Supervisor Patient Relations

Job Profile Summary
Supervise the day-to-day activities of the Patient Relations Department. Oversee the work of the Patient Relations Representatives by providing training, guidance, feedback, and recognition. Serve as the primary contact for escalated patient concerns and grievances. Serve as the Section 1557 Coordinator of the Affordable Care Act receiving, investigating, and responding to all allegations of discrimination. Function as part of the day-to-day work of the Patient Relations team. Provide a channel through which patients can seek solutions to concerns and complaints. Coordinate complaint resolution between the patient or their legally authorized representative and the healthcare team, including clinicians and operational leaders, in response to complaints received via letter, website, in-person, or telephone. Complaints can be complex, requiring investigative work. Many complaints may be emotionally charged, so demonstrating positive listening and genuine empathy is essential. This work requires attention to detail, professional-level written documentation, and correspondence summarizing the case and resolution. Analyze patient complaint themes and identify trends to improve the patient experience. Participate in proactive rounding to anticipate and address patient needs in real-time to improve the patient experience. Notary service is provided for appropriate documents.

• Supervises all aspects of the department
• Models a positive and professional work environment
• Trains and provides support to team members
• Reviews and provides feedback/edits if applicable on all grievance letters
• Develops work schedules and approves time and attendance
• Provides employee performance feedback including annual evaluations
• Performs technical responsibilities
• Develops procedures to ensure efficient operations
• Optimizes workflow to streamline processes
• Coordinates the Grievance Committee weekly and quarterly meetings
• Provides and promotes excellent customer service and effects change wherever possible to enhance the patient experience
• Exhibits knowledge and understating of associated regulatory and legal requirements
• Exhibits problem-solving and creating thinking
• Demonstrates strong writing skills with the ability to convey facts in an empathetic, organized, logical, and coherent manner using proper grammar
• Proficiency with electronic medical record application
• Proficiency with Microsoft Office
• Proficiency with database system used to track complaints and grievances
• Provides notary service to appropriate documents
• In addition to the above job responsibilities, other duties may be assigned

Position Compensation Range: $62,670.40 - $100,276.80 Annual

MINIMUM REQUIREMENTS

Education: Associate’s Degree required; Bachelor’s Degree preferred.

Experience: 3-5 years of relevant experience in health-care related field/human services field.

Licensure: None. Has or is able to secure notary credentials.

PHYSICAL DEMANDS
This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff.  We believe diversity is excellence expressing itself through every person's perspectives and lived experiences.  We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.