Director of Patient Relations

Title: Director of Patient Relations

State Role Title: Health Care Compliance Spec II

Hiring Range: starting at starting at $76,000 (commensurate based on experience))

Pay Band: 5

Agency: Dept Behavioral Health/Develop

Location: Western State Hospital

Agency Website: https://dbhds.virginia.gov/facilities/wsh/

Recruitment Type: General Public - G

Job Duties

Location: Western State Hospital
103 Valley Center Drive, Staunton, VA 24401.

Who We Are
Western State Hospital, part of the Virginia Department of Behavioral Health and Developmental Services (DBHDS), has been a leader in psychiatric treatment since 1828. WSH is a 302-bed Joint Commission/CMS-accredited psychiatric facility located in the scenic Shenandoah Valley. Just 30 minutes from vibrant university towns, our hospital serves adults with serious mental health needs and is nationally recognized for our Psychosocial Rehabilitation “Learning” programs.

WSH provides a modern clinical setting and a therapeutic environment for patients, supported by highly qualified staff. Employees also enjoy the beauty and tranquility of the Shenandoah Valley, with nearby cities such as Charlottesville and Harrisonburg offering dining, entertainment, and outdoor activities, making Staunton an attractive place to live and work.

Position Overview:
Western State Hospital is seeking a Director of Patient Relations to be responsible for the general administration activities in the DBHDS Human Rights program and operation of the facility Patient Complaint process.

Key Responsibilities:
- Provides day to day supervision of staff in a constructive manner in order to improve performance of each individual
- Ensures that the requirements of the performance planning and evaluation system are met and evaluations are completed by established deadlines with proper documentation
- Ensures that the requirements of the performance planning and evaluation system are met and evaluations are completed by established deadlines with proper documentation
- Addresses and documents any performance, behavior, and attendance issues as they occur
- Plan, direct, organize, and coordinate all Patient Relations departmental activities
- Act as as the facility Investigation Director and conducts and oversees patient abuse, neglect, and complaint investigations and complaints within the time frames specified by hospital policy
- Manage the Patient Complaint Liaison and ensures that investigations are conducted within the time frames outlined in hospital policy and makes reports to Hospital Director on status of complaints, trends and corrective actions taken to resolve patient issues
- Perform and supervise administrative activities including compliance with certification and accreditation requirements including Joint Commission and CMS. Collects, interprets, and disseminates data
- Ensure Patient Safety/Investigation program is in compliance/maintain certification with rules and surveys of Joint Commission as designed in coordination with the Hospital Director and reports compliance to the Hospital Director
- Ensure that the Patient Complaint Program is in
Compliance with Office of Human Rights rules and regulations as designed in coordination with the Hospital Director

Benefits Include:
- health, vision, and dental insurance
- life insurance
- paid time off
- sick time
- family/personal time
- retirement with cash match

Minimum Qualifications

- Graduation from a college or university with course work in a healthcare specialty or equivalent experience
- Previous experience in investigations in non-medical, clinical services area, or clinical specialty, preferably in a public hospital setting.
- Experience with Joint Commission/CMS/Human Rights standards
- Experience with investigation and writing reports

Additional Considerations

- Experience utilizing the CHRIS patient complaint system or other electronic abuse/neglect system
- Bilingual
- Veteran or veteran spouse

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Application Requirements: Applications and résumés for this position are accepted electronically through the Co