At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Patient Relations Manager reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

This position acts as a liaison between patients', patients' relatives, and the healthcare organization. Responsible for maintaining high standards of patient satisfaction through the multi-disciplinary system of the organization.

Responsibilities:

• Communicates patients' questions, complaints, problems, and concerns to appropriate staff members.
• Provides information, resolves patient problems, and communicates with other departments.
• Relays patient suggestions to department directors.
• Supports and manages patient satisfaction survey process and patient grievance plan.
• Serves as ombudsman for patient complaints not handled directly in the departments or involving multiple departments.
• Initiates timely follow up with patients regarding their experience at the hospital.
• Follows up with patients and physicians regarding suggestions or concerns that may arise.

Required:

• Bachelor's degree or equivalent.
• Must demonstrate broad and thorough knowledge of the theories, principles and practices in a professional discipline, specialized or occupational field.
• More than three up to five years of related work experience required, demonstrating a broad knowledge of the job responsibilities and methods.

Preferred:

• Extensive clinical background

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.