Job ID 86312 Full / Part Time:Full time
The Director of Patient Relations is responsible for oversight and management of patient and guest relations within BMC, BMP and the clinics and health centers. The Director also has responsibility for oversight of the Patient Relations functions across the health system, serving as primary leader. The Director acts as a liaison between consumers of healthcare services and BH leaders and stakeholders including administration, staff and physicians. The Director of Patient Relations serves as an advocate for patients and their families and facilitates communication between patients and healthcare providers. The Director uses a proactive approach to problem solving to meet the needs and expectations of patients.
The Director supports the mission of Baystate Health to continuously improve the safety, quality and patient experience by listening to our customers, advocating for patients and family concerns, and facilitating change to meet the needs of our consumers.
Works primarily through direct reporting relationships and indirect “matrix” reporting relationships with leaders from Operational areas to provide the patient & guest function for BMC, affiliated BMPs and Health Centers.
Provides leadership and management in overseeing all Patient Relations functions for Baystate Medical Center, Baystate Medical Practices, the clinics and health centers. Manages the Patient Relations team in the coordination, investigation and response to all complaints and grievances concerning quality of care, ADA complaints and services by providing a formal grievance mechanism for our healthcare consumers.
Provides leadership, direction, and consultation to senior leaders, department chairs, directors and managers in the investigation regarding all manners of patient and guest c grievances. Assures timely follow up and coordinates appropriate methods to address patient and family concerns including facilitated communication and service recovery when applicable. Supports managers and team members in facilitation and understanding of service recovery opportunities.
Provides day-to-day counsel, oversight and guidance to entity level leaders and managers who are responsible for patient relations functions in the Northern, Eastern and Western regions. Serves as a consultant, mentor and coach for Baystate Health enterprise affiliates on patient and family centered values and acts as an expert resource across the system. Establishes standard, consistent practices in the management and response to patient grievances throughout the health system.
Works in partnership with risk managers, quality and claims teams for early identification of harm cases received through the complaint/grievance process. Participates in quality improvement activities to promote patient safety and to improve our care and services.
Serves as the primary facilitator of the CARe(communication, apology & resolution) process to promote transparency and respect for our patients and families.
Oversees the collection, analysis and evaluation of complaint and grievance data. Monitors trends and utilizes feedback to facilitate systems improvements to better meet the consumer needs. Collaborates with leaders to make improvement plans for departments and for the organization.
Master's an understanding of organization's mission, policies, procedures and services in order to respond to consumers' questions or concerns.
Ensures all complaints and grievances are managed in accordance with regulatory standards including CMS, Joint Commission and ADA standards.Serves as the primary contact for individuals who wish to report any grievances alleging any action that would be prohibited by state or federal disability laws.
Serves on those committees that impact consumer needs and advocacy for Patient Rights.
Assures timely and relevant reporting to Senior leaders and Performance Improvement teams.
Responsible for policy review on issues that impact patient rights, responsibilities and patient experiences.
Responsible for the oversight and guidance of Patient Relations staff including personnel issues, orientation, training, staff development, performance evaluations, disciplinary actions, hiring, termination and similar actions.
Bachelor's Degree Required
5 Years of management experience in healthcare or service oriented business.
Excellent interpersonal skills including conflict negotiation, problem solving and strong empathetic listening skills.Strong organizational and management skills and abiity to maintain and re-prioritize workload, and skill in analyzing information and drawing conclusions.
Registered Nurse or social worker in acute care setting preferred
LCSW, LICSW preferred
Hours/Schedule: Full-time Days 40 hours
Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.
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