["Patient Relations Manager - Full Time Days - Jefferson Abington","Patient Relations Manager - Full Time Days - Jefferson Abington"]

Patient Relations Manager - Full Time Days - Jefferson Abington

Oversees the day-to-day management and resolution of patient, family, and visitor complaints; serves as a liaison between patients, hospital colleagues, and clinical/non-clinical departments affecting patient care. Serves asa liaison for service excellence initiatives which include leading the organizational service excellence endeavors.

Job Duties

• Intakes and manages patient, family, and visitor complaints regarding care through to resolution in accordance with the regulatory requirements related to grievance handling.
• Oversees the data management system for the organization's feedback/grievance process. Ensures responses to grievances within the time frame mandated.
• Communicates with patients, visitors, medical staff, and employees verbally and in writing.
• Educates staff in service recovery best practices to allow for immediate, ongoing, real-time solutions in resolving patient/family dissatisfaction.
• Prepares timely reports related to patient satisfaction and/or complaints data.
• Participates in performance improvement programs as a data source for statistics, investigations, and patient and/or family contacts as needed.
• Provides personnel management services, recruitment, training, supervision, and evaluation of staff.
• Prepares budget and ensures expenses stay within budget guidelines.
• Provides a quarterly report on all grievances and complaints.

Minimum Qualifications

• Bachelor's Degree in Nursing or
• Bachelor's Degree in Healthcare or customer service related field.
• RN - Licensed Registered Nurse_PA - State of Pennsylvania

Additional Qualifications

Physical Demands Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Jefferson Health Northeast

Primary Location Address

1010 Horsham Road, North Wales, Pennsylvania, United States of America

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.