Provides oversight and management for Patient Relations service, which acts as the liaison between patients and the institution and between the institution and the public. Manages Patient Representatives who facilitate the grievance process for patients and families, in accordance with CMS (Center for Medicare and Medicaid Services) guidelines. Provides oversight of the Risk and Patient Relations activities including coordination with corporate Risk Management, negotiation of settlements, review and revision of policies and coordination of follow up related to risk exposure and liabilities. Patient Relations and Risk Manager is responsible for review and coordination of follow-up of Midas Patient Relations events. Works closely with and provides back up for the Patient Safety Manager. Assists with management of Root Cause Analysis.
Accurately completes Grievance Reports and Safe Medical Device Reports through medical record review and communications with patients and their families and staff. Confers with management on issues of risk exposure and liability and coordinates follow up to resolve issues. Identifies trends documented on Midas event reports or other intradepartmental communications. Researches procedural problems affecting multiple departments resulting from specific patient complaints and works with departments involved to affect improvements. Accurately investigates, researches, documents, and preserves evidence for Corporate Risk Manager. Works with Patient Relations Representatives to obtain thorough and accurate claims file documentation. Negotiates approved settlements with patient and family within authority. Assists in compilation of statistics and reports for Patient Relations, Administration and other departments. Develops and implements educational programs to resolve identified trends in occurrence reports. Manages policies related to patient relations and risk management.