Supervisor Patient Relations

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.

• We never settle by constantly striving for better.

• We are in it together by supporting one another and those we serve.

• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits

• 401(k) savings plan with dollar-for-dollar match up to 5%

• Tuition Reimbursement

• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Job Summary

The Supervisor Patient Relations provides daily operational oversight, management & leadership for the Patient Relations staff. Oversees the patient concern and complaint management process in accordance with regulatory requirements. Position requires supervisory oversight, manages escalations, presentations, collaboration with staff, physicians and senior leadership in all disciplines.

ESSENTIAL FUNCTIONS OF THE ROLE

Provides direct line supervision for Patient Relations staff. Directs Patient Relations team in developing a consultant relationship with assigned areas to build and sustain a patient/customer-focused culture. Works with staff in a collaborative and supportive manner to troubleshoot and resolve issues.

Demonstrates to Patient Relations staff methods and approaches in serving as a liaison between the patients, their families, and the organizations departments, leadership and physicians for thorough and timely resolution of issues, concerns, and complaints. Serves as a role model to change while supporting staff through the complaint process.

Teaches, mentors and develops staff on proper documentation, patient and visitor assistance, handling of concerns and complaints, timely follow-up and communication that includes but not limited to: patient demographic data, synopsis of concern, actions taken to resolve, and outcome along with input into database.

Monitors staff compliance with regulatory guidelines and requirements regarding patient complaints. Improves quality results by evaluating processes and recommending changes. Coordinates and enforces system policies, procedures and productivity standards.

Motivates and mentors team members to maintain a positive and productive work environment, and creates and implements goals, action plans, and incentives to drive desired production results. Performs call monitoring, patient/family encounters, coaching, training, and feedback and discipline.

Acts as information source to ensure resolution of inquiries and complaints. Handles escalations on an as needed basis.

In coordination with the System Manager, participates in the hiring process, and administers performance management, recognition and disciplinary actions. Frequently meets with each team member to review overall performance. Coaches, counsels and motivates employees.

KEY SUCCESS FACTORS

Ability to work within guidelines established to make decisions.

Ability to work in a fast paced, high volume environment.

Strong written and verbal communications ability. Strong attention to detail, with time management skills.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

• EXPERIENCE - 2 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.