Manager Patient Relations

ARKANSAS CHILDREN'S IS A TOBACCO FREE WORKPLACE. FLU VACCINES ARE REQUIRED. ARKANSAS CHILDREN'S IS AN EQUAL OPPORTUNITY EMPLOYER. ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, NATIONAL ORIGIN, AGE, DISABILITY, PROTECTED VETERAN STATUS OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE, OR LOCAL LAWS.

This position has been designated as safety sensitive and cannot be filled by a candidate who is a current user of medical marijuana.

CURRENT EMPLOYEES: Please apply via the internal career site by logging into your Workday Account (https://www.myworkday.com/archildrens/)and search the "Find Jobs" report.

Work Shift:

Please see job description for details.

Time Type:

Full time

Department:

CC017665 Quality Improvement

Summary:

5 years related work experience & 1 year leadership experience required


The Manager Patient Relations is accountable for overseeing the development and ongoing management of patient relations activities. Primary responsibilities include: identification, planning, implementation, and evaluation of patient relations workflows to ensure a timely, effective, efficient, and equitable approach to reported patient concerns, overseeing the patient grievance process to ensure compliance with organizational and regulatory requirements, and collaboratively leading/supporting improvement initiatives across the organization based on identified opportunities.

Additional Information:

• Bachelor's or work experience equivalent required

• 5 years related work experience required

• 1 year leadership experience required   

Required Education:

Bachelor's degree from four-year college or university; Or four years related experience and/or training; or equivalent combination of education and experience.

Recommended Education:

Required Work Experience:

Related Field - 5 years with 1 year of leadership experience

Recommended Work Experience:

Required Certifications:

Recommended Certifications:

Description

1. Trains and provides supervisory oversight for patient relations staff

2. Ensures compliance with internal policies, procedures, and regulatory requirements for managing patient complaints/grievances, including complete, accurate, and timely documentation

3. Evaluates findings from complaint/grievance review processes and facilitates additional reviews or follow-up as needed

4. Takes an active leadership role in implementing and sustaining programs/initiatives, such as PARS, by designing effective and efficient patient relations workflows for capturing, responding to, and disseminating unsolicited patient feedback

5. Coordinates and facilitates a multidisciplinary approach for navigating/addressing complex patient complaints or conflicts

6. Utilizes a proactive, collaborative approach for identifying and addressing potential issues that may negatively influence the patient care experience or perception of the experience

7. Creates and provides training, education, and in-services for staff/teams to promote optimal communication and response to patient concerns

8. Establishes processes/systems for collecting data, assuring data integrity, monitoring and reporting of data trends, and utilizing a systematic, data-driven approach for identifying opportunities for improvement

9. Role models exemplary interprofessional and interpersonal communication and conflict resolution skills

10. Other duties as assigned