Supervisor, Patient Relations

Job Description

Supervisor, Shift Varies, Patient Relations

UC Health is hiring a full-time Supervisor for Patient Relations at University of Cincinnati Medical Center.

The Patient Relations Supervisor will support the Medical Centers and deliver high-quality care to patients based on assessed needs, established standards of care and according to policy and procedures.

About University of Cincinnati Medical Center

As part of the Clifton Campus of UC Health, Greater Cincinnati's academic health system, University of Cincinnati Medical Center has served Greater Cincinnati and Northern Kentucky for nearly 200 years. Each year, hundreds of thousands of patients receive care from our world-renowned clinicians and care team. Our experts utilize the most advanced medical knowledge and technology available, providing a level of specialty and subspecialty medical care that is not available anywhere else in Greater Cincinnati.

UC Medical Center is also home to medical breakthroughs- our physician experts conduct basic, translational and clinical research, leading to new therapies and care protocols, and connecting patients to the latest and most advanced treatments. UC Medical Center houses Greater Cincinnati's only Level I adult trauma center, which includes the right mix of specialist and medical resources available at a moment's notice for a wide variety of the most complex medical conditions and injuries.

Responsibilities

Job Responsibilities

Under the guidance of the UC Health (UCH) Leadership as designated in the organizational structure the supervisor is responsible for the day-to-day supervision and operation of the UC Medical Center Patient Relations department with regards to scheduling, PTO requests, corrective action, facilitating competency assessment through appropriate evaluation tools, interviewing potential candidates, yearly performance reviews, coaching of front-line staff. Patient Relations supervisor serves as the primary trainer for department practices, standard operating procedures, and documentation requirements to support personnel and external customers.
  • Provides direct supervision of Patient Relations department day to day support of represented and non-represented staff. Handles issues that escalate, including staffing vacancies due to call offs or medical leaves, patient, and family meetings, rounding in family lounges and desk locations for staff oversight purposes. Provides coaching and counseling to direct report and provides prompt corrective action when appropriate with proper and accurate documentation. Includes oversight of Main Lobby Patient Information Desk team, Visitor Services Assistant teams. Provides oversight of Customer Service Consultants in the absence of, or when delegated by the Patient Relations manager.
  • Ensures staff know performance expectations and are held accountable for professional behaviors and practice.
  • Provides coaching with front line staff as appropriate for growth opportunities.
  • Ensures cross training competency between various areas and facilitate collaboration between units.
  • Develops department schedules and shift assignments of UC Health associates in areas of assigned responsibility to assure efficient, fair and adequate coverage of patient and family support needs. Oversees PTO requests, time/attendance records reporting and corrective action.
  • Distributes workload in a fair and equitable manner within budgeted guidelines.
  • Ensures proper communication of Patient Relations department issues and escalations in appropriate UC Health forums, supports open lines of communication between management, front line staff and interdepartmental communication. Actively participates in planning and facilitating staff department meetings, including daily huddles and one on one meetings when possible.
  • Assists Director/Manager with Performance Improvement activities. Consults with both internal and external customers to ensure patient needs are met.
  • Recommends and implements changes to work processes in coordination with administration, including but not limited to, Patient Relations team functions and processes, policy/procedure review and compliance, adherence to employee safety regulations and employee file maintenance.
  • Prepare reports as requested by manager.
  • Participates in interviews and provides recommendations of hiring of associates. Conducts on-going assessment of performance utilizing proper assessment tools. Prepares annual performance evaluations and reviews with leadership. Assists/conducts on-going assessments, annual performance evaluations and corrective action as indicated.
  • Serves as a trainer for department related to standard operating procedures, documentation requirements and patient interaction protocols at UC Health, including environment of care, infection prevention and patient relations support and expectations.
  • Other duties as assigned.


Qualifications

Education and Experience Requirements:
  • Associates Degree required; Bachelors Degree preferred.
  • Notary Public- State of Ohio if living in Ohio preferred.
  • 2 years equivalent experience required.
  • Excellent written and verbal communication skills.
  • Proven experience as a trainer demonstrating coaching and mentoring leadership.
  • Ability to learn and utilize multiple Information Systems and technological platforms (Oracle/OneTouch/Midas/ Epic).
  • Problem Solving, Critical Thinking, Time management and organizational skills are essential in this fast-paced environment.


At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable, and diverse place of employment.

Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!

About UC Health

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching-a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, Daniel Drake Center for Post-Acute Care, Bridgeway Pointe Assisted Living, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.