Manager Patient Relations

Cone Health; Greensboro (NC); On-site; USD 85,000 - 110,000; Full time

Job summary

Cone Health is seeking a Manager of Patient Relations to lead the Patient Relations Specialist Team and oversee the patient grievance and nondiscrimination processes across Cone Health’s facilities. The role requires collaborating with leadership to investigate and respond to grievances and conduct regular audits for regulatory compliance.

The position emphasizes data analysis, cross-department collaboration, and contributing to process improvements while supporting regulatory visits and

Qualifications

• 3-5 years of customer service experience in a healthcare setting.
• Preferred: 2+ years of staff management experience.

Responsibilities

• Oversee the Patient Relations Specialist Team to ensure regulatory compliance for grievance management and nondiscrimination processes.
• Lead audits of submitted grievances across all locations and biweekly meetings to report updates.
• Manage complex patient grievances and coordinate investigations with department and service lines.
• Conduct reinvestigations of grievances requiring additional follow-up.
• Analyze and present monthly and quarterly data on patient grievances to leadership.
• Collaborate with Vanderbilt CORES and PARS for data submission and analysis.
• Review and ensure compliance with patient grievance policies and procedures during regulatory visits.
• Support the Director of Clinical Compliance and Regulatory Services during state, federal, and accreditation visits.
• Engage stakeholders to discuss grievances and identify process improvement strategies.
• Participate in organizational committees and projects related to patient grievance management.

Skills

Customer service

Healthcare experience

Education

Bachelor's degree

Master's degree (preferred)

Job description

The Manager of Patient Relations oversees and leads the Patient Relation Specialist Team and manages the patient grievance and nondiscrimination grievance process. This role acts as a subject matter expert on regulatory compliance for handling high-volume patient grievances across Cone Health's wholly owned entities, including five hospitals, free standing emergency departments, accredited physicians and outpatient offices, and non-accredited physician office locations. Responsibilities are carried out in accordance with regulatory standards, patient grievance and nondiscrimination policies and procedures, and standard of work processes. The Manager collaborates with departmental and service line leadership to investigate and respond to patient and family grievances, aiming to restore trust in the organization. Additionally, this role is responsible for conducting weekly grievance audits to ensure regulatory compliance and grievance closure, as well as analyzing, interpreting, and presenting data related to patient grievance management.

Essential Job Function:

• Manage the Patient Relations Specialist Team to assure compliance with regulatory guidelines and organizational policies for the grievance management process and nondiscrimination grievance process.
• This includes audits of each submitted grievance for accredited and non-accredited locations, leading biweekly meetings reporting updates on the grievance process and providing support where needed to assist in Patient Relations Specialist Team assignment completion.
• Manage complex patient grievances and collaborate with departmental and service line leaders to investigate and resolve these issues.
• Conduct reinvestigations of previously registered grievances that require additional follow-up.
• Analyze and interpret data related to patient grievances on a monthly and quarterly basis.
• Present this information to leadership team members throughout the organization.
• Collaborate with Vanderbilt CORES and PARS for data submission and analysis.
• Regularly review the patient grievance management policy and procedure and standard of work processes to ensure compliance with regulatory, departmental, and organizational expectations.
• Assist the Director of Clinical Compliance and Regulatory Services, Section 1557, Civil Rights and Section 504 Coordinator, and the Accreditation and Patient Safety Teams by providing patient grievance information during state, federal, and accreditation regulatory visits.
• Regularly meet with key stakeholders to discuss patient grievance and identify process improvement strategies.
• Serve on various organizational committees and participate in projects that involve aspects of patient grievance management.

Education:

• Required: Bachelor's Degree
• Preferred: Master's degree in a Health-Related Field.

Experience:

• Required: 3-5 years of customer service experience in a healthcare setting.
• Preferred: at least 2 years' experience managing staff.