Patient Relations

SC-Service Excellance

New Bedford , MA

Managerial / Prof

Pay Grade : SC020

Full-time , Day shift , 8 am- 4 : 30 pm

Req # 79024

Work for One of the World's Best Hospitals!

For Five Consecutive Years, Newsweek named Southcoast Health among the World's Best Hospitals (Charlton Memorial, St. Luke's, and Tobey).

In addition, since 2018, Southcoast Health has been voted by readers as South Coast Media Group's Best Place to Work . Why?

Because we have some of the most talented people in the world!

We are searching for a Patient Relations to work both independently and collaboratively to perform a variety of duties including but not limited to complaint / grievance management and resolution for the System, which requires superior communication skills along with ability to manage sensitive patient topics.

Lead resolution of complaints and grievances of patients, family members and visitors within regulatory requirements. Review patient survey results, manage publishing process and provide analysis of customer service outcomes to identify strategies and plans for service excellence and patient experience improvement.

Prepare and provide monthly accountability reports. Develop, implement, lead and / or participate in customer service and patient relations initiatives for Patient Care Services across Southcoast.

Manage and support critical service excellence and patient experience vendor relationships. Occasional nights and weekends may be required to support.

Provide functional or technical supervision of assigned personnel within areas of own position responsibilities where scope of supervisory responsibility is limited to direction, guidance, explanation, etc.

• Hours : 40hrs
• Shift : Day shift; 8 : 00am- 4 : 30pm
• Location : St. Luke's Hospital - New Bedford, MA

Education and / or Experience Requirements :

• B achelo r s Degree in Healthcare Administration, Behavioral Science, Management, Marketing, Communications, Hospitality or comparable experience is required.
• Master s Degree in a related field preferred. Excellent interpersonal, customer service, organizational and team building skills required.
• Excellent facilitation, consultative, presentation skills required for educating and training.
• A minimum of three years of relevant experience in customer service, health care, hospitality, retail, or patient advocacy environment required.
• Experience in benchmarking, data interpretation and analysis related to market trends also required. Knowledge of healthcare environment and regulatory requirements regarding patient rights preferred.
• In accepting employment with Southcoast, you understand that you are required to be fully vaccinated against seasonal Influenza and the COVID 19 virus or to be exempt from the requirement for medical or personal reasons by signing a statement certifying you are choosing to be exempt from vaccination once hired.

Southcoast Health is a community healthcare system with multiple access points, offering an integrated continuum of health services throughout Southeastern Massachusetts and Rhode Island.

By uniting a single purpose and building an integrated system of services and resources, we have become one of the largest and fastest-growing health systems in Massachusetts.

Together We Are More.

• With more than 7,500 employees, Southcoast Health is the largest employer in Southeastern Mass., and the 18th largest employer in the Commonwealth, according to the Boston Business Journal.
• We strive for a culture of health and well-being that recognizes, respects, and celebrates the rich diversity of one another and the communities we serve.

We are committed to providing our employees in Massachusetts and Rhode Island with optimal benefits that promote a healthy work / life balance and add value to our employees' lives.

• Generous Earned Time Off Package
• Health, Dental and Vision Insurance*
• Tuition Assistance
• Short Term and Long-Term Disability Insurance*
• Life & AD&D insurance*
• Flexible Spending Accounts*
• 403B Retirement Plan with match
• HealthQuest Wellness Program
• Employee Assistance Program
• Employee Discount Program
• Career Development Opportunities
• Diversity, Equity and Inclusion Council
• Available to regular status employees who are scheduled to work a minimum of 24 hours.

Available to regular status employees who are scheduled to work a minimum of 20 hours.

Are you ready to make a difference in your community? Join us to be More than Medicine!

Southcoast Health is an Equal Opportunity Employer