Patient Relations Director jobs in New London, CT

• 1. Acts as the point of contact for Patient Relations calls and emails, compiling a database of feedback.
• 2. Independently coordinates intake of patient complaints and grievances in line with system processes: This may include investigation, resolution, and written response to complainants in accordance with CMS guidelines, along with triaging the complaint to a Patient Experience Consultant for support in resolution.
• 3. Reviews patient survey returns to identify complaints and grievances through Press Ganey and follows up with patients per grievance policy.
• 4. Provides support for Patient Experience Process improvement initiative planning through collecting data of trending patient complaints and grievances.
• 5. Channels information about patient care problems to appropriate departments and services to support and make recommendations for changes in hospital procedures and policies. Collaborates with Patient Experience Consultants to roll-out education and process improvement initiatives to employees.
• 6. Utilizes data to Identify opportunities for improvement and communicates them to the appropriate managers to reinforce accountability for process improvement.
• 7. Supports the Service Recovery Program including but not limited to maintaining a database for usage, making enhancements to the process as needed and educating and reeducating staff regarding the use of Service Recovery to limit financial impact to Hospital.
• 8. Reinforces with all staff the commitment to maintaining patient confidentiality and responsiveness to personal needs.
• 9. Identifies any complaints or grievances with reference to litigation and refers them to the risk management coordinator and Director of Risk Management, Patient Safety & Quality Innovation.
• 10. Uses independent judgement and exercises discretion when interacting with and responding to patients and family members.
• 11. Meets performance expectations for Customer Service, Teamwork, Resource Utilization, and Staff and Self Development as outlined in performance review.
• 12. Promotes the establishment and maintenance of positive working relationships with hospital personnel in order to improve patient satisfaction and reduce complaints.
• 13. Meets all goals established for the year.
• 14. Performs other duties as assigned or directed to ensure smooth operation of the department/unit.

EDUCATION

Associates degree or equivalent with a focus in hospitality, service industry, social work, psychology, communications, or nursing preferred.

EXPERIENCE

At least four years of professional experience in the field of human services; or an equivalent combination of people-oriented experience and training. Previous experience as a patient advocate is critical. Knowledge of patient care, patient problems, and conflict resolution. Excellent human relation and oral/written communication skills.

SPECIAL SKILLS

Ability to use independent judgement, organize, and evaluate a patient relations program. Supervisory skills. Ability to establish and maintain effective working relationships with patients, other staff members, and the community. Microsoft Office experience is a benefit.