Current Employees:

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Primary Work Location

Monument Health Rapid City Hospital

Department

Patient Relations and Belonging

Scheduled Weekly Hours

40

Job Summary

The Director of Patient Relations is responsible for leading and implementing strategies to enhance the quality of care and overall experience for Monument Health patients and their loved ones. The Director of Patient Relations plays a vital role in cultivating a culture of exceptional service across our health system and instilling a sense of warmth and compassion throughout the organization. Demonstrates ongoing growth and development of self through active self-reflection, personal competency development strategies, and role modeling the “Grow myself, grow my team, and grow Monument Health (G3) Leadership Competencies” to promote our Monument Health vision and mission.

Monument Health offers competitive wages and benefits on qualifying positions. Some of those benefits can include:

*Supportive work culture

*Medical, Vision and Dental Coverage

*Retirement Plans, Health Savings Account, and Flexible Spending Account

*Instant pay is available for qualifying positions

*Paid Time Off Accrual Bank

*Opportunities for growth and advancement

*Tuition assistance/reimbursement

*Excellent pay differentials on qualifying positions (extra pay for working evening, nights or weekends)

*Flexible scheduling

Job Description

Essential Functions:

• Implements the system strategy and direction to drive the culture, tactics, processes and feedback for customer service.
• Collaborates with organization administration and clinical and support teams to create a seamless and patient-centered journey.
• Reviews complaints and grievance data and feedback to facilitate understanding of patient experience and implements strategies to better serve the population.
• Oversees training and development programs for staff to ensure a consistent, compassionate, and culturally appropriate approach to serving the community.
• Establishes standardized best practices and engagement through coaching, advisement, building accountability tools, and conducting audits.
• Fosters a culture of empathy, understanding and inclusivity among all staff, empowering them to go above and beyond to meet patient needs.
• Rounds on and engages patients and families directly to improve experience and respond to service failures.
• Directs, supports and participates in Patient and Family Advisory Council meetings, grievance and other action committees.
• Stays updated on regulatory requirements industry best practices, emerging trends, and technological advancements to continuously improve customer service.
• Oversees and partners with patient advocates and engages with patients and their families to gather feedback and assess their needs.
• All other duties as assigned.

Additional Requirements

Required:

Education - Master’s degree in relevant field.

Experience - Minimum of 4 years of experience (preferably in teaching and/or health administration management)

Physical Requirements:
Sedentary work - Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Job Category

Nursing

Job Family

Nursing Education

Shift

Employee Type

Regular

15 Corporate Services Division

Make a difference.  Every day.

Monument Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.