Patient Relations Manager

4 weeks ago


Paterson, New Jersey, United States St. Joseph's Healthcare System Full time
Job Overview

The Patient Relations Manager plays a vital role in ensuring the highest level of patient satisfaction and experience at St. Joseph's Healthcare System. This key position is responsible for managing the Patient Relations team, overseeing the efficient operation of the walk-in office, and providing exceptional customer service.

As a subject matter expert, the Patient Relations Manager is responsible for managing complaints and grievances, ensuring appropriate escalation, investigation, and resolution. This includes ensuring all written correspondence to grievances is in alignment with regulatory requirements while maintaining a patient-centered approach.

The ideal candidate will have a Bachelor's degree in a related field, with a Master's degree preferred. A minimum of three to five years of related experience is required, along with excellent verbal and written communication skills, strong customer service, and interpersonal skills.

The Patient Relations Manager will work closely with the Patient Experience Manager, Volunteer Manager, and Department Director to identify opportunities for improving the patient experience. This includes analyzing and interpreting data to integrate raw data into actionable process improvements.

The successful candidate will possess strong analytical and problem-solving skills, with the ability to work effectively with all levels of the organization, patients, and visitors. A strong orientation toward guiding impartial investigations and responses related to grievances and complaints is essential.



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