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Job Description

Req#: 5001025340506

Job Description

Job Summary

Director of Patient Relations reports directly to the Assistant Vice President / Chief Experience Officer. Directs and supervises the daily activities of the Patient Relations Office ensuring timely response to all patients/families/staff requests. The Director will oversee the provision and execution of on the spot, real time service recovery measures and he/she will escalate matters to Assistant Vice President / Chief Experience Officer as needed for improvement opportunities. A visible and participatory leadership presence aligning role with Patient Advocate Team to allow for increased productivity, collaboration and creativity by being innovative, designing and leveraging work, promoting transparency within the Patient Experience Division. With leadership of the Assistant Vice President / Chief Experience Officer and a strong grasp of patient relations, the Director of Patient Relations will be instrumental by having a comprehensive understanding of the HCAHPS scores, CMS, DOH, OMH and other regulatory oversight agencies by which SBH Health Systems are governed. Educating and fostering a culture promoting Planetree Model in the delivery of compassionate and empathetic care across all disciplines of service in patient centered environment.

Requirements

Duties and Responsibilities

1. Handles a wide range of responsibilities across hospital services in assuring that patient rights are upheld, point person and leader in Patient Relations Department.
2. Assures that language, advance directives, health care proxy information is available and discussed in patient centered environment.
3. Oversees hospital complaint resolution process is in compliance with policy regulation, meets with departments for corrective actions if needed.
4. Responsible for the functioning of the day-to-day operations in the Office of Patient Relations
5. 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 Consults with staff, reviews medical records and other data bases as needed to gather information for problem solving, action and resolution.
6. Proficiency in writing and editing letters and reports
7. Strong problem-solving skills and ability to quickly resolve issues and concerns.
8. Provide customer service training and support to staff.
9. Assist Assistant Vice President / Chief Experience Officer with analysis of patient satisfaction survey scores and grievance and complaint data, track/trend performance, identify opportunities for improvement and develop/implement action plans.
10. Support the Assistant Vice President / Chief Experience Officer of the Patient Experience Division and collaborate to identify and mitigate barriers identified through patient complaints.
11. Ensure compliance with all regulatory requirements, including CMS, DOH, The Joint Commission, for all grievances and complaints.
12. Do pro-active rounding with patients and educate staff on Planetree values on units. Attend daily White Board Rounds
13. Any duty as may be assigned within the scope of the job.

*-indicates duty is "essential" as defined by the Americans with Disabilities Act (ADA)

Core Expectations

Promote a safe, cooperative and professional healthcare environment to ensure optimum patient care consistent with SBH policies.
Adheres to all hospital policies, procedures, rules and regulations, including but not limited to absenteeism, ETIME, cellular phone usage, dress code, and rules of conduct.
Makes customer service a priority, treating customers (patients, visitors, and co-workers) in a professional manner exercising courtesy and tact. Effectively communicates with patients and others about SBH services in their area(s) of expertise or responsibility and ensures that concerns, questions or issues reach the right person(s) in SBH in a timely manner.

Minimum Education

(HS/GED; specialized training; degree and discipline)

Bachelor's Degree preferred; Degree in healthcare administration or related field.