Care Experience Program Manager

Alice Peck Day Memorial Hospital - Lebanon, NH

Full-time - Mid Level

Lebanon, NH

Hospitals

About the position

The Patient Relations Specialist plays a crucial role in managing patient and family feedback, including compliments, complaints, and grievances. This position requires strong communication and negotiation skills to effectively resolve issues and improve patient experiences. The specialist collaborates with various departments and leaders to analyze data trends, facilitate interdepartmental initiatives, and advocate for patients and families, ensuring a high standard of service excellence and compliance with regulatory requirements.

Responsibilities

• Manage feedback from patients and families, including compliments, complaints, and grievances.
• Document, investigate, and resolve issues in a timely manner.
• Review data trends and report results to departmental and senior leaders.
• Facilitate interdepartmental collaboration to achieve improvement initiatives.
• Discuss complex situations and facilitate family meetings as a mediator.
• Compile and analyze data to identify areas for improving patient experiences.
• Develop and oversee a data-driven program for tracking patient experience trends.
• Generate statistical data regarding complaints and grievances for leadership.
• Provide staff education on patient relations and service excellence.
• Collaborate with external experts to implement evidence-based service excellence tools.

Requirements

• Bachelor's degree in a healthcare-related field (preferred).
• 3 years of experience in a patient/customer-oriented position or 5 years of progressive experience in a healthcare setting.
• Strong negotiation and communication skills.
• Ability to handle confidential material with maturity and discretion.
• Excellent oral and written communication skills, including active listening and empathy.
• Strong interpersonal skills to work with external parties, providers, and families.
• Social perceptiveness and adaptability in ambiguous situations.

Nice-to-haves

• Experience in quality improvement initiatives.
• Familiarity with patient rights and complaint resolution processes.

Benefits

• Health insurance coverage.
• Dental insurance coverage.
• 401k retirement savings plan.
• Paid holidays and vacation time.