PeaceHealth
Description
JOIN PeaceHealth - Lead with Excellence in Risk Management
At PeaceHealth, our commitment to safety and compassionate care is at the heart of everything we do. We are reimagining our approach to Risk Management and are looking for compassionate leaders and caregivers who want to make a lasting impact on our communities.
Why PeaceHealth?
1.Integrated Clinical Excellence-
We combine a proactive risk management with strong clinical foundation to ensure the highest quality of care.
2.Leadership Commitment to Safety-
Our leadership team is deeply committed to building and sustaining a culture of safety - aligned with our safety vision that every person shall receive safe, compassionate care; every time, every touch.
3.Your Growth, our Investment -
·Access to professional development opportunities with Seminars and national Conferences
·Internally hosted training with a focus on CE eligibility
·Connections to top professional affiliations
·Access to resource libraries, webinars and experts.
Be Part of Something Great - Join a team that prioritizes Growth, an Integrated approach, and safety.
Job Summary
Responsible for leading the patient relations team and overseeing the organization's complaint and grievance process. This role ensures that patient concerns are addressed with empathy, professionalism, and in compliance with regulatory standards. Monitors trends in patient feedback, supports service recovery efforts, and collaborates closely with the Quality Improvement and Clinical Risk Management departments on regulatory concerns, quality of care issues, and potentially compensable events (PCEs).
Essential Functions
Oversees the intake, investigation, and resolution of patient complaints, grievances, and service recovery efforts. Takes responsibility for overall effectiveness of the complaints and grievances program across the health system.
Serves as the escalation point for complex or sensitive patient concerns, ensuring timely and appropriate resolution.
Monitors and analyzes trends in patient feedback to identify systemic issues and recommend improvements. Prepares and presents regulator reports to leadership on patient feedback metrics and service recovery outcomes.
Ensures compliance with regulatory requirements related to patient rights, grievances, and documentation. Ensures timely and accurate documentation of all patient concerns in the grievance tracking system.
Develops and maintains policies and procedures for patient advocacy.
Supervises team members, provides coaching, performance evaluations, and professional development opportunities
Responsible for the implementation and oversight of patient complaint and grievance committees as appropriate.
Presents and facilitates educational offerings for clinical staff and works with others to design education opportunities to mitigate risks and promote effective service recovery
Performs other duties as assigned.
Qualifications
Education
Bachelor's Degree Required: in healthcare administration, social work, nursing or a related field or equivalent knowledge obtained through a combination of education, training and experience in healthcare administration, social work, customer service, nursing, or a related field
Master's Degree Preferred:
Experience
Minimum of 5 years Required: experience in patient advocacy, patient relations, or healthcare customer service and
Minimum of 2 years Preferred: leadership experience
Credentials
Skills
Strong leadership, conflict resolution, and interpersonal communication skills. (Required)
Deep understanding of healthcare systems, patient rights, and regulatory standards (e.g., CMS, DNV). (Required)
Proficiency in data analysis and reporting tools (e.g., Excel, CRM systems, patient satisfaction platforms). (Required)
Expertise in MS Office applications. (Required)
Demonstrated ability to work independently under deadlines and be flexible in work assignments, multi-task and to prioritize workload, (Required)
Ability to manage conflict and navigate sensitive situations with discretion. (Required)
The salary range for this job opening at PeaceHealth is $35.56 - $53.34. The hiring rate is dependent upon several factors, including but not limited to education, training, work experience, terms of any applicable collective bargaining agreement, seniority, etc.
See how PeaceHealth is committed toInclusivity, Respect for Diversity and Cultural Humility (https://www.thecaregiver.org/wp-content/uploads/2017/05/PeaceHealth-Statement-of-Commitment-to-Diversity-and-Inclusion-vFINAL.pdf) .
For full consideration of your skills and abilities, please attach a current resume with your application. EEO Affirmative Action Employer/Vets/Disabled in accordance with applicable local, state or federal laws.
