Manager Patient Relations

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.

Licensure/Certification/Listing:

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.