Patient Relations Manager - Administration - St. Charles Hospital

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Scheduled Weekly Hours:

40

Work Shift:

Days (United States of America)

Patient Relations Manager

Supervises Patient Relations Specialist/others that are responsible for promoting the patient experience and responding to patient and family concerns, complaints and grievances. Knowledgeable of current best practices and standards and all regulatory and accreditation requirements. Serves as subject matter expert. Defines/leads related improvement efforts, sets goals and objectives aligned with system objectives.

Mission/Core Values: It is expected that all of the duties and responsibilities of this position will be performed in a manner consistent with the Minisrty’s Standards of Behavior (CARE; Compassion: seeks to understand, listen and explain; Advocate: is the voice for the vulnerable; Respect: demonstrates the highest regard for and welcomes all people; Excellence: commits to the highest standard of quality care, joyful service, and teamwork) and in a manner that reflects the core values of Mercy Health which are: Excellence, Human Dignity, Justice, Compassion, Sacredness of Life and Service. All supervisors and above are expected to model the organizational mission and values through their daily actions, decision making and priority setting. All supervisors and above are expected to develop, implement and monitor short and long range plans to meet or surpass standards consistent with the overall strategic plan.

ESSENTIAL FUNCTIONS (7-10 statements)

% Time

30%Oversees all complaint handling, and intervenes in the most difficult/challenging situations - continuously demonstrating compassion and a non-judgemental approach with patients, families, and staff.

20%Applies innovative and advanced problem solving skills directly and in coaching staff and in advising leadership.

10%Interact with peers and collegues within and outside of the ministry to identify and bring best practices to the patient experience.

10%Promotes patient centered care by involving and engaging families in appropriate forums, commitees, and in advisory councils and roles

10%Ensures regulatory, policy and accreditation compliance. Develops and advises on policies.

10%Develops and provides education and training that promotes and results in an excellent patient experience/patient centered care.

10%Prepares and presents reports from SafeCARE and from Patient Experience Surveys and Comments. Analyzes the data, and uses to make recommendations and improvements.

Mercy Health is an equal opportunity employer.

As a Mercy Health associate, you’re part of a Misson that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

• What we offer
• •Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• •Medical, dental, vision, prescription coverage, HAS/FSA options, life insurance, mental health resources and discounts
• •Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• •Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

Department:

Patient Relations/Guest Services - Toledo Regional Office

It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, a ll applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employer, please email recruitment@mercy.com . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com .