Manager Patient Experience Job at University of Maryland Medical System, Largo, MD

LzhQNS9vZlhoMTlGV04yRVdlV2lUeVVQ
  • University of Maryland Medical System
  • Largo, MD

Job Description

Position Summary

Under the general supervision of the Corporate Director of Patient and Family Experience the Patient Relations Manager oversees patient relations and complaint resolution activities. This position serves as a liaison between patients their families and the organizations departments administration and physicians to ensure thorough and timely resolution of concerns and complaints.

The Manager plays a key role in developing and implementing service improvement action plans across the University of Maryland Capital Region providing administrative support and data analysis to drive improvements. Additionally the Manager acts as the organizations HIPAA/Privacy Officer ensuring compliance with all privacy regulations and standards.

Primary Responsibilities

Operational Oversight

  • Complaint Management : Investigate track and provide timely responses to patient complaints ensuring appropriate communication with administration and relevant departments per policy.
  • Collaboration : Build and maintain effective relationships with other departments representing the Patient Relations function on committees community organizations and professional associations.
  • Interdepartmental Coordination : Collaborate with Risk Management and Quality Management to report activities solve problems and manage identified cases effectively.
  • Policy Development : Develop implement and monitor policies and procedures related to patient relations to ensure compliance with regulations and organizational standards.
  • Data Tracking : Maintain accurate records and databases for tracking patient concerns leveraging data for reporting and process improvement.
  • Proactive Engagement : Conduct regular rounds on new admissions to identify opportunities to enhance the patient experience and improve satisfaction.
  • Reporting : Generate and present reports on patient complaints and grievances to hospital leadership and relevant committees.

Human Resources Management

  • Staff Development : Plan implement and oversee training and development programs to meet departmental goals and staff needs.
  • Recruitment and Retention : Actively participate in hiring onboarding and retaining qualified personnel in collaboration with Human Resources.
  • Performance Management : Set clear performance expectations conduct annual evaluations provide feedback and implement corrective actions as necessary to maintain high performance standards.
  • Work Environment : Foster a positive valuesbased work culture that promotes productivity low turnover and high employee satisfaction.
  • Recognition : Celebrate achievements recognize positive contributions and address staff concerns promptly.

Fiscal Responsibility

  • Budget Management : Participate in budget preparation and execution ensuring alignment with departmental goals. Monitor budget performance identify variances and propose solutions for resource allocation.
  • Cost Containment : Implement costcontainment initiatives without compromising quality. Develop programs that promote efficient operations.
  • Capital Planning : Oversee major equipment purchases with cost/benefit analysis and projected utilization data.
  • Supply Management : Liaise with Materials Management to ensure efficient procurement and inventory control.

Communication and Customer Relations

  • Service Excellence : Identify and implement strategies to improve customer satisfaction monitor trends and address service challenges proactively.
  • Collaboration : Build and sustain collaborative relationships with clinical departments Medical Staff and Administrative Staff to support a culture of partnership and teamwork.
  • Professional Conduct : Model effective communication appearance and behavior that reflect the organizations values even during challenging situations.

Professional Development

  • Continuous Learning : Stay informed about national state and local trends in patient relations and leadership through professional organization involvement and continuing education.
  • Leadership Participation : Serve in a leadership role on hospital committees councils and community awareness programs ensuring representation of the department and followthrough on action items.

Additional Responsibilities

  • Assist in the direction and implementation of marketing activities public relations efforts and professional and community awareness programs to enhance the organizations visibility and reputation.

 

Qualifications :

Education/Knowledge (see attached explanation sheet)

Attained Level: Professional

Preferred: Masters degree in health related field

Completed Course Work/Program: Bachelors of Science degree in a health related field.

Applicable Experience

Attained Level: Professional

Preferred: Masters degree in health related field

Completed Course Work/Program: Bachelors of Science degree in a health related field.

Applicable Experience

Experience (years):Required: 3 years      Preferred: 5 7 years

Experience (describe required & preferred):

Minimum 3 years in patient relations human resources nursing social work case management or related field. Equivalent education will be considered.

Conflict resolution experience preferred

Additional Information :

All your information will be kept confidential according to EEO guidelines.

  Compensation

  • Pay Range: $43.2$52.8
  • Other Compensation (if applicable):

Remote Work :

No

Employment Type :

Fulltime

Job Tags

Full time, Local area, Remote job,

Similar Jobs

Paylocity

Account executive - private equity Job at Paylocity

 ...needs, and think outside the box to unlock new possibilities. Position Overview As an HCM Account Executive specializing in Private Equity, you will play a pivotal role in expanding our footprint within the private equity sector. Your primary responsibilities... 

CompHealth

Orthopedic Hand Surgeon Opportunity in Pennsylvania JOB-3015319 Job at CompHealth

 ...position with malpractice coverage Life insurance, medical benefits, and a retirement plan Must be fellowship trained in orthopedic hand surgery Opportunity is available due to program expansion Great mentorship for new grads/fellows Inpatient and outpatient... 

Harvard University T.H. Chan School of Public Health

Research Assistant II Non-Lab (Research Assistant) | Harvard University T.H. Chan School of Public Health Job at Harvard University T.H. Chan School of Public Health

 ...Department of Health Policy and Management is a research center focused on producing actionable...  ...an energetic and organized individual to assist with a portfolio of multidisciplinary...  ...Format Hybrid (partially on-site, partially remote) Commitment to Equity,... 

P.E.A.C.H. Teams

HVAC Sales Representative Job at P.E.A.C.H. Teams

 ...&##128188; HVAC Sales Consultant $150K+ Income Potential! Join a Winning Team Where Your Skills Are Valued and Your Potential is Limitless! Are you an HVAC pro ready to take your career to the next level? Do you love helping customers find the perfect comfort... 

Duraco Specialty Films, Coatings, & Release Liners – A Durac...

Human Resources Generalist Job at Duraco Specialty Films, Coatings, & Release Liners – A Durac...

 ...members, including new hire paperwork, benefits enrollment and scheduling/facilitating new hire orientation. Manage temporary staffing for Filmquest plants. Establish and maintain relationships with talent agencies to ensure quality service. Support and coordinate...