staff, including discussing job performance and resolving issues.
- Make recommendations concerning staffing issues and procedural changes to senior leadership.
- Draft annual performance reviews and recommend personnel actions.
- Research and prepare reports/investigations required by senior administration.
- Facilitate productivity to overcome difficult aspects of work.
- Consult with administrative staff to resolve problems with equipment performance and work schedules.
- Arrange for necessary maintenance or repair work.
- Discuss work problems or grievances with HR and potentially the Union Representative.
- Schedule and maintain accurate records of vacation, elective, and sick time.
- Develop work schedules according to budget and workload.
- Review time off requests, ensuring minimal overtime before administrative approval.
- Train and instruct on new policies and arrange training with in-services.
- Perform any other duties as assigned within the scope of the job.
Requirements
- Bachelor's Degree required.
- Master’s Degree preferred.
- Degree in healthcare administration or related field preferred.
- Knowledge and comprehension of the structure of patient advocacy programs, patient relations organization, program development implementation and evaluation, group work, education, communication, the consultation process, public health and social welfare, the social implications of health and disease development, goals and policies of community-based hospital systems and professional ethic.
- Proficiency in writing and editing letters and reports.
- Strong problem-solving skills and ability to quickly resolve issues and concerns.
Skills
- Service recovery
- Leadership
- Communication
- Problem-solving
- Customer service
- Training
- Data analysis
- Regulatory compliance
Location
- SBH Health Systems
Work Type
- Full-time
Experience Level
- Director
Education Level
- Bachelor's Degree
- Master's Degree
About the Company
- SBH Health Systems is governed by HCAHPS scores, CMS, DOH, and other regulatory oversight agencies.