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MANAGER, PATIENT RELATIONS
Job Title: MANAGER, PATIENT RELATIONS
Job Code: 5268
FLSA: E
Job Level: F2
Revised Date: 03/01/2019
Supervisory Responsibility: Yes
General Description of the Job Class
Supervises the daily operations and oversees daily outcomes of the Patient Relations group. Functions managed will include multiple areas of Patient Relations to include Patient Advocacy, Patient Information Services, Volunteer Services, Auxiliary and/or Decedent Care.
Duties and Responsibilities of this Level
Oversee departments' performance improvement activities in accordance with the hospital's Performance Improvement Plan, JCAHO and other regulatory agency requirements.
Recruits and interviews Volunteer Candidates. Works with the Volunteer Assistant to insure that volunteers are adequately trained and oriented to their assigned departments.
Insures that volunteers are matched to appropriate positions. Works with all Hospital Departments to assess needs in individual areas. Creates job descriptions to support those needs.
Oversees management of Patient Advocates on the Patient & Visitor Relations team. Responds to patient complaints and grievances within regulatory guidelines.
Responsible for the staffing and management of the Patient Information Services (also known as, Information Desk). Including, but not limited to resolution of safety, security, and customer service issues.
Adheres to all Joint Commission of Accreditation Standards and reflects those standards in training, orienting and processing of volunteers.
Strives for growth in the volunteer programs. Develops a plan to recruit new volunteers to the service and sets monthly goals for that development.
Maintain open communications with representatives of the hospital, medical center and health system to ensure services meet required standards and that the hospital's policies, practices and procedures are understood and followed.
Supervise various personnel actions including, but not limited to, hiring, performance appraisals, promotions and work schedules. Perform other related duties incidental to the work described herein.
The manager represents the team on various committees.
Required Qualifications at this Level
Education
Work requires a Bachelors in Social Work, Behavioral Science or related field.
Experience
Work requires five years of experience in patient/health care relations or human service experience. One year of supervisory or leadership experience preferred.
Degrees, Licensure, and/or Certification
N/A
Knowledge, Skills, and Abilities
N/A
Distinguishing Characteristics of this Level
N/A
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
