JOB DESCRIPTION FOR JOB TITLE:



MANAGER, PATIENT RELATIONSJob Code: 301028 FLSA Status: ExemptMgt. Approval: L.Sparks Date: 10.2018Department: Patient RelationsHR Approval: nnl Date: 10.2018JOB SUMMARYThe Patient Relations Manager provides management and oversight of the Patient Relations Department and is dedicated to improving the patient and family experience through the investigation of patient/family complaints, grievances, and other feedback received at UW Health. Under the direction of the Patient and Family Experience Director, this position has overall responsibility for the management and development of patient relations professionals who facilitate resolution of unsolicited feedback and provide assistance to patients, families, providers and staff. The manager provides mentorship to assure the use of disciplined processes, tools and performance management. The Patient Relations Manager will develop staff competencies, assess individual performance, evaluate effectiveness of processes and communicate with key stakeholders. The manager is responsible for monitoring department goals and milestones. The manager identifies opportunities for improving the patient experience and collaborates with the Patient and Family Experience Manager and Director. MAJOR RESPONSIBILITIESBuild a high performing team of patient relations professionals. Hire, train, mentor and retain high performing staff. Establish a development plan for each team members. Conduct performance reviews.Responsible for identification, planning, implementation and evaluation of patient relations workflows to ensure timely response to patient feedback.Responsible for identification, planning, implementation and evaluation of effective service recovery throughout the system.Investigate and resolve high level patient complaints/grievances involving risk to the organization.Provide intervention and mediation for complex situations throughout the organization.Analyze patient relations data to identify trends that can be used in improvement efforts across the organization.Contribute to the development of the Patient Relations budget.Act as a resource to interpret UW Health policies regarding patient rights and responsibilities, responding to patient/family complaints and grievances and complying with CMS conditions of participation. In collaboration with the Director of Patient and Family Experience Director, initiate improvement based on trends identified in patient feedback.ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS.JOB REQUIREMENTSEducationMinimumBachelor's degree in Business Administration, Health Care Administration, Nursing, Social work or other health related field.PreferredMaster’s degree in Business Administration, Health Care Administration, Nursing, Social work or other health related field.Work ExperienceMinimum Five (5) years of experience working in health careTwo (2) years of experience in conflict dispute resolution, mediation, case investigation/quality review, or mediation role PreferredThree (3) years of management experience in a healthcare environment.Licenses & CertificationsMinimum PreferredRequired Skills, Knowledge, and AbilitiesExcellent oral and written communication skills. Excellent analytical, conflict resolution and problem-solving abilities in a fast-paced environment.Sensitivity to issues of diversity and demonstrates cultural competence.Ability to work collaboratively with managers, faculty and staff throughout the institution. Ability to maintain confidentiality regarding highly sensitive issues. PHYSICAL REQUIREMENTSIndicate the appropriate physical requirements of this job in the course of a shift. Note: reasonable accommodations may be made available for individuals with disabilities to perform the essential functions of this position.Physical Demand LevelOccasionalUp to 33% of the timeFrequent34%-66% of the timeConstant67%-100% of the timeXSedentary: Ability to lift up to 10 pounds maximum and occasionally lifting and/or carrying such articles as dockets, ledgers and small tools. Although a sedentary job is defined as one, which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required only occasionally and other sedentary criteria are met.Up to 10#NegligibleNegligibleLight: Ability to lift up to 10 pounds maximum and occasionally lifting and/or carrying such articles as dockets, ledgers and small tools. Although a sedentary job is defined as one, which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required only occasionally and other sedentary criteria are met.Up to 20#Up to 10# or requires significant walking or standing, or requires pushing/pulling of arm/leg controlsNegligible or constant push/pull of items of negligible weightMedium: Ability to lift up to 50 pounds maximum with frequent lifting/and or carrying objects weighing up to 25 pounds.20-50#10-25#Negligible-10#Heavy: Ability to lift up to 100 pounds maximum with frequent lifting and/or carrying objects weighing up to 50 pounds.50-100#25-50#10-20#Very Heavy: Ability to lift over 100 pounds with frequent lifting and/or carrying objects weighing over 50 pounds.Over 100#Over 50#Over 20#List any other physical requirements or bona fide occupational qualifications:Note:The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position. ................
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