Position Summary: We have an exciting opportunity to join our team as a Mgr-Patient Relations.
In this role, the successful candidate The Manager provides day to day direction and management of the Patient Relations Specialists staff and other items related to patient advocacy with responsibility for consistent application of regulations (federal, state and regulatory) governing patient rights and grievances. The Manager is responsible for outcomes within the department by supervising the work of others. The Manager coordinates the management of complaints and in conducting quality reviews in preparation for regulatory surveys.
Manage the daily activities and operations of the Patient Relations Specialist team in a cost-effective, operationally efficient and innovative manner including staffing, scheduling, payroll and area assignments.
Establish standards of performance for staff. Delegate responsibilities to staff and develop mechanisms to evaluate their effectiveness so that training, education and/or counseling for improvement can be completed.
Manage daily activities to ensure that established standards of performance are followed.
Monitor daily productivity and efficiency for the purpose of apportioning work, evaluating staff performance, conducting disciplinary actions and/or implementing improvements or changes in staffing to enhance departmental operations.
Monitor the overall effectiveness of the departments work assignments. Inform Director of any problems and action being taken to resolve and/or prevent future occurrences.
Develop and maintain adequate departmental communication to ensure staff performance and high morale.
Schedule and conduct general staff meetings regularly. Solicit suggestions from staff and other appropriate personnel to initiate improvements.
Prepare work schedules for staff ensuring coverage in all priority areas, ensuring operations are not compromised.
Maintain personnel records regarding compensation, performance, counseling and appraising of productivity and efficiency for direct reports.
Maintain updated departmental policy and procedure manuals.
Monitor daily usage and procurement of materials in order to maintain departmental supplies, control expenses and identify any budget reduction possibilities.
Research and recommend to the Director any improvements or changes in departmental and/or hospital policies and procedures to enhance departmental operation.
Monitor organizational compliance with the CMS, DOH, TJC, Attorney General Standards for the Complaint and Grievance Policy.
Compile and send the weekly patient grievance report to Director for distribution to key leaders.
Follow up regarding incident reports and/or complaints related to the Department of Patient Experience, working in concert with the Manager of Patient Relations and Service Excellence and take corrective action in preventing future similar occurrences.
Identify performance improvement opportunities through audits and productivity reports and guides staff to improve case management outcomes.
Function as the back up to the Director as the primary liaison with Patient Experience Officer, Chief Medical Officer, Chief Regulatory Office and Risk Management and Lean for any case related issues.
Assist in overseeing vital documents and policies relative to Patients Rights.
Ensure that all case management initiatives are well organized and adhere to accepted professional standards as established by federal, state and regulatory guidelines.
Assist in developing and implements departmental and organization wide policies, procedures and education programs as it relates to complaint management and patient advocacy.
Function as the back-up to the Director as the primary department representative to respond to requests for case review by the New York State Department of Health and Mental Hygiene, Centers for Medicare and Medicaid Services (CMS), and The Joint Commission.
Function as the back-up to the director to ensure the medical centers compliance with Rights & Responsibilities of the Individual (RI) chapter of The Joint Commissions accreditation requirements.
Performs other duties as assigned.
Minimum Qualifications: To qualify you must have a Bachelors Degree in healthcare, business administration or related field with at least five years of experience in patient advocacy At least two years experience managing performance improvement initiatives Excellent analytical, organization and planning skills Strong computer skills and knowledge of Microsoft Windows, Microsoft Excel, SMS and Complaint Management systems
Preferred Qualifications: Master's Degree in Public Health Administration, Business Administration or related graduate degree preferred. Certification in Patient Advocacy or similar. Customer Service experience.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online. If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal 'EEO is the law' poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information. To view the Pay Transparency Notice, please click here.
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Internal Number: 60441722
About NYU Langone Health
NYU Langone Health, a world-class patient-centered integrated academic medical center, is one of the nation's premier centers for excellence in clinical care, biomedical research, and medical education. Located in the heart of Manhattan, NYU Langone is composed of four hospitals – Tisch Hospital, its flagship acute care facility; Rusk Rehabilitation; the Hospital for Joint Diseases, one of only five hospitals in the nation dedicated to orthopaedics and rheumatology; and Hassenfeld Children's Hospital, a comprehensive pediatric hospital supporting a full array of children's health services across the medical center – plus the NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. The medical center's tri-fold mission to serve, teach, and discover is achieved 365 days a year through the seamless integration of a culture devoted to excellence in patient care, education and research. For more information, go to www.nyulangone.org.