The Patient Relations Manager provides leadership and manages business operations for assigned Patient Relations staff and locations across care settings of M Health Fairview to oversee resolution of patient concerns, ensuring regulatory compliance with patient rights and grievance management as well as improving patient experience.
Ensure voice of patients, families, and other customers are heard and Patient Relations and other staff and providers across the system are responding to their needs and requests in an informed, timely, fair and ethical manner.
Support system-wide processes for efficient management of patient complaints and grievances across M Health Fairview in partnership with senior leadership and other stakeholders.
Manage and implement improvements for complaint, grievance, and service recovery processes, maintaining alignment with the Fairview Operating System.
Develop and increase service recovery/complaint management skills for staff and providers in the organization.
Support Customer Experience initiatives in meeting performance dimension goals and targets.
Prioritize resources and assistance provided for patient rights and advocacy issues, grievances, service recovery, reimbursement disclosure, and customer satisfaction.
Provide leadership and accountability for management of business operations and staff for assigned Patient Relations staff and locations across the system to ensure day-to-day functions are executed effectively and accurately, according to set processes.
Develop and mentor team members, including performance standards, supporting creation of individualized goals and monitoring outcomes.
Maintain knowledge of and compliance with all relevant laws, regulations, policies, procedures and standards.
5+ years of Patient Relations or other health and human service related leadership experience
Requires self-initiative, good mediation and conflict resolution skills; excellent listening and communication skills, critical thinking, soundness in judgement, and ability to interact effectively with people and work in teams.
Masters in healthcare administration or related field
Experience with a grievance data management software platform
Together with the University of Minnesota and University of Minnesota Physicians we have created M Health Fairview. M Health Fairview is the newly expanded collaboration among the University of Minnesota, University of Minnesota Physicians, and Fairview Health Services. The healthcare system combines the best of academic and community medicine — expanding access to world-class, breakthrough care through our 10 hospitals and 60 clinics.
Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Fairview is one of the most comprehensive and geographically accessible systems in the state, with 10 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area.
Its broad continuum also includes 60 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider netwo...rk and health insurer PreferredOne. In partnership with the University of Minnesota, Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.