Patient Relations Manager

Stamford Health · Stamford

As a Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent to improve our workforce and support our mission, to that end we offer:

Competitive salary
Comprehensive, low-cost health insurance plans (including GLP-1 coverage options) available day one
Wellness programs
Paid Time Off accruals
Tax deferred annuity and (403b) pension plan
Tuition reimbursement
Free on-site parking and train station shuttle
Childcare partnership with Children’s Learning Center

Regular, Full Time (On-Site)

At Stamford Health, we believe that every patient deserves compassionate, personalized, person centered care. This commitment guides how we care for patients, support their care partners, and promote the wellbeing of our staff. In alignment with our Planetree philosophy, the individual in this role will foster a respectful, collaborative environment that honors the needs, values, and preferences of every person we serve and the colleagues we partner with.

Responsibilities:

The Manager, Patient Relations & Language Services understands and participates in a culture that is person-centered and committed to a holistic approach in the delivery of healthcare services. As a member of the Planetree & Patient Experience team, the Manager, Patient Relations & Language Services will educate leaders and their peers about patient-centered care philosophy and best practices.

Provide leadership, oversight, and professional development for the department staff, ensuring high performance, engagement, and service excellence.
Manage and optimize the patient complaint and grievance management system, ensuring effective workflows, accurate documentations, timely resolution, regulatory compliance, and actionable reporting of trends to drive continuous improvement.
Ensure timely, thorough, and compassionate responses to all patient complaints, grievances, and service recovery opportunities through effective investigation and resolution.
Manage complex and escalated patient concerns, partnering with clinical, operational, and physician leaders to achieve effective resolution and improve the patient experience.
Ensure compliance with CMS, Department of Public Health, Joint Commission, and other regulatory requirements related to patient rights, grievances, and language access services.
Lead regulatory readiness activities related to patient rights, grievance management, and language services, supporting accreditation surveys and compliance initiatives.
Analyze patient complaints, grievances, and patient experience data to identify trends, mitigate risk, and drive performance improvement efforts.

Qualifications:

Master’s Degree preferred in health care related field, hospital management, business management or process improvement.
5-7 years of experience in a healthcare setting.
2 years management experience or 1 year management or lead experience within the department of Patient Relations, preferred.
Experience in patient relations, complaint resolution or other clinical work preferred.
Excellent customer service, interpersonal and communication (both oral and written) skills.
Ability to work independently and formulate recommendations, develop, and deliver presentations to wide ranging audiences, and provide succinct written documentation and reports.
Demonstrated experience in problem solving, written correspondence/documentation and the ability to handle sensitive issues with minimal supervision.
Must be able to analyze data and present findings.
Experience with interaction with senior leadership and the medical community.

The Manager, Patient Relations & Language Services is a working manager responsible for leading the daily operations, strategic execution, and continuous improvement of Stamford Health's Patient Relations and Language Assistance Services programs. Reporting to the Director of Patient Experience & Planetree, this role provides operational leadership while remaining actively engaged in patient experience, and the investigation and resolution of patient concerns, grievances and service recovery opportunities. The Manager serves as a key resource for ensuring patients' rights are protected and upheld in accordance with applicable regulatory requirements, including Centers for Medicare & Medicaid (CMS), the Connecticut Department of Public Health, & the Joint Commission. In addition, this role oversees regulatory preparedness related to patient complaint/ grievances, ensures compliance with language access regulations including Section 1557 (ACA).

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