Patient Relations Manager

The patient relations manager in coordination with the patient relations director is responsible to ensure that the services delivered within the Patient Relations department of Driscoll Children’s Hospital and Driscoll Children’s Hospital RGV are provided to patients in an efficient, effective and patient/family centered manner. The manager of patient relations is responsible for working with hospital staff in delivering compassionate patient-centered care to achieve the hospital’s Mission, Vision, and customer satisfaction for patients, employees, physicians, and others.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive; employees will perform other reasonably related business duties as assigned by the immediate supervisor and/or hospital administration as required.

• Maintains the utmost level of confidentiality at all times.
• Adheres to hospital policies and procedures.
• Facilitates departmental education and compliance with hospital policies and procedures.
• Responsible for scheduling of patient relations staff.
• Responsible for monitoring inpatient and outpatient census to ensure appropriate work assignments.
• Actively facilitates the competency assessment of staff.
• Monitors productivity levels and takes corrective action as needed.
• Completes departmental orientation.
• Monitors staff compliance with organizational compliance requirements.
• Initiates and supports departmental and cross-functional performance improvement activities.
• Ensures departmental compliance with regulatory standards.
• Demonstrates competency in the investigation, reporting and resolution of patient, staff and visitor incidents and complaints through the formal grievance/complaint process.
• Participates in departmental strategic planning.
• Works to align the departmental goals with the goals of the organization.
• Utilizes hospital resources in order to meet departmental needs.
• Attends and participates in departmental and hospital meetings as required.
• Facilitates staff meetings as a means to disseminate information and provide education.
• Manages departmental activities within budgetary limits.
• Participates in the recruitment of personnel.
• Will occasionally drive for Driscoll Children’s Hospital business.
• May be required to work at an alternate location (CC or RGV) to support organizational needs.
• Works directly and collaboratively with leaders to implement Service Excellence initiatives based on the strategic plan to enhance the patient experience.
• Maintains effective communication between Director/Sr. Director of Patient Relations and departmental leaders.
• Serves as a central resource for information concerning Patients' Rights and Responsibilities and ethical issues.
• Coordinates, investigates and resolves complaints and grievances from patients and families by providing a formal grievance process for the organization. Acts as a liaison between patients, their families, community, physicians, and hospital staff. Monitors grievances.
• Leads the effort to collect, analyze, and evaluate patient experience data and comments. Utilizes feedback to facilitate systems improvements to better meet the consumer's needs. Reports and plans with the Senior Director, Vice-Presidents, and department manager’s improvement plans for departments and organization.
• Prepares reports for Committees, Executives, Senior Management and Department Directors/Managers.
• Provides expertise on customer needs and expectations and acts to educate staff and physicians concerning these issues.
• Provides leadership and/or consultation to committees that impact on consumer needs and respect for Patients' Rights. Participates on other committees as indicated or appropriate.
• Promotes confidentiality, respect and dignity for all persons as standards for department and organization.
• Follows strict compliance in complaint and grievance regulations and standards.
• Gathers and analyzes information about what the customers expect and need, trending and reporting on a regular basis to assist in decision making.
• Understands and Reviews Patient Experience Data provided from Private Surveyor Company.
• Oversees language access options in place for Limited English Proficient families and patients.
• Sensitizes hospital employees to specialized healthcare needs of Hispanic/Latino patients and their families.
• Facilitates in-services, training, new employee orientation, and information to staff as needed on customer service.
• Responsible for Reward and Recognition programs and employee activities (i.e. Clara Spirit, Kudos from families, etc.).
• Assists Patient Reps and Directors with grievance process.
• Must have reliable transportation.

• Effectively administers performance management system including:
• developmental feedback
• goal setting
• assesses competency
• annual performance evaluations
• Strong knowledge of and effective in administering hospital policies and procedures.
• Responsible for sound management of human resources.
• Makes and implements decisions compatible with organizational goals.
• Maintains composure, effectiveness, and flexibility under pressure.

• Bachelor's degree (B. A.) from four-year College or University; or associate’s degree and one to two years related experience and/or training; or equivalent combination of education and experience. Must have familiarity with basic medical terminology in Spanish and English.