Director of Patient Relations

SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES:

Under the direction of the Chief Experience Officer, the Director coordinates, administers, and evaluates programming, projects, and activities related to the office of Patient Guest Relations. Advises on hospital-based Patient Relations Programs including the development of their patient advocacy program plans and the implementation of the Patient’s Bill of Rights with respect to each municipal facility. The Director, Patient Guest Relations provides leadership and guidance of patient satisfaction improvement activities such as the complaints and grievances process, to all areas of NYC Health + Hospitals/Kings County utilizing effective measurement, strategies, coaching, and education.

• Directs the office of Patient Guest Relations (PGR). Serves as the primary leader accountable for PGR operations, including complaint management, grievance resolution, patient advocacy, and service recovery activities.
• Maintains the hospital’s policies related to the Patient, Pediatric, and Parent Bill of Rights in accordance with federal, state, and regulatory guidelines.
• Maintains accountability for the effective operation, regulatory compliance, quality, and continuous improvement of PGR services. Develops and conducts customer service training for all PGR team members.
• Partners with the Chief Experience Officer to identify and implement appropriate strategies for patients’ and patient caregivers’ engagement utilizing improvement science.
• Directs and coordinates the implementation of patient relations training programs emanating from corporate offices or hospitals.
• Participates as a key member of relevant committees such as, but not limited to, the Grievance Committee, Quality Council, Patient Family Advisory Council, Patient Experience Council, and the CAB Patient Care Committee.
• Conducts staff meetings to discuss and escalat(e) matters concerning patient service, care and/or satisfaction and recommends improvements, remedial or corrective actions to avoid recurring patient complaints and improve patient experience.
• Establishes collaborative and productive working relationships with department heads to foster improved patient experience.
• Communicates effectively and regularly with all stakeholders to promote a person-centered environment.
• Provides leadership oversight, guidance, and support for Client Navigator Team operations to ensure continuity of services and alignment with departmental goals.
• Collaborates with the Assistant Director to ensure effective staffing, coverage, escalation management, and operational support across PGR and Client Navigator Teams.