Patient Relations, Service Excellence Manager at BID Plymouth Hospital

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Description:

Duties/Responsibilities:

• Serves as Co-Chair, Patient Rights Committee which includes Complaints, Concerns and Grievance committee functions.
• Presents Customer Satisfaction progress, Complaints and Grievances to the Board Patient Care Assessment Committee regularly.
• Supports the volunteer services function under the direction of the Director of Patient Experience and Volunteer Services.
• In the risk management coverage role; investigates events, and follows up with appropriate staff and managers.
• Implements quality and service oriented programs to facilitate a positive experience for patients, families, visitors and staff.
• Facilitates resolution of complaints/grievances/requests by patients and visitors, coordinating with care providers and leadership. Documents patient/visitor complaint information into hospital database.
• Complies with state and federal regulations regarding the investigation and resolution of patient/family complaints. 
• Conducts daily rounds on hospital units to assess patient and visitor satisfaction, proactive service recovery and patient safety.
• Composes letters and/or emails to patients, visitors, physicians and leadership to ensure compliance with the BID-Plymouth grievance policy.
• Interacts positively with all staff by rounding and offering assistance in relation to improving customer service
• Provides educational programs including hospital orientation and other service excellence and quality initiatives as needed for hospital employees
• Serves as a resource and support for physicians, staff and leadership in establishing an environment of proactive service recovery efforts. Collaborates with unit leadership to meet and/or exceed customer service and quality outcomes.
• Trends complaints and grievances to identify opportunities for improvement.
• Interacts with patients and family members, provides emotional support and facilitates their access to hospital resources.
• Coordinates and facilitates family meetings as needed in response to patients grievances
• Coordinates interventions/services with Quality and Patient Safety Staff.
• Collaborates with Risk Manager in investigation for high risk patient incidents 
• Participates in the development and revision/update of hospital policies and procedures
• Weekly reviews, shares and follows up on Press-Ganey comments.
• Develop and maintain a library of Service Excellence tools and materials for both employees and providers to include but not be limited to: videos, workflows, best practices, scripting.

It is understood that this is a summary of key job functions and does not include every detail of the job that may reasonably be required.

Education/Experience Required:

• Possess strong customer service skills/interpersonal interactions with physicians/senior leadership; ability to handle difficult and angry people constructively
• Excellent written and verbal communication skills.
• Must work in collaboration with staff in a supportive way to troubleshoot and resolve issues.  Must be visible to staff, offering support and modeling service behaviors and concern resolution processes.
• Must be able to address difficult, awkward situations with tact and diplomacy.
• Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal.
• Must be an informed regulatory healthcare representative for the patient and organization; must be able to communicate patient and visitor rights and responsibilities to patients, family members and staff.
• Ability to interpret the medical record as well as knowledge of current documentation policies and standards of care
• Expertise in Patient Rights, CMS regulations, TJC/CMS standards, complaint/grievance management
• Knowledge of basic components of risk management, including potentially compensable events, risk investigation, reporting.
• Understanding of Sentinel Event procedure and its implications for state reporting requirements.
• Knowledge of quality improvement concepts and tools including LEAN process improvement
• Excellent analytical skills, including analysis, planning, organizing and troubleshooting
• Proficient in Windows-based operating software/systems and all Microsoft applications.  Good oral and written communication skills; presentation skills
• Proficient in Event Reporting Systems
• Ability to work with minimal supervision
• Experience in leading culture change though successful complaint/conflict resolution and executing service excellence initiatives
• Demonstrated success in organizing and conducting family meetings
  Progressive experience in deploying process improvement, change management and project management initiatives.
• Bachelor’s degree in, healthcare management or related field - Required
• Master’s Degree in Nursing or Public Health Administration Strongly Preferred

Registration/Certification:

• De-escalation Training Preferred

Physical/Environmental Requirements

This job requires frequent bending, carrying, pulling, pushing, reaching, standing, stooping, walking and lifting over 10 lbs. There will be occasional need for climbing stairs, lifting in excess of 50 – 100 lbs and sitting. Constant use of hearing, sight and speech. Frequent use of smell and touch. Frequent keyboard and telephone use. Constant concentration and problem solving.

Pay Range:

The pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. 

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled