Patient Experience Manager, High Point Medical Center

JOB SUMMARY: 

Manages complaints, grievances, public relations issues and concerns of an egregious nature including verbal or written issues for Senior Leadership. Classifies complaints/grievances and determines appropriate follow-up actions, makes recommendations based on knowledge of the facts and escalates cases accordingly. Collaborates with Legal services, Human Resources, and Risk Management to facilitate problem resolution. Facilitates family meetings for resolution of concerns. Manages the Patient and Family Relations volunteer program, Guest Services employees, and insures the effective operation of all Critical Care and Information desks throughout the Medical Center. 

EDUCATION/EXPERIENCE: 

• Bachelors degree in Sociology, Psychology, or other Human Relations field with five years related experience in a Medical Center setting required. 

ESSENTIAL FUNCTIONS: 

1. Serves as a liaison, mediator and point of contact for patients, families, and staff and faculty experiencing difficulties. 
2. Explains medical phenomena and hospital policy/procedures in understandable terminology and maintains confidentiality of all information. Handles complex issues/problems and refers only the most complex issues to higher-level staff. Exercises good judgment and discretion, knowing when to escalate problematic situations to achieve resolution. 
3. Provides professional support services for all hospital departments/clinics, including management teams, physicians, and administration. Builds relationships and establishes rapport within the Medical Center. 
4. Represents Risk Management and executive leadership with written and verbal communications. 
5. Advises and contributes to various committees and initiatives within the Medical Center, attends debriefing/disclosure meetings, participates in Charge Nurse Training, serves on organizational committees, facilitates and, relationship building, and negotiations of monetary and billing claims and requests. Possesses comprehensive knowledge of subject matter 
6. Reports, investigates, and resolves patient/family concerns. Identifies and reports all relevant aspects of patient concerns and allegations of abuse in a concise and objective manner. Reviews medical records to determine the basis of concerns and to execute the reporting process effectively. 
7. Provides verbal or written follow-up in a timely manner by recognizing and prioritizing situations that require immediate attention. Thoroughly addresses specific questions and areas of concern, and implements plans for improvement to prevent the recurrence of reported problems. 
8. Analyzes and obtains the information necessary to document grievances in accordance with Medical Center policy as well as state and federal directives. Maintains documentation and completes formal letters of resolution to meet deadlines 
9. Collaborates with Risk Management to determine the appropriateness of care, if any financial considerations are advisable, and escalates situations involving safety concerns or legal action. 
10. Oversees the departmental Volunteer Services Program, Information and Guest Service employees, providing an environment of care. Trains volunteers for appropriate services and ensures schedules are maintained and assigned duties are performed. 
11. Maintains professional knowledge and exhibits versatility. Trains, coaches, and mentors? new hires and less experienced colleagues. Assists leadership with developing and implementing rewards and recognition programs. 
12. Participates in weekly meetings, webinars, completes hospital-required trainings, and attends conferences. Interacts with co-workers in an effective, positive, team-building and professional manner to encourage a cohesive work environment. 
13. Provides age/developmentally appropriate patient care in accordance with Age/Developmental Specific Care Guidelines for specific age groups served. 

SKILLS & QUALIFICATIONS: 

• Exceptional oral and written communication skills
•  Exceptional interpersonal, problem solving, and investigative skills 
• Works independently and possesses expertise in mediation skills 
• Knowledgeable about governmental agency accreditation requirements 
• Ability to deal calmly and effectively with people who may be emotionally volatile 
• Mediation skills, customer service and/or medical field experience required 
• Knowledge of medical terminology and Medical Center service lines/chain of command 

Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest n