Patient Relations Manager - Full Time Days - Jefferson Abington

Job Details

Oversees the day-to-day management and resolution of patient, family, and visitor complaints; serves as a liaison between patients, hospital colleagues, and clinical/non-clinical departments affecting patient care. Serves as a liaison for service excellence initiatives which include leading the organizational service excellence endeavors.

Job Description

Patient Relations Manager - Full Time Days - Jefferson Abington

Summary

Oversees the day-to-day management and resolution of patient, family, and visitor complaints; serves as a liaison between
patients, hospital colleagues, and clinical/non-clinical departments affecting patient care. Serves as a liaison for service
excellence initiatives which include leading the organizational service excellence endeavors.

Job Duties

• Intakes and manages patient, family, and visitor complaints regarding care through to resolution in accordance with the
  regulatory requirements related to grievance handling.
• Oversees the data management system for the organizations feedback/grievance process. Ensures responses to
  grievances within the time frame mandated.
• Communicates with patients, visitors, medical staff, and employees verbally and in writing.
• Educates staff in service recovery best practices to allow for immediate, ongoing, real-time solutions in resolving
  patient/family dissatisfaction.
• Prepares timely reports related to patient satisfaction and/or complaints data.
• Participates in performance improvement programs as a data source for statistics, investigations, and patient and/or
  family contacts as needed.
• Provides personnel management services, recruitment, training, supervision, and evaluation of staff.
• Prepares budget and ensures expenses stay within budget guidelines.
• Provides a quarterly report on all grievances and complaints.

Minimum Qualifications

• Bachelor’s Degree in Nursing or
• Bachelor’s Degree in Healthcare or customer service related field.
• RN - Licensed Registered Nurse_PA - State of Pennsylvania

Additional Qualifications

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Jefferson Health Northeast

Primary Location Address

1010 Horsham Road, North Wales, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.    

Jefferson is committed to providing equal educa­tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status. 

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

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