REQNUMBER: 118724
JOIN PeaceHealth - Lead with Excellence in Risk Management
At PeaceHealth, our commitment to safety and compassionate care is at the heart of everything we do. We are reimagining our approach to Risk Management and are looking for compassionate leaders and caregivers who want to make a lasting impact on our communities.
Why PeaceHealth?
1.Integrated Clinical Excellence-
We combine a proactive risk management with strong clinical foundation to ensure the highest quality of care.
2.Leadership Commitment to Safety-
Our leadership team is deeply committed to building and sustaining a culture of safety - aligned with our safety vision that every person shall receive safe, compassionate care; every time, every touch.
3.Your Growth, our Investment -
·Access to professional development opportunities with Seminars and national Conferences
·Internally hosted training with a focus on CE eligibility
·Connections to top professional affiliations
·Access to resource libraries, webinars and experts.
Be Part of Something Great - Join a team that prioritizes Growth, an Integrated approach, and safety.
Job Summary
Responsible for leading the patient relations team and overseeing the organization's complaint and grievance process. This role ensures that patient concerns are addressed with empathy, professionalism, and in compliance with regulatory standards. Monitors trends in patient feedback, supports service recovery efforts, and collaborates closely with the Quality Improvement and Clinical Risk Management departments on regulatory concerns, quality of care issues, and potentially compensable events (PCEs).
Essential Functions
Oversees the intake, investigation, and resolution of patient complaints, grievances, and service recovery efforts. Takes responsibility for overall effectiveness of the complaints and grievances program across the health system.
Serves as the escalation point for complex or sensitive patient concerns, ensuring timely and appropriate resolution.
Monitors and analyzes trends in patient feedback to identify systemic issues and recommend improvements. Prepares and presents regulator reports to leadership on patient feedback metrics and service recovery outcomes.
Ensures compliance with regulatory requirements related to patient rights, grievances, and documentation. Ensures timely and accurate documentation of all patient concerns in the grievance tracking system.
Develops and maintains policies and procedures for patient advocacy.
Supervises team members, provides coaching, performance evaluations, and professional development opportunities
Responsible for the implementation and oversight of patient complaint and grievance committees as appropriate.
Presents and facilitates educational offerings for clinical staff and works with others to design education opportunities to mitigate risks and promote effective service recovery
Performs other duties as assigned.
Qualifications
Education
Bachelor's Degree Required: in healthcare administration, social work, nursing or a related field or equivalent knowledge obtained through a combination of education, training and experience in healthcare administration, social work, customer service, nursing, or a related field
Master's Degree Preferred:
Experience
Minimum of 5 years Required: experience in patient advocacy, patient relations, or healthcare customer service and
Minimum of 2 years Preferred: leadership experience
Credentials
Skills
Strong leadership, conflict resolution, and interpersonal communication skills. (Required)
Deep understanding of healthcare systems, patient rights, and regulatory standards (e.g., CMS, DNV). (Required)
Proficiency in data analysis and reporting tools (e.g., Excel, CRM systems, patient satisfaction platforms). (Required)
Expertise in MS Office applications. (Required)
Demonstrated ability to work independently under deadlines and be flexible in work assignments, multi-task and to prioritize workload, (Required)
Ability to manage conflict and navigate sensitive situations with discretion. (Required)
The salary range for this job opening at PeaceHealth is $35.56 - $53.34. The hiring rate is dependent upon several factors, including but not limited to education, training, work experience, terms of any applicable collective bargaining agreement, seniority, etc.
See how PeaceHealth is committed toInclusivity, Respect for Diversity and Cultural Humility (https://www.thecaregiver.org/wp-content/uploads/2017/05/PeaceHealth-Statement-of-Commitment-to-Diversity-and-Inclusion-vFINAL.pdf) .
For full consideration of your skills and abilities, please attach a current resume with your application. EEO Affirmative Action Employer/Vets/Disabled in accordance with applicable local, state or federal laws.
REQNUMBER: 118724