Job Summary

The Director of Patient Relations is responsible for the receipt, evaluation and response for all patient complaints and grievances throughout the Cook County Health (CCH). Provides strategic direction and oversight for efforts to improve service recovery in all clinical areas, to comply with Centers for Medicare and Medicaid Services (CMS) and Joint Commission standards for Patient Rights, and to comply with CMS standards for responses to complaints and grievances. Works in collaboration with leadership to address customer service, respectful behavior and patient centered approach to care. Will collaborate with Medical Staffs, Risk Management, Compliance and other CCH executives to evaluate, develop and implement policy and programs to monitor, analyze and report on Patient complaints. Will coordinate the collection and analysis of pertinent patient satisfaction data and department performance improvement indicators as well as determine possible trends and evaluate data for areas of improvement to enhance patient satisfaction. Prepares and delivers reports to System governance including the CCH Board of Directors.

Typical Duties

• Serves as a liaison between visitors, physicians, patients, and other staff for Cook County Health (CCH).
• Works closely with staff to provide educational training to support patient centered care.
• Creates and manages teams charged with maintaining and enhancing patient centered culture
• Responsible for identifying potential risk areas within area of responsibility and for supporting the process of problem resolution.
• Assists in the development and implementation of software modules or enhancements which increase the efficiency and accuracy of data collection within the organization.
• Collaborates with IT to advance real time patient education on regulations governing patient rights.
• Interfaces with staff to create an environment which fosters learning, development and positive reinforcement; contributes to annual training efforts on patient rights.
• Serves as liaison between patient satisfaction vendor and internal management to understand reports, communicate results and oversees survey revisions and goal settings.
• Serves as chair of Patient Grievance Committee which is delegated by the CCH Board of Directors to address patient complaints and grievances.
• Responsible for operational excellence of all assigned activities to ensure the cost effectiveness and efficient delivery of quality services and/or outcomes required to meet the expectations of those utilizing or impacted by the department.
• Develops and implements a plan for an effective, interdisciplinary, and ongoing program for quality assessment and performance improvement in the area of Patient Relations.
• Assists Administration in analyzing, monitoring and controlling the budgets and operations of assigned areas to ensure cost effective and efficient delivery of quality patient care.
• Participates in the development of network-wide programs, policies and procedures.
• Achieves high visibility and availability to employees, patients and families, physicians, and Administration to promote early identification and resolution of problems.
• Coordinates CCH' response to patient concerns and grievances received from managed care plans.
• Performs other duties assigned.

Minimum Qualifications

• Bachelor's degree from an accredited college or university (must provide official transcripts st time of interview)
• Four (4) years of patient relations work experience
• Three (3) years in a management or leadership role in a hospital
• Previous experience in a customer service role

Preferred Qualifications

• Master's degree in a health care related field from an accredited college or university
• Licensed Clinical Social Worker (LCSW) in the State of Illinois
• Additional training or certifications in Patient Advocacy
• Experience in training staff in customer service and service recovery

Knowledge, Skills, Abilities and Other Characteristics

• Knowledge of Regulatory Standards specific to Patient Rights and National Patient Safety Goals
• Knowledge of CMS Patient Rights Standards
• Excellent verbal and written communication skills necessary to communicate with all levels of staff and a patient population composed of diverse cultures and age groups
• Demonstrate analytical and organizational, problem-solving, critical thinking and conflict management/resolution skills
• Intermediate proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint)

PLEASE READ

When applying for employment with the Cook County Health & Hospitals System, preference is given to honorably discharged Veterans who have served in the Armed Forces of the United States for not less than 6 months of continuous service

To take advantage of this preference a Veteran must:

• Meet the minimum qualifications for the position.
• Identify self as a Veteran on the employment application by answering yes to the question by answering yes to the question, "Are you a Military Veteran?"
• Attach a copy of their DD 214, DD 215 or NGB 22 (Notice of Separation at time of application filing. Please note: If you have multiple DD214s, 215s, or NGB 22S, Please submit the one with the latest date. Coast Guard must submit a certified copy of the military separation from either the Department of Transportation (Before 9/11) or the Department of Homeland Security (After 9/11). Discharge papers must list and Honorable Discharge Status. Discharge papers not listing an Honorable Discharge Status are not acceptable

OR

• A copy of a valid State ID Card or Driver's License which identifies the holder of the ID as a Veteran, may also be attached to the application at time of filing.

If items are not attached, you will not be eligible for Veteran Preference

VETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER'S LICENSE AT TIME OF INTERVIEW.

BENEFITS PACKAGE

• Medical, Dental, and Vision Coverage
• Basic Term Life Insurance
• Pension Plan
• Deferred Compensation Program
• Paid Holidays, Vacation, and Sick Time
• You may also qualify for the Public Service Loan Forgiveness Program (PSLF)

For further information on our excellent benefits package, please click on the following link: http://www.cookcountyrisk.com/

MUST MEET ALL REQUIRED QUALIFICATIONS AT TIME OF APPLICATION FILING.

*Degrees awarded outside of the United States with the exception of those awarded in one of the United States' territories and Canada must be credentialed by an approved U. S. credential evaluation service belonging to the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). Original credentialing documents must be presented at time of interview.

*Please note all offers of employment are contingent upon the following conditions: satisfactory professional & employment references, healthcare and criminal background checks, appropriate licensure/certifications and the successful completion of a physical and pre-employment drug screen.

*CCHHS is strictly prohibited from conditioning, basing or knowingly prejudicing or affecting any term or aspect of County employment or hiring upon or because of any political reason or factor.

COOK COUNTY HEALTH & HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER.