Manager of Patient Relations

Location:

Medical Center - Fort Worth

Department:

Patient Relations/Services

Shift:

First Shift (United States of America)

Standard Weekly Hours:

40

Summary:

The Manager of Patient Relations works under the direction of the Director of Patient Relations and is responsible for all patient relations efforts.  Serves as a neutral liaison between patients/families and Cook Children’s Healthcare caregivers. The Manager is responsible for assuring compliance with the regulatory requirements involving patient rights, complaints, and grievances established by hospital/system policies as well as external auditing agencies, including The Joint Commission (TJC), the Centers for Medicare and Medicaid Service (CMS), The Texas Department of Health (TDH), and state and federal law. Responsible for maintaining appropriate focus on the department’s regulatory responsibilities in each phase of the department workflow. Maintains familiarity with changes and updates to the relevant laws and mandates set forth by TDH, CMS and TJC. Responsible for conferring with Legal and Administration as needed to keep internal regulatory policies up to date.  Monitors internal practices to ensure the Medical Center remains in compliance with both auditing agency requirements and state and federal laws. Provides strategic direction and oversight for efforts to improve service recovery in all clinical areas.  Employees in the Office of Patient Relations report directly to the Manager.

Education & Experience:

• Minimum Bachelor’s degree. Masters preferred in Science, Human Relations, Business, Healthcare Administration and or Communications or related field.

• Minimum of three (3 to 5) years healthcare experience, preferably in an acute care setting and in lieu of extensive customer service/patient relations experience.  

• Two-Three years of experience with working with patient grievances and complaints preferred.

• Experience with organizing and leading crucial family meetings with hospital leadership that pertain to a complaint or grievance preferred.

• Preferred Demonstrated leadership experience.

• Proficient in collecting, documenting and resolving patient/families' issues in the appropriate timeframe. 

• Knowledge of CMS, Joint Commission, TDH and other regulatory agency guidelines.

• Bilingual language abilities and skills preferred.

About Us:

Cook Children's Medical Center is the cornerstone of Cook Children's, and offers advanced technologies, research and treatments, surgery, rehabilitation and ancillary services all designed to meet children's needs.

Cook Children's is an EOE/AA, Minority/Female/Disability/Veteran employer.