Manager of Guest Services - Methodist Health System : Job Details

The primary purpose of the Guest Services Manager is to act as a resource for patients, visitors, employees and medical staff while promoting high quality patient care and service excellence.

Work collaboratively with Risk Management and Quality Department to assist in identifying, investigating, evaluating and minimizing possible risk exposures to the organization.

Supports the mission, vision, values and strategic goals of Methodist Health System.

Education:

• Bachelor's Degree in Social Work, Nursing or other healthcare professions
• Master's Degree preferred

Licenses and/or Certifications:

• Licensure in respective discipline if applicable
• Patient Advocacy or other service oriented certification preferred
• Bilingual preferred

Work Experience:

• Minimum 3 years experience in healthcare; patient relations, patient advocate, customer service or complaint management

Related Work Experience and Other Skills:

• Ability to prioritize multiple job tasks in a fastpaced environment.
• Intermediate to Expert skills in using Microsoft office products
• Excellent communication skills (written and verbal)
• Experience with external survey processes
• Ability to handle sensitive information confidentially

Job Roles:

• Promotes positive patient relations
• Collaborates with Quality and Risk to provide for patient relations to receive, investigate, and coordinate patient and/or family complaints and grievances for the hospital and clinics.
• Participates in external surveys or visits related as needed for complaint investigation
• Performs and coordinates timely response and follow-up to patient and visitor complaints and grievances.
• Responsible for managing and insuring the CMS, TxDSHS regulations and other external regulation guidelines for verbal or written follow-up
• Explains, interprets and insures policies, procedures and services are followed for patient/families
• Manages the day-to-day operations of Guest Services and the interpreters
• Develops standard operating procedures to ensure referral to quality and risk team members for quality of care concerns is timely and incorporated into patient feedback.
• Develops and Manages internal processes to ensuring timely review, follow-up and completion of open cases. Includes coordinating and follow-up with quality or risk staff reviews to support investigation and feedback
• Coordinates with Legal, Billing and other internal departments or sources for cases that have potential liability, or charges that may need adjustment, including processing for reimbursement when indicated. Follows hospital and department processes for release of liability and payments as indicated.
• Participates in regular meetings of the MHS System with Risk and Patient Relations teams to maintain standardization in reporting, processes and operating guidelines.
• Participates on a monthly basis for case review, status and disposition updates. Attends the Legal Services regular scheduled meetings.
• Builds relationship to promote a collaborative environment

Other duties as assigned.

Age Specific Care Considerations:

• Adults: 18+ years 35 years
• Adults: 35+ years 65 years
• Adults: 65+ years
• Children D: 12+ years 18 years
• Infants: 0 18 months
• Not applicable (category A employee)

Methodist Dallas Medical Center is one of North Texas' best places to work. And it keeps getting better. The flagship hospital of Methodist Health System, Methodist Dallas is a 595-bed acute care teaching and referral hospital. It is home to the only adult Level I Trauma Center in southern Dallas, the first and only Certified Comprehensive Stroke Center in southern Dallas, and the newly renovated Linda and Mitch Hart Breast Center. Celebrating more than 90 years of service, we strive to have a diverse workforce that reflects the communities we serve and welcomes the skills and talents of all groups. Our reputation as an award-winning employer shows in the distinctions we've earned:

• Magnet-designated hospital
• 150 Top Places to Work in Healthcare by Becker's Hospital Review, 2023
• Top 10 Military Friendly Employer, Gold Designation, 2023
• Top 10 Military Spouse Friendly Employer, 2023
• Level III Neonatal Intensive Care Unit
• Liver, kidney, and pancreas transplantation programs