**16230BR** **Title:** Patient and Family Relations Manager **Department/Cost Center:** 837 - Service Excellence/Patient Relations **Job Description:** ***Highland Hospital is seeking a full time Patient and Family Relations Manager for the Department of Service Excellence.** Patient and Family Relations is an integral department for the delivery of Patient and Family Centered Care at Highland Hospital. The Manager will oversee the day to day operations of Patient and Family Relations, including the patient complaint tracking system and service recovery process. Tracks, analyzes and develops programming for improvements for patient and family-centered care, fostering the ideal experience that amplifies the Highland Promise. Works closely with the Chief Experience Officer to align PFCC efforts with overall organization mission and priorities. **Essential Job Functions:** + Gives professional attention to the relations between patients, families and Highland Hospital staff, counseling both in order to ensure the former of timely and appropriate response to their concerns and to benefit the latter through a sensitive interpretation of patient/family needs and feelings. + Promotes visibility of Patient and Family Relations throughout the hospital with a proactive plan for daily rounding. + Effectively coaches staff as needed on ways to improve communication and patient and family interactions. + Manages the receipt of customer complaints and suggestions. Maintain appropriate records of each including follow-up and response. Analyzes data and identifies trends. + Coordinates the patient complaint system with the hospital’s Risk Management Program (RL Solutions). Work closely with the Quality Management Team. + Investigates complaints and communicates with former patients. Reports patient and family perception of care issues to appropriate parties. + Manages and coordinates the Service Recovery Program and works with individual units to audit efforts to ensure that complaints are handled expeditiously and efficiently + Ensures that the appropriate parties are informed regarding specific problems and works to achieve timely resolution in the best interest of patient and family relations. Makes recommendations for policy and procedural changes to enhance quality of patient care. + Works closely with the Chief Experience Officer on initiatives that promote the overall patient experience and the Patient and Family-Centered Care model. + Oversight for day to day operations of Patient Relations team. + Responsible for the preparation and implementation of patient and family centered care development and training opportunities for leaders and staff. + Serve as a resource for patient and family centered care and patient experience best practices. + Coordinate Patient Advisory Council activities ensuring accurate and focused feedback for improvement. + Effectively coaches staff as needed on ways to improve patient and family interactions. + Works to foster a positive communication environment including eliciting creativity, staff ideas, concerns and suggestions. + Participates and adds value to committee and workgroups as necessary. **Salary Range:** $73,000.00 - $105,000.00 annually _The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations._ **Auto req ID:** 16230BR **Job Requirements:** **Qualifications:** + Education: BA or BS in a health related field, or equivalent experience. + Experience: Four to Five years working in customer service related role, in a capacity requiring tact, discretion, diplomacy and ability to act assertively on behalf of customer interests. Health Care experience preferred. + License/Certification Required: N/A + Skills: computer proficiency required in Word, Outlook, Excel, with the ability to read, analyze and track data; must be personable and empathetic with outstanding people skills; must be comfortable dealing with and discussing sensitive matters, while exercising a sensitivity to the need for confidentiality; must possess a positive attitude toward customer service; must be a self starter with the ability to multi task; organized and detail oriented **Employment Status:** Full-Time **Hours/Week:** 40 **Posting Title:** Patient and Family Relations Manager **City:** Rochester **Work Shift:** Days **Area of Interest:** Administration/Management The Hospital is committed to equal opportunity for all persons regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by law.