Manager - Patient Relations and Information DeskRequisition ID2024-47976CategoryAdministrative/ClericalOverviewCome join our team!This position is full-time, working dayshift (evening, weekends, & holidays as needed), exempt, and with full-time benefits eligibility.We're looking for candidates with these requirements;Bachelor's degree require from any program, Master's degree preferredAt least 5 years of healthcare experienceAt least 3 years of patient/customer relations experienceCertification of areas of service preferredIn this Manager role - Patient Relations & Information Desks plans, implements and supervises the daily operations of patient relations and information desk staff. Directs a team to ensure adherence to policies, procedures for patients and family members; ensures that patient rights are respected; functions as a resource and liaison for patients, staff and the community at large; provides a channel for problem resolution to promote the highest quality of care and service excellence.Why Nationwide Children's Hospital?The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children's Hospital, Where Passion Meets Purpose.Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission.We're 14,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we'll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere.Ask anyone with a Nationwide Children's badge what they do for a living. They'll tell you it's More Than a Job. It's a calling. It's a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere.Nationwide Children's Hospital. A Place to Be Proud.Responsibilities1. Manages day to day operations of the departments at various geographical locations near main campus. Ensures timely follow up and resolution of patient/family concerns received.2. Actively supports and educates hospital staff regarding Patient Rights and Responsibilities, patient satisfaction/customer service, and service recovery to ensure regulatory compliance and effective communication with the patient/family. Analyzes and triages complaints/grievances, coordinating comprehensive reviews following established complaint handling pathway at the department level, to ensure all concerns are given impartial consideration and appropriate response occurs in keeping with regulatory and hospital guidelines.3. Responsible for recruitment, orientation, training, management, evaluation and as necessary provides corrective action and/or terminates staff.4. Facilitates access to hospital and community resources for patients and families. Interprets information from patient/family and summarizes this in a concise written format for documentation in the complaint tracking system; regularly monitors and updates complaints and their resolutions in the database.5. Investigates patient/family complaints/grievances and provides appropriate/timely response; Maintains regular communication during the investigation and, based on i