Manager Patient Relations

Job Summary

Assists the Director, Operations and Experience and the Corewell Health Michigan leadership team in the overall development, management, implementation of the Patient Relations Department functions. Oversees day to day Patient Relations functions to ensure that patient rights are upheld across the organization, grievance process is followed and meeting regulatory requirements, and proactively engaging providers and leaders in improving the patient experience. This role will provide oversight of the documentation system and serve as an expert, coach, and mentor for the Patient Relations function across the delivery system. Monitors trends in the system and provides oversight of analytics and data, using it to engage leaders and providers in meaningful change with measurable outcomes.

Essential Functions

• Manages the activities employees as assigned. Assumes accountability for the team’s deliverables, ensuring the achievement of team goals and objectives in addition to individual goals and objectives. Acts as a liaison between hospital departments and the Patient Relations Department to facilitate adherence to standards, policies, rules and regulations.
• Assists the Director, Operations and Experience in the development of hospital, departmental, and unit specific policies and processes as they relate to liability and risk to the organization.
• Performs complex investigations relative to patient relations issues and assists with the implementation of strategies to improve outcomes. Provides proactive analysis of patient rights and ensures that follow-up is identified and acted upon. Reviews statistical and qualitative reports on patient relations trends and patterns, and communicates effectively to their team and organizational leadership.
• Plans, develops and facilitates educational programs and in-service training to department staff, hospital personnel and others to enhance their awareness of patient relations issues and their role in reducing liability exposure. Participates in orientation and precepting of hospital staff in nursing leadership and other mentoring programs.
• Serves as a consultant to the organization regarding clinical and non-clinical patient rights issues. Provides guidance, recommendations, and resources on issues relating to standards, laws, rules, and regulations applicable to health care and treatment. Provides patient rights consultation to management, staff and physicians for patient safety and loss control in clinical events, sentinel events and risk issues. Provides on-call consultations and intervention services for risk management issues on site and has ability to occasionally flex hours as needed.
• Serves as a resource and special projects coordinator for the Director, Operations and Experience and other leadership staff as directed.

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
• On-demand pay program powered by Payactiv.
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance, pet insurance.
• Traditional and Roth retirement options with service contribution and match savings.

Qualifications

Required

• Bachelor's Degree in Nursing, Social Work, or similar
• 10 years of relevant experience within acute care clinical experience or relevant work experience
• 5 years of relevant experience in patient safety, patient quality improvement programs, or nursing administration and management positions
• 1 year of relevant experience in supervisory/management/acting in a lead role

Preferred

• Master's Degree in Nursing, Social Work, or similar

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

Primary Location

SITE - Butterworth Hospital - 100 Michigan St - Grand Rapids

Department Name

Quality Safety and Experience - CH West

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

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