Overview

Come join our team!

This position is full-time, working dayshift (evening, weekends, & holidays as needed), exempt, and with full-time benefits eligibility. 

We're looking for candidates with these requirements;

• Bachelor's degree require from any program, Master's degree preferred
• At least 5 years of healthcare experience
• At least 3 years of patient/customer relations experience
• Certification of areas of service preferred

In this Manager role - Patient Relations & Information Desks plans, implements and supervises the daily operations of patient relations and information desk staff. Directs a team to ensure adherence to policies, procedures for patients and family members; ensures that patient rights are respected; functions as a resource and liaison for patients, staff and the community at large; provides a channel for problem resolution to promote the highest quality of care and service excellence.

Why Nationwide Children's Hospital?

The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children’s Hospital, Where Passion Meets Purpose.

Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission.

We’re 14,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we’ll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere.

Ask anyone with a Nationwide Children’s badge what they do for a living. They’ll tell you it’s More Than a Job. It’s a calling. It’s a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere.

Nationwide Children’s Hospital. A Place to Be Proud.

Responsibilities

1. Manages day to day operations of the departments at various geographical locations near main campus. Ensures timely follow up and resolution of patient/family concerns received.

2. Actively supports and educates hospital staff regarding Patient Rights and Responsibilities, patient satisfaction/customer service, and service recovery to ensure regulatory compliance and effective communication with the patient/family. Analyzes and triages complaints/grievances, coordinating comprehensive reviews following established complaint handling pathway at the department level, to ensure all concerns are given impartial consideration and appropriate response occurs in keeping with regulatory and hospital guidelines.

3. Responsible for recruitment, orientation, training, management, evaluation and as necessary provides corrective action and/or terminates staff.

4. Facilitates access to hospital and community resources for patients and families. Interprets information from patient/family and summarizes this in a concise written format for documentation in the complaint tracking system; regularly monitors and updates complaints and their resolutions in the database.

5. Investigates patient/family complaints/grievances and provides appropriate/timely response; Maintains regular communication during the investigation and, based on investigation results, formulates written response, when appropriate.

6. Serves as an impartial liaison between the patient/family and hospital departments/administration, promoting a positive relationship and responding to patient complaints while supporting reconciliation, compromise or settlement. Collaborates with Emergency Department Patient Relations Coordinator.

7. Supports responsive relationships with patients of varying cultural, socioeconomic and religious backgrounds to ensure that needs of all patients are handled with sensitivity. Serves as the Patient Rights Advocate per Ohio Mental Health and Addiction Services requirements.

8. Develops operating and capital budget for areas of responsibility. Monitors, evaluates and justifies monthly budget expense.

9. Collaborates with Protective Services and Patient Care Services to develop and implement consistent, effective practices for inpatient visitor access and inpatient visitor ID badging.

10. Advocates the highest standards of customer service for patients, families, and staff.

11. Performs other duties as assigned.

Qualifications

1. Bachelor's degree required

2. Five or more years work experience in a complex hospital environment; with at least three years experience in patient relations (or similar direct interaction with patients and families).

3. Ability to resolve conflict, and effectively interact, with a wide variety of parents, staff, management, administrators and medical staff of diverse ethnicity, socio-economic and educational backgrounds.

4. Coaching /management skills to supervise staff.

MINIMUM PHYSICAL REQUIREMENTS

The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification.

It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision.

OCCASIONALLY: 1-33% OF THE TIME (0.5 TO 2.5 HOURS)Pushing/pulling up to 25 lbs.

FREQUENTLY: 34-66% OF THE TIME (2.6 TO 5.0 HOURS)StandingWalkingFlexing/extending of neckLifting/carrying up to 10 lbs.Color vision

CONTINUOUSLY: 67-100% OF THE TIME (5.1 TO 12 HOURS OR GREATER)SittingHand usage: grasping, gripping, turningRepetitive hand/arm usageComputer skills Audible speechHearing acuityPeripheral visionSeeing-far/nearProblem solving, Decision making, and interpreting data