To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values—integrity, patient-centered, respect, accountability, and compassion—must guide what we do, as individuals and professionals, every day.
The Director of Patient Relations is responsible for system oversight and developing visionary strategies for the Department of Patient Relations for Yale New Haven Health System and Yale Medicine. The Director serves as a role model and coach for staff and a liaison between patients, patient families, visitors, hospital staff and medical staff across all delivery networks. This position oversees the grievance and compliment/complaint management processes and partners with key business unit, service line, clinical, and other system leaders to acknowledge, respond to, and resolve complaints and grievances from patients and external customers. Maintaining integrity of patient rights, regulatory requirements, and standardized processes are critical to this role. Is responsible for ensuring YNHHS compliance with CMS condition of participation for patient grievance management and JCAHO regulations related policies that are relative to patient rights, including animal visitations, DHOH, discrimination, LEP patients, etc. This position oversees the function of being continuously ready to uphold the care and service of YNHHS to the Patient Rights and Responsibilities standards in addition to the YNHHS Mission, Vision, and Core Values.
1. Develops visionary strategies for patient relations across the Health System and Yale Medicine.
2. Directs the Patient Relation departments across the Health System and Yale Medicine.
3. Responsible for dynamic system leadership in managing the direction of Patient Relations for YNHHS/YM with emphasis on internal customer relationships and standardization of key processes/standard work, and patient/family advocacy.
4. Manages the Continuous Readiness chapter for Patient Rights and Responsibilities and participates in auditing processes and environments to ensure compliance.
5. Oversees, models, and teaches expert documentation of patient complaints and grievances, following all regulatory requirements set forth by Centers for Medicaid and Medicare (CMS), The Joint Commission, the Department of Health, among other regulatory bodies.
6. Follows, develops, or enhances standard processes related to patient complaints/grievances/compliments and provides recommendations for how YNHHS/YM can learn and improve from patient feedback.
7. Consults with leaders throughout YNHHS in the areas of patient relations. Develops and maintains collaborative relations with departments across the System.
8. Serves as the System's overall communication channel regarding patient's concerns.
9. Database Administrator for complaint management. Capturing, analyzing, trending, and reporting of complaint/grievance data for quality improvement purposes to improve the YNHHS Care Signature.
10. Responsible for monitoring industry best practices and formulating innovative ways to adopt strategies based on patient needs
11. Develops and communicates trending reports and patient stories to board of trustees, senior leaders and internal customers across the system to inform strategic decision-making.
12. Develops system policies and procedures, establishes communication plans and serves as an employee and manager resource. Coordinates, writes, publishes and distributes policies and procedures consistently across sites and delivery networks.
Master's degree required in Human Services, Human Resources or related field.
5-7 years in healthcare administration/leadership, including the management of staff in supervisory/manager positions. Extensive exposure to patient and family issues and concerns. Patient and family centered services or experience with volunteers or volunteer organization required.
Experience with Social Work, Advocacy, or Healthcare Law and Regulatory Requirements. Knowledge of regulatory requirements related to Patient Rights and Responsibilities. High level demonstrated leadership experience in a healthcare setting. This includes exceptional communication skills; verbal, spoken and written. Demonstrated public speaking skills. History of proven exemplary customer service skills. Experience in coaching and mentoring, diffusing difficult and delicate situations and the ability to comfortably have critical conversations. Must have experience in working in a highly diverse environment with a very diverse population.
Flexibility in coping with shifting demands on time and energy. Must be able to travel to all delivery care networks.
Internal Number: 67421
About Yale New Haven Health System
Complex health system, teach hospital. Approximately 27,000 employees across Connecticut, Rhode Island, and New York. The health system includes 5 inpatient hospitals along with numerous physician practices, urgent care and ambulatory facilities.