Job Description

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Position responsible for managing the Patient Relations Department to ensure patient/family visitation, customer service resolution and satisfaction.

The Patient Relations Manager leads the day-to-day operations of the Patient Relations team, ensuring patient and family concerns, complaints, and grievances are addressed timely, effectively, and in accordance with regulatory requirements. This role manages and develops a team of Patient Relations professionals, serves as a key escalation point for complex concerns, and partners closely with hospital leaders and stakeholders to resolve issues and improve the overall patient experience. The ideal candidate thrives in a fast-paced environment, demonstrates strong de-escalation and relationship-building skills, and can effectively navigate sensitive situations from the patient and family perspective.

Job Description

Desired Skills

• Patient Relations & Grievance Management
• Leadership & Team Development
• Conflict Resolution & De-escalation
• Healthcare Regulatory Compliance
• Patient/Customer Experience
• Stakeholder Collaboration & Relationship Building
• Strong Communication & Interpersonal Skills
• Adaptability in a Fast-Paced Environment
• Problem-Solving & Sound Judgment
• Hospital/Healthcare Operations Experience

Minimum Qualifications

Education: Bachelor of Arts or Bachelor of Science in Psychology, Business, Sociology, Management or Marketing or equivalent experience on a year-for-year basis

Licenses/Certifications: (None)

Experience / Knowledge / Skills:

• A minimum of 3 years of progressive, relevant experience is required. Management experience is preferred

Principal Accountabilities

• Directs daily patient visitation, handling of patient special requests and patient/family grievances.
• Interviews, hires, trains and evaluates patient relation’s staff.
• Directs daily activity of the patient relation’s staff.
• Provides director, key managers and appropriate staff reports on trends in patient grievance and concerns.
• Participates in planning and monitoring of budget and monthly financials.
• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
• Other duties as assigned