JOB DESCRIPTION FOR JOB TITLE - UW Health

UW HEALTH JOB DESCRIPTION

SUPERVISOR PATIENT RELATIONS

Job Code: 2717

FLSA Status: Exempt

Department : Patient Relations/10040

Mgt. Approval: L.Sparks HR Approval: K.Sawyer

JOB SUMMARY

Date: 8.2017 Date: 8.2017

The Patient Relations Supervisor is responsible for coordination and supervision of the Patient Relations staff and is dedicated to improving the patient and family experience through the investigation of patient/family complaints, concerns, and other feedback received at UW Health. Complaints and concerns include, but are not limited to, the care provided by physicians and other health care professionals, potential liability, quality of care, policy and procedure, and extensive conflict resolution with challenging patients and families. This position is responsible for providing assistance/support as needed with patients, families and staff that are in contact with the Patient Relations Department as well as assisting the Director of Patient Relations as needed, with the general operations of the Department and special projects.

Problems encountered are often of a high level of complexity and require a great deal of innovation. The incumbent is involved in very complex and highly sensitive patient care issues and must collaborate closely with managers, faculty and staff throughout the organization. In addition to addressing patient concerns/issues, the incumbent will also assist staff members who request intervention in diffusing difficult or volatile patient situations. Innovative and creative problem-solving must be used to achieve resolution of multifarious patient inquiries.

Included in the supervision of these areas is preparation of staffing schedules and recommendation and coordination of program-related improvements and changes.

MAJOR RESPONSIBILITIES

Management of Personnel 1. Conducts employment interviews, hires and trains staff in accordance with budgeted resources. 2. Prepares formal performance evaluations and discusses evaluations with employees. Provide timely performance improvement feedback and coaching. 3. Coordinates all payroll activities for the department including time monitoring. 4. Enforces established policies and procedures including work rules and safety procedures. Mentors, coaches and disciplines staff as needed. 5. Provides new employees with orientation to UW Health and Patient Relations and ensures documentation in personnel files. 6. Receive and approve vacation and holiday requests, ensuring adequate coverage for identified areas at all times. 7. Provide guidance and training to staff. 8. Participates as an active member of the department committees as necessary. 9. Ensure staff is compliant with hospital confidentiality standards. 10. Maintain knowledge of policies and procedures for UW Health, UWHC and UWMF. 11. Respond to employee questions/concerns on an individual basis as needed. 12. Conduct team meetings to apprise staff of changes and to address broader-based program area issues and initiatives. 13. Update policy and procedure manuals as required. Apprise staff of changes.

Investigates patient complaints, provides crisis intervention and mediation for complex situations throughout the institution

1. Case investigation which includes but is not limited to issue clarification through interviews with patients and families, medical record review, policy and procedure review, interviews with UW Health staff and physicians, facilitates case conferences, consultation with Risk Management, administration, and other involved departments.

2. Maintains a Patient & Family-Centered approach (working in partnership with patients and families on an individual and system level) when reviewing concerns, complaints and/or feedback to improve our organization.

3. Strives to achieve resolution of complaint/problem at the most appropriate level within the organization structure which requires significant interaction at staff, supervisory, department head and clinical/administrative levels.

4. With assistance from the Director of Patient Relations, initiates corrective action as appropriate (both at the individual and organizational level). This may include recommendations for UW Healthpolicy and procedures, quality and safety improvement initiatives, or other final dispositions as indicated.

5. Complies with CMS Condition of Participation and UWHC Policy 4.46 regarding responding to patient/family concerns, complaints and grievances. Independently develops written responses on behalf of faculty, staff, UW

UW HEALTH JOB DESCRIPTION

Health and the CEO. 6. Communicates action to patients, families, and staff who are involved or will be affected by the results of the

investigation. 7. Coordinates/participates in patient-staff conferences to develop contracts for challenging and/or non-adherent

patients. 8. Serve as Client Rights Specialist providing complaint and grievance review to patients with mental illness or AODA

according to Chapter 51 and HFS 94.Provide UW Health training for Disclosure of Unanticipated Outcomes.

9. Act as a resource regarding interpretation of UW Health Policy and Procedures to internal and external customers, including information regarding Advance Directives, DNR wristbands, etc.

ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS.

JOB REQUIREMENTS

Education

Minimum Preferred

Bachelor's degree from an accredited college or university in nursing, social work or other health related field. Master's degree in Nursing, Social Work or other health related field.

Work Experience

Minimum

Preferred Licenses & Certifications Minimum

Preferred Required Skills, Knowledge, and Abilities

Two (2) year's experience working in a healthcare related environment and at least one (1) year experience in a Patient Relations Department and/or conflict dispute resolution, mediation, case investigation/quality review, or mediation in an academic medical center. Three (3) years patient contact, health care related experience or hospital experience.

Excellent oral and written communication skills. Excellent analytical, conflict resolution and problem solving abilities in a fast-paced

environment. Good computer skills including word processing, email, calendar and data base, and

departmental specific software. Sensitivity to issues of diversity, and demonstrates cultural competence. Ability to work effectively with individuals under stress. Ability to work collaboratively with managers, faculty and staff throughout the

institution. Ability to maintain confidentiality regarding highly sensitive issues.

JOB FUNCTIONS

Review the employee's job description and identify each essential function that is performed differently based on the age group of the patient.

PHYSICAL REQUIREMENTS

Indicate 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 Level

Occasional

Frequent

Constant

Up to 33% of the time 34%-66% of the time 67%-100% of the time

X Sedentary: Ability to lift up to 10 pounds maximum and

Up to 10#

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.

Negligible

Negligible

Light: Ability to lift up to 20 pounds maximum with frequent

lifting and/or carrying of objects weighing up to 10 pounds. Even though the weight lifted may only be a negligible amount, a job is in this category when it requires walking or standing to a significant degree.

Medium: Ability to lift up to 50 pounds maximum with

frequent lifting/and or carrying objects weighing up to 25 pounds.

Up to 20# 20-50#

Up to 10# or

requires significant walking or standing, or requires pushing/pulling of arm/leg controls

10-25#

Negligible or constant

push/pull of items of negligible weight

Negligible-10#

UW HEALTH JOB DESCRIPTION

Heavy: Ability to lift up to 100 pounds maximum with frequent

lifting and/or carrying objects weighing up to 50 pounds.

Very Heavy: Ability to lift over 100 pounds with frequent

lifting and/or carrying objects weighing over 50 pounds.

List any other physical requirements or bona fide occupational qualifications:

50-100# Over 100#

25-50# Over 50#

10-20# Over 20#

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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