Manager Patient Relations Administration

aah; Winston-Salem (NC); Hybrid; USD 57,000 - 85,000; Full time

Job summary

Wake Forest Baptist Medical Center seeks a full-time Risk & Patient Experience Liaison to support patients, families, staff and faculty. The role is dayshift, 40 hours/week, hybrid with 3–4 days onsite, and requires a Bachelor's in Sociology/Psychology or related field along with 5 years in a medical setting.

Responsibilities include complaint resolution, risk management communications, and collaboration with committees. Location: Winston-Salem, NC. Salary range $41.10–$61.65 per hour.

Qualifications

• Bachelor's degree in Sociology, Psychology, or other Human Relations field.
• Five years related experience in a Medical Center setting.
• Exceptional oral and written communication skills.
• Exceptional interpersonal, problem solving, and investigative skills.
• Mediation skills, customer service and/or medical field experience required.
• Knowledge of medical terminology.
• Knowledge of government accreditation requirements.

Responsibilities

• Liaise and mediate for patients, families, staff and faculty.
• Explain medical phenomena and hospital policy with confidentiality.
• Provide professional support services across hospital departments.
• Represent Risk Management with written and verbal communications.
• Contribute to committees and initiatives; participate in meetings and trainings.
• Investigate and resolve patient/family concerns; report and document issues.
• Document grievances and coordinate with policy and deadlines.
• Collaborate with Risk Management on care appropriateness and safety concerns.
• Oversee Volunteer Services and train volunteers for patient rounding.
• Mentor new hires and maintain professional knowledge; participate in weekly meetings.

Skills

Communication

Interpersonal skills

Mediation

Problem solving

Investigative skills

Customer service

Medical terminology

Accreditation knowledge

Education

Bachelor's degree in Sociology/ Psychology/ related field

Master's degree preferred

Job description

Department:

10663 Wake Forest Baptist Medical Center - Teammate Activities and Events

Status:

Full time

Benefits Eligible:

Yes

Hou rs Per Week:

40

Schedule Details/Additional Information:

Full-time, dayshift Monday - Friday and will be a hybrid role with anticipation of 3-4 days onsite.

No relocation and no sponsorship or transfer of visa for this position now or in the future.

Pay Range:

$41.10 - $61.65

Major Responsibilities:

• Serves as a liaison, mediator and point of contact for patients, families, and staff and faculty experiencing difficulties.
• Explains medical phenomena and hospital policy/procedures in understandable terminology and maintains confidentiality of all information. Handles complex issues/problems and refers only the most complex issues to higher-level staff. Exercises good judgment and discretion, knowing when to elevate problematic situations to achieve resolution.
• Provides professional support services for all hospital departments/clinics, including management teams, physicians, and administration. Builds relationships and establishes rapport within the Medical Center.
• Represents Risk Management and executive leadership with written and verbal communications.
• Advises and contributes to various committees and initiatives within the Medical Center, attends debriefing/disclosure meetings, participates in Charge Nurse Training, serves on organizational committees, facilitates and, relationship building, and negotiations of monetary and billing claims and requests. Possesses comprehensive knowledge of subject matter.
• Reports, investigates, and resolves patient/family concerns. Identifies and reports all relevant aspects of patient concerns and allegations of abuse in a concise and objective manner. Reviews medical records to determine the basis of concerns and to execute the reporting process effectively.
• Provides verbal or written follow-up in a timely manner by recognizing and prioritizing situations that require immediate attention. Thoroughly addresses specific questions and areas of concern, and implements plans for improvement to prevent the recurrence of reported problems.
• Analyzes and obtains the information necessary to document grievances in accordance with Medical Center policy as well as state and federal directives. Maintains documentation and completes formal letters of resolution to meet deadlines.
• Collaborates with Risk Management to determine the appropriateness of care, if any financial considerations are advisable, and escalates situations involving safety concerns or legal action.
• Oversees the departmental Volunteer Services Program and provides an environment of care. Trains volunteers for sensitive and confidential rounding of patients. Ensures volunteer schedule is maintained and assigned duties are performed.
• Maintains professional knowledge and exhibits versatility. Trains, coaches, and mentors patient experience managers, new hires and less experienced colleagues. Participates in weekly meetings, webinars, completes hospital-required trainings, and attends conferences. Interacts with co-workers in an effective, positive, team-building and professional manner to encourage a cohesive work environment throughout WFBH.
• Provides age/developmentally appropriate patient care in accordance with Age/Developmental Specific Care Guidelines for specific age groups served.
• Performs other duties as assigned.

Licensure, Registration, and/or Certification Required:

None Required.

Education Required:

Bachelors degree in Sociology, Psychology, or other Human Relations field.

Education Preferred:

Masters degree in Sociology, Psychology, or other Human Relations field.

Experience Required:

Five years related experience in a Medical Center setting required.

Knowledge, Skills & Abilities Required:

• Exceptional oral and written communication skills
• Exceptional interpersonal, problem solving, and investigative skills
• Works independently and possesses expertise in mediation skills
• Knowledgeable about governmental agency accreditation requirements
• Ability to deal calmly and effectively with people who may be emotionally volatile
• Mediation skills, customer service and/or medical field experience required
• Knowledge of medical terminology
• Medical Center service lines/chain of command

Physical Requirements and Working Conditions:

Constant change and learning opportunities Subject to many interruptions and stressful situations Occasionally subject to irregular hours Contact with patients under wide variety of critical, stressful, and often public circumstances Fast paced

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our Commitment to You:

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