To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values—integrity, patient-centered, respect, accountability, and compassion—must guide what we do, as individuals and professionals, every day.
The Director of Patient Relations is responsible for system oversight and developing visionary strategies for the Department of Patient Relations for Yale New Haven Health System and Yale Medicine. The Director serves as a role model and coach for staff and a liaison between patients, patient families, visitors, hospital staff and medical staff across all delivery networks. This position oversees the grievance and compliment/complaint management processes and partners with key business unit, service line, clinical, and other system leaders to acknowledge, respond to, and resolve complaints and grievances from patients and external customers. Maintaining integrity of patient rights, regulatory requirements, and standardized processes are critical to this role. Is responsible for ensuring YNHHS compliance with CMS condition of participation for patient grievance management and JCAHO regulations related policies that are relative to patient rights, including animal visitations, DHOH, discrimination, LEP patients, etc. This position oversees the function of being continuously ready to uphold the care and service of YNHHS to the Patient Rights and Responsibilities standards in addition to the YNHHS Mission, Vision, and Core Values.
Master's degree required in Human Services, Human Resources or related field.
5-7 years in healthcare administration/leadership, including the management of staff in supervisory/manager positions. Extensive exposure to patient and family issues and concerns. Patient and family centered services or experience with volunteers or volunteer organization required.
Experience with Social Work, Advocacy, or Healthcare Law and Regulatory Requirements. Knowledge of regulatory requirements related to Patient Rights and Responsibilities. High level demonstrated leadership experience in a healthcare setting. This includes exceptional communication skills; verbal, spoken and written. Demonstrated public speaking skills. History of proven exemplary customer service skills. Experience in coaching and mentoring, diffusing difficult and delicate situations and the ability to comfortably have critical conversations. Must have experience in working in a highly diverse environment with a very diverse population.
Flexibility in coping with shifting demands on time and energy. Must be able to travel to all delivery care networks.