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 organization's 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 organization's 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, values-based 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 cost-containment 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 organization's 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 follow-through 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 organization's visibility and reputation.