Senior Manager, Patient Relations & Safety

Beth Israel Lahey Health; United States; On-site; USD 130,000 - 160,000; Full time

Job summary

Beth Israel Lahey Health seeks a dynamic Manager, Patient Relations to join the Healthcare Quality Department, promoting Just Culture and High Reliability. Reporting to the Director of Patient Safety, you will oversee Patient Relations, Patient Safety, and Risk Management staff, and drive collaboration across clinical service lines.

You will redesign processes, lead change management, and ensure compliance with enterprise and regulatory standards while guiding teams toward best practices and

Qualifications

• Bachelor's degree required; Master’s degree preferred.
• 8-10 years related work experience required, including 3-5 years supervisory/management in Patient Relations, Patient Safety, Quality Assurance, Risk Management, and/or Claims Investigation.
• Formal training in Just Culture and High Reliability Organization (HRO) methodology required.
• Advanced skills with Microsoft applications including Outlook, Word, Excel, PowerPoint or Access.

Responsibilities

• Manage day-to-day patient relations and collaborative patient safety/risk management activities in a high volume fast paced working environment.
• Serve as role model helping staff coordinate timely investigation, review, response, and resolution of patient complaints/grievances within deadlines.
• Consult with and provide support to front line staff, providers, and leaders on how to respond to patient concerns verbally and in writing.
• Coach staff on the disclosure, apology, and documentation process.
• Help author and QA letters of resolution, expectation, and termination.
• Interprets the Patient's Bill of Rights, hospital policies and non-medical procedures to patients/families.
• Accurately track and perform quality assurance of feedback entered in the STARS Reporting System.
• Conducts regular case review meetings, audits of complaint/grievance files, providing status reports to staff and leadership.
• Escalates complex cases to Director and Medical Director, keeping them informed of outstanding or unresolved incidents.
• Proactively monitors and reports on trends in patient/family concerns/complaints to identify systematic, process, or barriers to the delivery of patient/family-centered care.
• Facilitates internal and external reporting of patient complaint and survey data as required by regulators, payers, and accrediting organizations.
• Communicates with malpractice insurers as appropriate.
• Participates in Threat Assessment Team, Behavior Management Team, Communication Apology and Resolution (CARe), and Peer Support Programs.
• Attends regulatory surveys and other meetings on site and virtually as required.
• Updates policies, PowerPoints, and training materials.
• Provides administrative support to leadership, committees, and process improvement project teams.
• Onboards and trains others in Patient Relations, Patient Safety, and Risk Management functions to assure smooth staffing transitions.
• Has the authority to direct and support employees' daily work activities.
• Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews.

Skills

Leadership

Stakeholder engagement

Risk management

Process improvement

Education

Bachelor's degree

Master’s degree preferred

Tools

Outlook

Word

Excel

PowerPoint

Access

Job description

Beth Israel Lahey Health seeks a dynamic Manager, Patient Relations to join the Healthcare Quality Department, promoting Just Culture and High Reliability. Reporting to the Director of Patient Safety, you will oversee Patient Relations, Patient Safety, and Risk Management staff, and drive collaboration across clinical service lines.

You will redesign processes, lead change management, and ensure compliance with enterprise and regulatory standards while guiding teams toward best practices and