Patient Relations Manager

The Alaska Native Tribal Health Consortium is a non-profit Tribal health organization designed to meet the unique health needs of Alaska Native and American Indian people living in Alaska. In partnership with the more than 171,000 Alaska Native and American Indian people that we serve and the Tribal health organizations of the Alaska Tribal Health System, ANTHC provides world-class health services, which include comprehensive medical services at the Alaska Native Medical Center, wellness programs, disease research and prevention, rural provider training and rural water and sanitation systems construction. ANTHC is the largest, most comprehensive Tribal health organization in the United States, and Alaska’s second-largest health employer with more than 3,100 employees offering an array of health services to people around the nation’s largest state. Our vision: Alaska Native people are the healthiest people in the world. ANTHC offers a competitive and comprehensive Benefits Package for all Benefit Eligible Employees, which includes: Medical Insurance provided through the Federal Employee Health Benefits Program as a Tribal Employee, with over 20 plans and tiers. Cost-Share Dental and Vision Insurances Discounted Pet Insurance Retirement Contributions with Pre-Tax or Roth options into a 403(b). Retirement Match and Discretionary. ANTHC matches up to 5%, with a 3% discretionary contribution after one year of employment into a 401(a). Paid Time Off starts immediately, earning up to 6 hours per pay period, with paid time off accruals increasing based on years of service. Twelve Paid Holidays Paid Parental Leave or miscarriage/stillbirth eligibility after six months of employment. Basic Short/Long Term Disability premiums, Accidental Death and Dismemberment (AD&D) Insurance, and Basic Life Insurance are covered 100% by ANTHC, with additional options for Short-Term Disability Buy-Up Coverage and Voluntary Life for yourself and your family members. Flexible Spending Accounts for Healthcare and Dependent Care. Ancillary Cash Benefits for accident, hospital indemnity, and critical illness. On-Site Child Care Facility with expert-designed classrooms for early child development and preschool. Employee Assistance Program with support for grief, financial counseling, mental/emotional health, and discounted legal advice. Tuition Discounts for you and your eligible dependents at Alaska Pacific University. On-Site Training Courses and Professional Development Opportunities. License and certification reimbursements and occupational insurance for medical staff. Gym Access to Alaska Pacific University includes a salt water pool, rock climbing, workout gym, and steep discounts for outdoor equipment rentals. Emergency Travel Assistance Education Assistance or Education leave eligibility. Discount program for travel, gym memberships, amusement parks, and more. Alaska Native Tribal Health Consortium has a hiring preference for qualified Alaska Native and American Indian applicants pursuant to P.L. 93-638 Indian Self Determination Act. Summary: Under minimal direction, responsible for managing day-to-day operations of the ANMC Patient Experience Office and patient relations programs including information desks, shuttle operations, interpreter program, bereavement assistance, taxi wheelchair management, patient lost items recovery and reimbursement, patient feedback and grievances as well as championing patient satisfaction and managing service recovery. Responsibilities: Manages Patient Experience staff and shuttle drivers through thoughtful leadership and employee engagement. Manages employee satisfaction improvement efforts. Develops staff skills and performance training plans; counsels and coaches staff; and manages corrective actions and performance evaluations. In conjunction with organizational and division leadership priorities, responsible for defining program goals, maintaining appropriate staffing, ensuring best practice knowledge and training, and managing budget, expenses and applicable contracts. Evaluates the quality and effectiveness of customer service, analyzing appropriate internal and external data and information to identify opportunities for improving service, and champions process improvement efforts. Implements best practices in customer satisfaction and concern management. Identifies problems and issues related to service quality and patient safety; researches solutions; proposes course of action to resolve problems; benchmarks effectiveness of customer service and service standards programs. Manages and coordinates patient relations activities with other departments in the hospital to assure prompt and remedial action to patient complaints and concerns. Manages complex patient issues and problems. Models superior active listening to ascertain core issues of dissatisfaction, communicating key areas requiring follow up to appropriate parties within the organization, monitoring status of resolution, providing consultations for effective resolution strategies and facilitating dialogue between patients and families and clinical personnel. Manages RLDatix feedback system and responsible for managing accurate documentation and timely management of patient issues. Ensures careful monitoring status of review and resolution of all stated concerns and ensures full compliance with all federal and state regulations related to the patient complaint and grievance process. Identifies trends in concerns and notifies appropriate parties when patterns develop. Responsible for completing internal and external written and oral reports professionally and in a timely manner. Ensures adherence with regulatory requirements for providing interpreter services and manages interpreting program including contract management. Promotes and encourages staff understanding and adherence to ANMC patients’ rights and responsibilities, including brochures and signage notices are maintained in all clinical care environments, maintaining updates to inpatient Patient Guides to Services, updated on ANMC website and communicated in orientations and trainings. Participates in divisional planning and organizational committees as assigned. Builds and maintains vital internal working relationships with inpatient and specialty clinic leadership; regional liaisons; ANTHC Compliance, Legal and Quality departments; as well as external relationships with Southcentral Foundation Quality Assurance Department and clinical administrators; Tribal Health Organization patient experience counterparts and ANMC-based advocates/navigators. Performs other duties as assigned or required. Knowledge and Skills: Knowledge of HCAHPS and patient satisfaction reporting measures. Knowledge of performance improvement methodology. Knowledge of customer service and patient experience concepts and practices. Knowledge of hospital accreditation principles and procedures. Knowledge of patient and family-centered care. Skill in effective written, verbal and interpersonal communication. Skill in communicating complex and/or sensitive information in a clear, concise, diplomatic and professional manner while maintaining confidentiality. Skill in making quality, independent decisions and prioritize multiple priorities. Skill in adapting to multiple and changing priorities. Skill in effectively managing and leading staff, delegate, and assessing outcomes. Skill in establishing and maintaining cooperative working relationships with others. Skill in analytical and problem solving. Skill in resource allocation, data assembly and action planning. Skill in concern investigation and conflict resolution. Skill in advising leaders of complex organizational issues and opportunities for improvement. MINIMUM EDUCATION QUALIFICATION: Bachelor's degree in business administration, health administration, communications or related field. Progressively responsible professional/exempt related work experience, education, or training may be substituted on a year-for-year basis for college education. MINIMUM EXPERIENCE QUALIFICATION: Non-supervisory – Five (5) years of experience in a healthcare setting or relevant professional experience with proven understanding of patient experience and customer service best practices. An equivalent combination of relevant work experience, education, or training may be substituted for experience. Supervisory – Three (3) years of experience involving employee supervision. PREFERRED EXPERIENCE QUALIFICATION: Experience in the Alaska Tribal Health System. Familiarity with The Joint Commission, CMS, HIPAA regulations, hospital compliance, and patient rights and responsibilities. PREFERRED CERTIFICATION QUALIFICATION: Certified Patient Experience Professional (CPXP), obtained through Patient Experience Institute OR either of the following obtained through Beryl Institute: Certificate of Patient Experience Leadership Certificate of Patient Advocacy Certificate of Advanced Experience Leadership #J-18808-Ljbffr