This position requires the full understanding and active participation in fulfilling the mission of MemorialCare Saddleback Medical Center. It is expected that the employee demonstrate behavior consistent with our core values: Integrity, Accountability, Best Practices, Compassion and Synergy, and role models customer service attributes. The employee shall support MemorialCare Saddleback Medical Center’s strategic plan and participate in and advocate performance improvement and patient safety activities.
Under the direction of the executive director of Quality, and independent judgment, the manager of Patient Relations oversees the day-to-day operations of the Patient Relations department and patient/family experience. The manager is responsible for monitoring and addressing patient and family concerns to ensure compliance with all regulatory requirements including CMS, Joint Commission and CDPH related to Patient Rights and Grievances/Complaint management. The manager of Patient Relations is responsible for: leading, executing, implementing, analyzing, reporting, and evaluating targeted patient experience improvement initiatives; participating in the development and implementation of projects related to both hospital-wide and system-wide patient experience initiatives; and collaborating with and instructing leadership, physicians, department directors/managers, and staff to implement strategies to improve overall patient experience. In addition, the position will implement evidence-based practices to support the MemorialCare culture of a Simply Better experience. This position will support cultural diversity by ensuring that the delivery of quality, equitable and culturally competent patient-centered care is provided; and promoting and maintaining an inclusive work environment and culture that is respectful and accepting of diversity.
Duties and Responsibilties include:
Provide direct oversight of the hospital grievance and complaints process, including facilitating the Grievance Committee and investigation, coordination, communication, resolution and responses
Ensure compliance with all regulatory requirements, including CMS, The Joint Commission and CDPH, for all grievances and complaints
Track, trend, and present quarterly complaint and grievance reports
Actively collaborate with key leadership and Patient Relations Coordinator to identify and mitigate barriers identified through patient complaints.
Manage Patient Relations Coordinator roles and responsibilities
Support clinical leadership with Simply Better Experience and Service Recovery initiatives
Provide customer service training and support
Direct and drive the implementation, execution, and hardwiring of evidence-based practices to improve patient/family experiences and support the Simply Better Experience initiatives.
Participate and/or co-facilitate the hospital-wide Patient and Family Experience Advisory Committee and provide input to enhance the patient/family engagement that affect the patient experience.
Participate in the system-wide Patient Experience VAT
Introduce patient experience and Simply Better Experience initiatives during the onboarding of new hires and managers, such as hospital-wide orientation and MemorialCare new manager training
Analyze patient satisfaction survey scores, track/trend performance, identify opportunities for improvement and develop/implement action plans
Monitor national CAHPS and patient experience trends and federal requirements
Improve CAHPS performance for public reporting on Hospital Compare and programs such as CMS Hospital Value-Based purchasing (VBP), Q-HIP, Leapfrog, and Magnet® Certification
Disseminate targeted report cards and action plans to improve patient satisfaction scores
Lead assigned projects to improve patient experience
Serve as an expert of the MemorialCare Simply Better Experience model
Prepare and present oral and written reports and presentations to key stakeholders and leadership related to patient experience initiatives and patient satisfaction performance and action plans
Monitor Patient Relations department budget and oversee Simply Better Experience Trust usage
Keep executive director informed on progress and escalate concerns to senior leadership and/or risk management as needed
Perform other related dutie and participate in special projects as assigned.