Patient Relations Director jobs in Chicago, IL

About UI Health

The University of Illinois Hospital & Health Sciences System (UI Health) provides comprehensive care, education, and research to the people of Illinois and beyond. A part of the University of Illinois at Chicago (UIC), UI Health comprises a clinical enterprise that includes a 495-bed tertiary care hospital, 22 outpatient clinics, and 13 Mile Square Health Center facilities, which are Federally Qualified Health Centers. It also includes the seven UIC health science colleges: the College of Applied Health Sciences; the College of Dentistry; the School of Public Health; the Jane Addams College of Social Work; and the Colleges of Medicine, Pharmacy, and Nursing, including regional campuses in Peoria, Quad Cities, Rockford, Springfield, and Urbana. UI Health is dedicated to the pursuit of health equity.

Position Summary
This position is responsible for: managing the Patient & Guest Experience Office to enhance a positive and rewarding experience for patients, families, and guests facilitating patient/family & guest advocacy through problem resolution and service recovery, directing guests to resources, managing information, and providing post service follow up. Oversee the implementation and oversight of process and service-oriented programs and best practices in alignment with the enterprise-wide experience transformation efforts, including the Patient Experience Navigation Program, Service Recovery Program, and Post Service Follow Up Program.

Duties & Responsibilities

• Identify, implement, and manage best service practices to improve the efficiency and effectiveness of the Patient Experience Navigation Program, Service Recovery Program, and promote access to service programs for patients with disabilities.
• Collaborate with UI Health’s Professional Excellence Review Committee and Vanderbilt University’s Patient Advocacy Reporting System (PARS) to promote professional accountability through the collection, documentation, and management of provider complaints/grievances.
• Develop and implement customer focused service recovery program to manage complaints and grievances in alignment with hospital policies and regulatory mandates.
• Lead, develop, and implement a process to address and coordinate a response to inquiries related to access to Hospital, Clinic programs, and services in a prompt and equitable manner.
• Chairs the Grievance Committee, as authorized by the Board of Trustees to review and reconcile grievances that remain unresolved through the process, as well as to assure the complaint and grievance response system is timely.
• Serve as a project manager leading special projects related to identifying opportunities to provide world class patient/guest experiences.
• Provide a 4-tier Workplace Violence Prevention Training program to promote safety and minimize Type II workplace violence throughout the organization.
• Conduct regular service rounds throughout hospital and clinics to proactively manage patient and guest satisfaction. Interact with patients and family members, provide emotional support, and facilitate their access to hospital resources and provide service recovery as needed.
• Implement, evaluate, and revise policies and procedures for patient rights and problem resolution in compliance with hospital policies, as well as local, state, and federal mandates and accrediting agencies.
• Track, trend, and analyze patient/guest complaints and grievances and other performance analytics. Regularly provides leadership with appropriate data; identify opportunities for improvement and develop and implement action plans to address performance gaps.
• Develop and chair a robust Patient & Family Advisory Council (PFAC) and Grievance Committee. Collaborate with the Chief Experience Officer and PX Directors for data input and action plan development.
• Interpret and analyze performance indicator information to track and monitor performance trends, identify opportunities for improvement, and develop, prioritize, and implement action plans.
• Report service outcomes and result of performance goals to the leadership team.
• Plan assign and review work of staff to ensure productivity and that group objectives are met. Hire, train, develop and manage staff to ensure that qualified staff exists to meet group objectives.
• Perform other related duties and participate in projects as assigned.