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Description
Manager, Patient Relations
* Service Excellence
* Chicago (Lincoln Park)
* Full time
* Days
The Patient Relations Manager develops and coordinates organizational functions for Patient Relations and promotes clinical excellence for Patient Relations staff. Encourages and supports the growth of the team and team members. Leads Childrens Memorial Hospital in complaint management, service recovery and service excellence. Provides direct intervention with patients and families, educates staff on this process and builds effective organizational systems to support this. Collaborates closely with the Director of Service Excellence to assist with the coordination and support of service excellence education and initiatives.
Essential Job Functions
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Maintains a supportive work environment that encourages retention, team development, service excellence and the optimal functioning of Patient Relations.
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Supports the professional development of team.
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Collaborates with the Director to develop, implement and monitor the effectiveness of operational procedures.
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Manages complex/special projects as assigned.
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Collaborates to coordinate service delivery with families and appropriate team members across the continuum. Facilitates necessary referrals to other team members and/or community resources.
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In the context of addressing patient relations issues, identifies, assesses and responds to child/family needs; includes in this process age-specific, psychosocial, cultural and spiritual needs.
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Develops relationships with families that are caring, trusting, reliable and beneficial.
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Provides timely and effective intervention for families in emergency/crisis situations.
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Develops/maintains effective formal system of responding to and following through on problems, complaints and requests of patients/ families.
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Represents the institution by informing/educating patients and families of Medical Center policies, procedures and systems.
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Develops/maintains formal mechanism for reporting of complaint data to assist leadership in trend identification.
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Provides education on the service recovery process through both formal and informal mechanisms
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Serves as a resource/consultant to staff for mediation of problem solving.
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Collaborates with Director of Service Excellence and Clinical and Organizational Development to create and provide education for Service Excellence.
FTE status: FT-80
Requirements
* Minimum Bachelors of Science in Nursing or Human Services, Masters degree preferred
* Ability to coordinate and integrate complex processes and relationships in an evolving and high profile role.
* Excellent communication and interpersonal skills.
* Demonstrates leadership skills by assisting and encouraging team identification of issues, formulation of plans and initiation of follow up and resolution.
* Ability to think proactively, act creatively and take initiative appropriately. Demonstrated ability to work with multiple teams.
At this point we are no longer accepting applications for this position. Please continue to check our website for future openings.
Details:
Job Id:
21278911
Posted / Updated:
8/1/2010 3:56:00 PM
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