Director of Patient Relations
Apply NowCompany: Children's of Alabama
Location: Birmingham, AL 35242
Description:
- Job Summary
- Responsible for the execution of the daily operations of the Patient Relations Department.
- Responsible for building and maintaining strong relationships and working in collaboration with inpatient and outpatient providers, executive and senior leadership to ensure service excellence is delivered to all patients and families in a safe and family-centered care environment.
- Responsible for customer satisfaction and customer service initiatives throughout the organization.
- Responsible for Service Recovery initiatives.
- Responsible for tactfully and appropriately deescalating and mediating complex and difficult cases/encounters in person or over the phone.
- Responsible for documenting all concerns and/or grievances in accordance CMS/TJC guidelines and protocols using RL Solutions/Children's 360.
- Responsible for preparing yearly department budget and maintaining stewardship and best use of resources.
- Responsible for Identifying gaps that negatively impact the patient experience and collaborating with the appropriate leaders to implement initiatives to close these gaps.
- Education
- Bachelor's degree in Human Science related field required.
- Master's degree in Human Science related field preferred.
- Experience
- Five years of management/supervisory experience in customer service/healthcare environment strongly preferred.
- Two or more years of proven experience in deploying strategic and systematic quality improvement and/or customer service processes and initiatives.
- Proven track record of results.
- Licensures, Certifications, and/or Registries
- Licensure/certification in human science related field preferred.