Patient Relations & Experience Program Manager

Job Description

Hutchinson Health is hiring for a Patient Relations and Experience Coordinator. This newly created position will serve both of our Central MN locations (Hutchinson Health and Olivia Hospitals & Clinics). The successful candidate will interact with patients/customers to understand, support, and resolve any care complaints or grievances. This individual will also partner with our clinical care departments regarding patient experience measurement and quality improvement initiatives. This role includes responsibilities to effectively facilitate multiple internal work teams/committees. Must have a passion for customer service; empathy; and strong communication skills, both verbal and written. Healthcare-related education and/or or previous patient relations experience preferred.

Essential Duties & Responsibilities:

1. Provides day to day oversight of the complaint and grievance process for Central Minnesota region.
2. Provides timely, empathetic communication with customers regarding grievances and escalated complaints.
3. Works with operational leaders on grievances, ensuring investigation and follow-up is done in a timely manner, documentation of review process and findings is complete, and that responses fully address all issues raised by the patient/customer.
4. Collaborates with operational leaders to compose the written letter of response and/or, as indicated, the telephone or in-person response to concerns.
5. Assures completeness of all customer grievance documentation, using the organizational electronic incident management system.
6. Assists with analyzing and trending customer grievance-related data to identify trends/opportunities.
7. Assists with assuring continuous compliance with regulatory standards pertaining to patient rights regarding customer grievances, partnering with applicable leaders.
8. Completes reporting of customer grievance case summaries including resolution to the respective insurance programs as required.
9. Serves as the coordinator of the Hutchinson Health and Olivia Hospital & Clinic Grievance Committees, as local structure supports.
10. Acts as a resource to operational leaders in maintaining, accessing, interpreting, and sharing patient experience survey results.
11. Develops action plans in partnership with operational leaders to address opportunities for individual care units/departments as identified in the data.
12. Is connected with HealthPartners Systemwide Experience initiatives and sits on the Hospital Wide Experience team.
13. In partnership with operational leaders, develops and implements patient experience improvement initiatives across the Central Minnesota campuses.
14. Serves as facilitator of Hutchinson Health and Olivia Hospital & Clinic Patient Experience Committee and Patient Family Advisory Council (PFAC) Teams.
15. Represents the Central Minnesota region on the systemwide Discrimination Management team, in collaboration with other key stakeholders (i.e. Integrity & Compliance, Risk Management, etc.).
16. Represents Central Minnesota on HP Patient Relations system workgroups and initiatives.
17. Performs all other duties as assigned.

Accountabilities for all Employees:

1. Adheres to the Hutchinson Health Employee Values.
2. Maintains confidentiality of the organization and patients.
3. Reports any health/medical errors.
4. Observes all Environment of Care policies and reports safety risks or hazards immediately.

Education, Training or Degree Required:

1. Associate's or Bachelor's degree required. Degree in Healthcare or Human Services or related field preferred
2. Previous experience working in healthcare preferred

Experience and Skills: (indicate preferred or required)

1. Ability to work well with patients and families, demonstrating a high degree of diplomacy, tact and empathy, required.
2. Ability to work professionally with various stakeholders (i.e. Providers, leadership team members, insurance representatives, colleagues in parallel roles at other HealthPartners sites) both inside and outside the organization, required.
3. Strong communication skills, both written and verbal, required.
4. Proficient computer skills, required.
5. Quality Improvement/Project Management skills, preferred.
6. Previous experience in customer relations/guest services roles, preferred.
7. Training in de-escalation, preferred.

Qualifications

Job Info

Job Identification: 108301

Job Category: Quality

Posting Date: 2025-01-17T18:32:29 00:00

Work Schedule: Monday to Friday, Business Hours (8-5)

Hours Per Week/FTE: 40 hrs weekly / 1.0 FTE

Job Shift: Day

Position Type: Full-time regular

Job Category: Quality

Department: Quality Patient Safety

Pay Range: $30.62-$45.66 hourly

Pay Range Statement: Compensation is based on the level and requirements of the role. Pay within our ranges may also be determined by education, experience, knowledge, skills, location, and abilities as well as internal equity. Hired candidates may be eligible to receive additional compensation based on role (e.g., shift differential, bonus, sales incentive, productivity pay, etc.)

Overtime Eligibility Status: Non-Exempt

Locations: Hutchinson Health Hospital

Salary : $31 - $46