How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interests in the position and outline skills and experience directly related to this position.

Job Summary

This position provides a level of management/supervision between Patient Relations Specialists and the Chief Risk Officer, Patient Relations & Clinical Risk to handle patient grievances/complaints. Coordinates operational objectives and assignments and delegates assignments to subordinates. Manager is guided primarily by established policies, precedents and professional knowledge and/or by projects/program objectives established by department/hospital management, CMS mandated Grievance Process, and other prioritized risk/patient safety concerns. Requires independent judgment to search out appropriate course of action within the context of policies and standards. Under FLSA, incumbents in this position meet the criteria for exempt status.

Responsible for all subordinate staff activities related to human resource management (hiring, firing, promotion, salary changes, performance coaching, disciplinary actions, training and development, ensuring consistent application of organizational policies, etc.). Requires independent judgment to search out appropriate course of action within the context of policies and procedures. Manager has measurable impact on operational effectiveness, attainment of department/unit objectives, service to customers. The primary duty of employees in this classification is the management of Patient Relations Specialists, including the supervision of four or more full-time equivalent employees every week. Management duties include interviewing, selecting and training of employees; setting and adjusting their rates of pay and hours of work; planning and directing their work; appraising their productivity and efficiency for the purpose of recommending promotions or other changes in their status; handling their complaints and grievances and disciplining them when necessary. Management responsibilities include the authority to hire, fire, or promote assigned employees or make recommendations that are given particular weight. Employees have impact on budgeting, controlling costs, planning, scheduling, and procedural change.

Measurable impact on operational effectiveness and attainment of department objectives through review and audits of grievance data related to patient complaints. Identify process improvements through PSRS data with clinics and other hospital departments, service recovery initiatives, and systems improvements.

Handle their own grievance case load.

Managers have impact on budgeting, controlling costs, planning, scheduling, and procedural change. 

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world's most distinguished academic health systems.  In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

• Excellent medical, dental and vision coverage effective on your very first day
• 2:1 Match on retirement savings

Responsibilities*

SCOPE OF DUTIES:

Collaborate with patients and families, Hospitals and Health Centers leadership, and clinical and hospital departments to investigate, document and resolve patient complaints/grievances concerning the quality of care and services.

Collect and analyze data relating to patient complaints:

• Listen compassionately but objectively to patients.
• Review letters addressed to hospital leadership, web-site comments, referrals from Administrator on Call and House Managers objectively to identify issues.
• Review comments from patient satisfaction surveys objectively for complaints that require follow-up.
• Document complaints in an objective manner in the PSRS that specifically identify the issues to be resolved.
• Analyze and track trends related to patient concerns to identify areas for improvement upon request by a department.

Identify appropriate follow-up and corrective action to independently resolve patient complaints:

• Solicit feedback and information from involved individuals regarding the patients complaints. 
• Investigate the facts regarding the complaints.
• Analyze the facts to determine appropriate follow up and corrective action as indicated.
• Maintain contact with the patients as appropriate.
• Document the follow up in an objective manner in the PSRS.
• Collaborate with Hospitals and Health Center Leadership across all departments to improve processes related to the complaint. 
• Establish rapport with staff and assist in the preparation of reports regarding any incidents that could result in legal action if not resolved.
• Refer patients and their family members to appropriate services and resources.
• Participate on institutional committees that are involved in the patient experience.
• Collaborate with departments, units, on-site and off-site clinics, to assist in the development, training, and education of improving processes and service recovery efforts at the point of care.
• Manage a case load of unique patient complaints in various stages of investigation, follow-up and resolution.
• Review staff correspondence including 7-day acknowledgement and closure letters.
• Handle and review complaints escalating to supervisory level.
• Facilitate and participate in process improvement/lean activities specific to the identified issues in collaboration with UMHHC departments to improve process/operations using PDCA model.

Required Qualifications*

• Bachelors degree in social science, health care administration, or related field is desired, or an equivalent combination of education and experience with some prior management, supervisory or team leader experience required. 
• Considerable knowledge and experience in customer service and complaint management. Experience resolving concerns in a clinical setting is preferred.
• Demonstrated ability to work independently, to meet deadlines efficiently, to perform multiple tasks simultaneously, and to be highly self-motivated. 
• Demonstrated ability to identify problem issues, document, and resolve concerns within established guidelines. 
• Excellent interpersonal skills with the ability to exercise discretion in matters of a confidential and sensitive nature. 
• Excellent problem-solving and conflict resolution skills, as demonstrated by the ability to work effectively with individuals/teams, and across disciplines. 
• Excellent written, oral and presentation skills are necessary. 
• Ability to analyze data for patient safety and malpractice trends and areas of potential improvement. 
• Ability to manage multiple competing priorities with on call duties and critical event support.
• Knowledge of University policies, rules and regulations. 

Desired Qualifications*

• Training in complaint management, mediation, conflict negotiation, data management, de-escalation training, interpersonal communication and crisis intervention is preferred.
• Demonstrated knowledge of process improvement and quality management is desired.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.