Supervisor of Patient Relations is responsible for overseeing the daily operations of the Patient Relations program/process and will supervise, organize, and coordinate daily operations. This includes triaging patient/caregiver feedback (including inquiries, compliments, suggestions, complaints, and grievances), requiring de-escalation and/or immediate investigation and response. This role collaborates with clinical and non-clinical teams, medical providers, and managers to review feedback, identify resolutions, develop action plans, and draft formal responses to patients/caregivers. Oversight includes adult inpatient, ambulatory, perioperative, and emergency services throughout VCU Health System. Essential Job functions Responsible for patient experience process improvement and behavioral coaching from analysis of complaint volume and trends. Perform Root Cause Analysis (RCA) techniques to determine underlying reason(s) for trends and effectively partners with the area for long-term resolution. Develop and implement best practices to reduce complaint volume and further the culture of patient-centeredness. Ownership and understanding of CMS regulations as it pertains to complaints and grievances. Responsible for management, documentation, and timely resolution of all patient complaints per CMS guidelines. Familiarity with Americans with Disabilities Act (ADA). Serves as subject matter expert to meet with Joint Commission during patient complaint investigations. Ensures that the employee and patient incident report files are maintained and updated. Accountable for training and monitoring of new staff to ensure continuity of operations and HR compliance. Ensures that personnel are appropriately trained for the job duties they are assigned. Provides leadership for Patient Relations team including but not limited to recruiting and selection, hiring and termination, training, professional development, mentoring, counseling, and performance evaluations. Ensures accurate submission of time and leave requests and verifies monthly payroll statements reflect submitted and approved time. Responsible for consistently providing the Patient Liaison team with training and guidance, in order that all patients and their families receive exemplary STAR Service. Triages, identifies, and resolves patient/caregiver complaints and grievances while meeting regulatory requirements and timeframes. De-escalates highly emotional and/or challenging situations. Effectively make decisions and act without having complete information. Serves as first escalation point for in-person or remote patient complaints. Responsible for monthly complaint trend and volume reporting to department and organizational leadership. Work effectively and collaboratively with interdisciplinary teams; ability to successfully find common ground when working with groups and/or individuals with diverse perspectives. Leverage knowledge of clinical workflows to create and maintain working partnerships. Develop and implement education outreach programs to internal clinical and non-clinical stakeholders on service recovery, CMS complaint & grievance guidelines, and internal complaint resolution process. Ensure responsibility and visible commitment of diversity equity and inclusion programs/initiatives through collaboration and implementation of initiatives across the health. Patient Population: N/A Employment Qualifications Required Education: High School Diploma Preferred Education: Bachelor’s Degree in Health Care Administration, Counseling, Pastoral Care, Business Administration, Nursing or other healthcare related field from an accredited program Licensure/Certification Required: Licensure/Certification Preferred: CPXP (Certified Patient Experience Professional (or ability to achieve professional certification within 2 years) Minimum Qualifications Minimum of four (4) years of experience with a focus on patient/customer satisfaction, service recovery, and de-escalation of customer complaints. Cultural Responsiveness: Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. Working Conditions Periods of high stress and fluctuating workloads may occur. General office environment. Prolonged periods of working alone. Physical Requirements Lifting/ Carrying (0-50 lbs.), Push/ Pull (0-50 lbs.), Stoop, Kneel, Squat, Balance, Bending Work Position: Sitting, Walking, Standing Additional Physical Requirements/ Hazards Physical Requirements: Manual dexterity (eye/hand coordination), Finger Dexterity Hazards: none Mental/Sensory: Reasoning, Problem solving, Speak clearly, Reading, Logical Thinking Emotional: Steady pace, Able to handle multiple priorities Compensation Range $21.46 - $33.26 Actual salary offers will be based on several key factors to include relevant work experience, credentials, and qualifications. EEO Employer/Disabled/Protected Veteran Who We Are Inventing better care, day by day by discovery Sound outrageous? It absolutely is. Sound impossible? That’s never stopped us before. Sound like hard work, intense research, collaboration with experts around the world, sheer brainpower meets unrelenting willpower? That’s. Exactly. Right. We’ll do whatever it takes to offer the best in care and empower the best in quality of life. And it’s an approach that works — whether it’s a patient who undergoes a new, life-saving procedure or a clinical researcher who finds promise in a new cancer treatment, exciting new medicine is happening at VCU Health. We have it all: • One college and four health sciences schools • An academic medical center • A Level I trauma center • One of only two NCI-designated cancer centers in Virginia • The region’s only full-service children’s hospital • More than 800 physicians in 200 specialties • With a community health center, dedicated research teams, facilities and valued partners in every field Our medical teams are top notch. And we’re not too shy to boast of internationally known physicians, some recognized as the best in the country, top-ranked local specialists and all-around all-stars at every level. From our very first years to our most recent advancements, we are driven to learn more, dig deeper, teach passionately and never rest in order to be a true leader in discovering what’s possible in health and recovery. We are a comprehensive system of care and a pioneer of health. Read VCU Health Year In Review for more about our accomplishments.

Supervisor, Patient Relations.

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