Patient Relations Manager - TMC/Children's (Onsite)

Memorial Hermann Health System; Houston (TX); On-site; USD 90,000 - 110,000; Full time

Job summary

Memorial Hermann Health System is seeking an experienced leader to manage the Patient Relations Department, ensuring high-quality patient and family experiences. You will oversee staff, handle grievances, and report trends to leadership.

Role requires 3+ years in patient relations or related fields with strong communication and problem-solving abilities. Leadership and regulatory awareness are essential for success in this role.

Qualifications

• Education: BA or BS in Psychology, Business, Sociology, Management or Marketing or equivalent experience on a year-for-year basis.
• Experience: a minimum of 3 years of progressive, relevant experience; management experience preferred.
• Licenses/Certifications: none.

Responsibilities

• Directs daily patient visitation and handling of patient/family grievances.
• Directs daily activity of patient relations staff and hires/trains staff.
• Provides reports on trends in patient grievances and concerns to leadership.
• Participates in budgeting and monthly financial monitoring.
• Ensures adherence to Memorial Hermann policies and standards within budget.
• Promotes staff development and serves as mentor and resource.
• Models compassionate, personalized, safe and efficient patient experiences.

Skills

Patient relations

Leadership

Conflict resolution

Healthcare compliance

Patient experience

Stakeholder relationships

Communication skills

Adaptability

Problem solving

Healthcare operations

Education

BA or BS in Psychology, Business, Sociology, Management or Marketing

Job description

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Position responsible for managing the Patient Relations Department to ensure patient/family visitation, customer service resolution and satisfaction.

Job Description

Desired Skills

• Patient Relations & Grievance Management
• Leadership & Team Development
• Conflict Resolution & De-escalation
• Healthcare Regulatory Compliance
• Patient/Customer Experience
• Stakeholder Collaboration & Relationship Building
• Strong Communication & Interpersonal Skills
• Adaptability in a Fast-Paced Environment
• Problem-Solving & Sound Judgment
• Hospital/Healthcare Operations Experience

Minimum Qualifications

Education: Bachelor of Arts or Bachelor of Science in Psychology, Business, Sociology, Management or Marketing or equivalent experience on a year-for-year basis

Licenses/Certifications: (None)

Experience / Knowledge / Skills:

• A minimum of 3 years of progressive, relevant experience is required. Management experience is preferred

Principal Accountabilities

• Directs daily patient visitation, handling of patient special requests and patient/family grievances.
• Interviews, hires, trains and evaluates patient relation’s staff.
• Directs daily activity of the patient relation’s staff.
• Provides director, key managers and appropriate staff reports on trends in patient grievance and concerns.
• Participates in planning and monitoring of budget and monthly financials.
• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
• Other duties as assigned