Manager - Patient Relations

Manager - Patient Relations

Position Objective:

The Manager of Patient Relations is responsible for leading and coordinating activities related to patient relations, including enhancing real-time feedback systems, service recovery documentation and training, and service improvement initiatives. This role will focus on enhancing patient relations across the organization, ensuring streamlined processes, and scaling support across the Luminis Health system. The Manager will lend strategic expertise on patient-centered practices and manage daily operations for the Patient Relations team.

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Essential Job Duties:

• · Real-Time Feedback & Service Recovery:
• o Oversee the implementation and continuous improvement of real-time patient feedback systems, ensuring timely responses to patient concerns and feedback.
• o Lead the bedside service recovery program, empowering staff to address patient complaints and concerns promptly to improve satisfaction and minimize grievances.

· Grievance & Complaint Management:

• Manage the documentation of complaints and grievances for the system, ensuring effective tracking and resolution.
• Investigate, track, and respond to patient grievances related to the quality of care, ensuring compliance with regulatory standards and timely resolutions.

· Integration of Patient Feedback:

• Collaborate closely with the Patient Experience team and other departments to advise on and ensure seamless operationalization of patient feedback.

· Patient Relations:

• Act as the senior liaison between patients, families, physicians, and hospital staff to navigate institutional processes and advocate for patient concerns.
• Provide expertise and training to staff and physicians on patient needs, expectations, and conflict resolution techniques to foster a culture of patient-centered care.

· Reporting & Analytics:

• Prepare regular reports for senior management and department heads on patient relations and experience performance.
• Provide insights on patient feedback trends and actionable recommendations to improve overall service delivery.

· Innovation & Process Improvement:

• Implement and scale innovative solutions focusing on real-time service recovery tools and integrating the patient voice into improvement efforts.
• Continuously assess and proactively identify opportunities for improvement, operational inefficiencies, and scalability of processes across the system.
• Act as Coordinator for Communication and Resolution Program (CRP).

· Community & Patient Education:

• Develop educational and promotional materials on patient rights, communication improvement, and patient safety.
• Serve as a liaison between the community, other facilities, and the organization on patient rights and advocacy issues.

· Leadership & Collaboration:

• Provide leadership and consultation to various committees that focus on improving patient experience and respecting patient rights.
• Lead relevant committees and participate in initiatives aimed at addressing patient experience challenges and opportunities.

Educational/Experience Requirements:

• · Master’s degree in a related field preferred.
• · 2-4 years of healthcare experience, with specific expertise in patient relations, patient experience, conflict resolution, and customer relations.
• · Proven experience in leading and implementing system-wide patient experience initiatives and real-time feedback systems.

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Required License/Certifications:

· None required.

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Working Conditions, Equipment, and Physical Demands:

· This position may require exposure to blood-borne pathogens.

· Physical Demands: Travel between sites.

· Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

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