Manager of Patient Relations and Interpretation Services

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?

Position Summary:

The Manager Patient Representatives and Interpretation Services 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.

Serves as a key hospital advocate for a consistently high level of patient focus through NMH. The Manager brings the voice of the patient - and family, visitor, etc. - to all elements of hospital operations. Manages processes related to addressing patient concerns and feedback, manages and improves the daily operations of the Patient Representatives department, and plays a major role in institution-wide initiatives to focus the hospitals attention on service and responsiveness to patients. Ensures compliance with regulatory requirements related to Patient’s Rights, interpretation/translation services, and patient grievance policies. 

Responsibilities:

• Plans, directs, and manages the overall operation of the Patient Representative Department. 
• Directs the investigation and resolution of patient and family concerns, questions, complaints, and comments. 
• Investigates, tracks, analyzes, and reports patient feedback data and trends. Identifies opportunities for improvement based on these trends. 
• Manages interpretation and translation services for NMH. 
• Under the direction of the Director, Patient Experience designs, plans and implements evolving programs aimed at increasing sensitivity and responsiveness to patients.
• Designs and implements broad-based programs and methods to bring patient concerns, ideas, and opportunities to all parts of the NMH organization and affiliates. 
• Leads assessment of unmet special service needs and champions the interests of patients and families. 
• Directs the development, revision and implementation of policies, guidelines and standards related to patient rights. 
• Ensures compliance with regulatory and accreditation requirements related to patient grievance/complaint practices, grievance resolution times, interpretation/translation services, and patient’s rights. 

Required

• Bachelor's Degree. 
• Minimum of seven years of relevant experience; could include hospital operations and administration, quality improvement, and/or customer service in health care or another relevant field. 

Preferred

• MBA/MHA/MSN or equivalent. 
• Clinical experience.
• Leadership experience at Academic Medical Center

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.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.