St. Joseph’s Healthcare System is recognized for the expertise and compassion of its highly skilled and responsive staff. The combined efforts of the organization’s outstanding physicians, superb nurses, and dedicated clinical and professional staff have made us one of the most highly respected healthcare organizations in the state, the largest employer in Passaic County, and one of the nation’s “100 Best Places to Work in Health Care”.

Job Overview:

The Patient Relations Manager is responsible for managing the Patient Relations team and ensures efficient operations of the walk-in office, ensuring efficient operations and excellent customer service. Serves as a key subject matter expert and resource on complaint and grievance management; responsibility in managing the Patient Relations team as they handle complaints and grievances, ensuring appropriate escalation, investigation and resolution; ensuring all written correspondence to grievances are in alignment with regulatory requirements, while maintaining a patient-centered approach. The Patient Relations Manager identifies opportunity for improving the patient experience and collaborates with the Patient Experience Manager, Volunteer Manager and Department Director.

Bachelor’s degree required, Master’s preferred, with an emphasis in Patient Relations or a related field.
Three to five years of related experience.
Excellent verbal and written communication skills; strong customer service, interpersonal, conflict resolution, and problem-solving skills required.
Ability to manage front office operations effectively.
Ability to work effectively with all levels of the organization, patients, and visitors.
Ability to work independently on assigned projects.
Ability to analyze and interpret data and integrate raw data into actionable process improvements required.
Work requires analytic ability to collect information from diverse sources and apply professional principles in performing various analysis and summarize the information and data in order to solve problems.
Strong orientation toward guiding impartial investigations and responses related to grievances and complaints.