Supervisor of Patient /Guest Relations (Full Time, Day shift)

Miami, Florida, Description Job Summary Supervises daily operations of Health System Patient/Guest Relations function to uphold the Patient Bill of Rights and all of its components.  Handles interpreter services, regulatory signage for bill or patient rights, non-discrimination, and leads the preparation and implementation of the Grievance Task Force.  Serves as a resource to staff and customers; enhances communication through the use of data/trends and collaborates with the department’s Director to promote and develop the department’s services. Job Specific Duties Assists with the development of department dashboards, translation/communication services, and quality/complaint trend reports.   Responds to elevated complaints; works with Risk Management, Quality, Accreditation, and Compliance to ensure gaps in process and service recovery are addressed. Understands and utilizes customer satisfaction data to drive a focus on patient rights trends.   Oversees the complaint process to ensure all complaints and grievances are resolved in a timely fashion.   Ensures PGR team to identify CMS and DNV standards for Patient Rights and Responsibilities Chapter.   Leads the Grievance Task Force to provide timely resolution and identifies trends for improvement.   Analyzes trends in complaints/grievances data and alongside Leader, Risk Management, and Quality.

Identifies opportunities for improvement and action plan. Manages the services related to interpretive/translation services to ensure patients, families, and staff have adequate access to equipment and services.   Collaborates with the PGR Office Coordinator to ensure online reviews are responded to in a timely manner. Qualifications Minimum Job Requirements Bachelor’s Degree in Health Service Administration, Communications, or related field 3-5 years Experience in customer service industry 1-3 years Prior healthcare experience Experience in accreditation and regulatory operations Knowledge, Skills, and Abilities Bilingual English and Spanish preferred. Intermediate proficiency in Microsoft Word, Excel, Outlook, and PowerPoint. Excellent written and oral communication skills. Able to use logical and analytical thinking to interpret technical data and solve a broad range of problems. Able to communicate effectively both verbally and in writing in a clear, concise, and courteous manner. Able to display effective facilitation skills. Able to adapt and react calmly under stressful conditions in a pleasant manner.

Able to relate cooperatively and constructively with customers, co-workers, and subordinates. Able to learn work related software application(s). Able to maintain confidentiality of sensitive information. Able to follow complex written and/or verbal instructions to solve problems. Able to establish necessary professional relationships and interact effectively with internal and external customers. Able to motivate, coach, train, provide constructive feedback, and lead staff to ensure the achievement of department’s goals. Able to work in a fast-paced environment and effectively manage and use resources to successfully meet the competing deadlines of a variety of tasks, problems, and projects. Job : Management Primary Location : Florida-Miami-Nicklaus Children’s Hospital – Main Hospital Campus Department : PATIENT & GUEST SERVICES-2100-868001 Job Status :Full Time

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