Primary City/State:
Mesa, Arizona
Department Name:
Clinical Risk Mgmt & Ptnt Rel
Work Shift:
Day
Job Category:
Risk, Quality and Safety
Great careers are built at Banner Health. There’s more to health care than doctors and nurses. We support all staff members as they find the path that’s right for them. Apply today, this could be the perfect opportunity for you.
Becker’s Healthcare recently honored Banner as one of 150 top places to work in health care for 2024, we are proud to offer our team members many career and lifestyle choices throughout our network of facilities. At Banner Health, we’re excited about what the future holds for health care. That’s why we’re changing the industry to make the experience the best it can be. If you’re ready to change lives, we want to hear from you.
This Director, Patient Relations role has a schedule of Monday through Friday – the office is “open” from 7am until 4:30pm.The position is Hybrid and needs to be in the office regularly at 525 West Brown Rd, Mesa, AZ 85201to ensure staff members are assisted and any incoming mail/fax can be properly forwarded. In this role you are responsible for protecting Banner Health against any CMS violations and ensuring all documentation generated by the team follows all CMS policies within the timeline given by CMS. There will be 9-14 hourly direct reports on your team. You are also responsible for creating a phone schedule to call all hours of operation and ensuring proper phone coverage at all times, as well as ensuring all emails that come into the department are properly vetted and forwarded to the appropriate team member to handle.
Your pay and benefits are important components of your journey at Banner Health. This opportunity includes the option to participate in a variety of health, financial, and security benefits. In addition, this position may be eligible for our Management Incentive Program as part of your Total Rewards package.
Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.
POSITION SUMMARY
This position is responsible for the overall patient relations process across the continuum of care, including hospitals, BMG and other Banner entities. This individual will oversee the team of centralized patient relations service center representatives who will be addressing patient relations issues across multiple entities from a centralized location to turn any problems into opportunities that result in positive outcomes. This includes addressing any complaints and issues that arise when a patient or family member is not physically present at a Banner entity through a variety of modes, such as letters, calls, emails, etc. This individual is responsible for training to ensure all representatives deliver an exceptional experience through compassionate communication treating all incidents as an opportunity to enhance the experience. They are also responsible for ensuring all representatives consistently maintain proper documentation of every issue that comes into the center and acts as a project manager to ensure timely resolution. This includes identifying best practice opportunities, process improvement opportunities and being available for any escalated issues to ensure all key success metrics are consistently met. This position will define the PR process, including the management and oversight of new systems and tools. For example, this individual will oversee the implementation of Verge and identify process improvement opportunities across the system as well as any gaps or issues in a particular entity. This position will also have frequent interaction with CEOs and other C-Suite team members at the various Banner entities and provide ongoing updates and reports on progress. The incumbent will also visit entities as needed to assist with necessary training.
CORE FUNCTIONS
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Manages, supervises, and evaluates the work of staff. Selects and develops well-trained and effective staff, ensuring the achievement of goals and objectives through effective leadership. This includes ongoing training and communication of results related to key metrics and any process changes. Articulates and demonstrates an expectation for continuous quality improvement utilizing processes that include consideration of all stakeholders. Fosters an environment that focuses on excellence in processes and outcomes.
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Identifies best practice opportunities, process improvement opportunities and ensures all key success metrics are consistently met. Identifies process improvement opportunities across the system as well as any gaps or issues in a particular entity. Ensures team consistently acts as a project manager/lead to coordinate, facilitate, document and track all issues that occur when the patient or family member is not physically present at the entity. Ensures all processes are followed and timely resolution of service and care related complaints and grievances. Assists with any escalation or questions from direct reports as well as PR/SE Managers, adhering to applicable system guidelines and regulatory requirements and consistency. Ensures comprehensive complaint database and records maintained.
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Works with leadership at entities and with direct report team to lead patient relations issues and ensure timely follow up communication with patients, family members, visitors, and/or guests to provide information regarding their situation in a manner that supports a positive experience, increasing customer satisfaction, and assure privacy and confidentiality.
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Lead and oversee key initiatives across the continuum of care related to patient relations. This will include implementation of new systems, processes and tools. For example, lead the Verge implementation for patient relations across the system. This also includes leading cross departmental teams with Risk and Quality.
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Leads analyzing complaint and/or grievance patterns and trends; identifies and communicates areas negatively impacting the patient/family experience, as well as vulnerability associated with risk and quality issues with appropriate management staff. Looks for process improvement opportunities.
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Informs, educates, and trains direct report staff, PR/SE Managers and, if needed, entity staff on communicating in a compassionate and caring manner, issues and avoidance, resolution timing, patient rights, system policies, customer service practices, and/or other applicable items that impact the patient experience.
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Leads recognition program for entity employees with best practices in delivering an ideal experience and providing timely resolution. Identifies best practices in terms of process related to resolution across the system.
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This position is responsible for providing direction and leadership to the Patient Relations staff in the centralized center and entities, which includes working across multiple entities with staff at all levels to drive an exceptional experience. Manages process to ensure problem resolution complete in a timely manner being consistent with decisions and working within established parameters, to ensure a positive patient experience, as well as system accountability for specific activities surrounding patient satisfaction. Internal customers range from executive staff to point of service providers and staff. External customers are patients, family members, medical staff, payers, and the community-at-large.
MINIMUM QUALIFICATIONS
Working knowledge of principles and practices of customer service as normally obtained through the completion of a bachelor’s degree in a relevant field and a working knowledge of customer service principles and practices within a medical environment as normally demonstrated through a minimum of seven years' relevant experience. Requires management responsibility, ideally managing both direct report staff and indirect reports. Must have prior process improvement experience. May require bilingual skills, successful completion of applicable language assistant program, and/or current licensure in a clinical discipline.
Must have excellent oral, written and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals. Must have excellent working knowledge of personal software packages. Must have the ability to organize, prioritize and multi-task workload in a fast paced environment. Excellent use of written language in composing a variety of presentations, policies, procedures, and other applicable communication pieces. Skilled in solving problems in order to facilitate the communication network between patient and hospital. Skilled in maintaining composure and professional demeanor in difficult and stressful situations. Requires a passion for providing excellent customer service, collaboration, and continuous improvement.
PREFERRED QUALIFICATIONS
Previous patient relations and service experience in a medical setting as well as other environment, like retail. Process improvement certification, 5+ years managing direct report and indirect report staff, prior experience leading a turnaround with accountability for key metrics of success, bilingual.
Additional related education and/or experience preferred.
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EEO/Female/Minority/Disability/Veterans (https://www.bannerhealth.com/careers/eeo)
Our organization supports a drug-free work environment.
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Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy)
EOE/Female/Minority/Disability/Veterans
Banner Health supports a drug-free work environment.
Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability
