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Patient Relations Supervisor

2 months ago

Alhambra, California, United States Alhambra Hospital Full time

Job Summary: We are seeking a highly skilled and experienced Patient Relations Supervisor to join our team at Alhambra Hospital. As a key member of our patient experience team, you will be responsible for overseeing the patient relations process, ensuring timely and effective resolution of patient complaints and grievances.

Key Responsibilities:

  • Supervise and support Patient Relations Representatives to ensure timely capture, document, and respond to patient complaints and formal grievances.
  • Monitor the patient complaint and grievance process to ensure compliance with hospital policies and procedures.
  • Manage staffing and processes to provide rapid responses to issues and concerns, initiate service recovery, identify trends, and reduce the risk of future complaints and/or system failures.
  • Collaborate with Risk and Quality Departments, as well as Medical Staff, Nursing, and all other clinical, technical, and ancillary staff to plan, improve, and change systems in response to needs and concerns of patients, families, and visitors.
  • Coordinate and manage hospital activities promoting patient and family-centered care and experience.
  • Develop resources, policies, and procedures, and performance metrics, and provide a channel for conflict resolution.
  • Serve as a subject matter expert on patient relations and patient experience both internally and externally.

Requirements:

  • Bachelor's degree or equivalent from a college or university.
  • Master's degree preferred.
  • Minimum one year of supervisory experience in a healthcare setting, preferably in Patient Relations.
  • Excellent customer service and communication skills, including complaint management and conflict resolution.
  • Bilingual skills preferred.