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Client Relations Manager
2 months ago
We are seeking a highly skilled and experienced Client Relations Manager to join our Quality, Risk Management and Accreditation Department at NL Health Services. As a key member of our team, you will play a vital role in shaping the future of healthcare in our province.
Key Responsibilities- Manage client relations and ensure that our services meet the highest standards of quality and safety.
- Investigate concerns that have organizational-wide implications or require complex resolutions.
- Work with key stakeholders, internal and external, to facilitate communication, resolutions to client/family concerns and minimize recurrence.
- Provide follow-up on significant incidents and report to stakeholders.
- Ensure that avenues for client feedback are accessible, that concerns are addressed in a timely, appropriate and respectful manner.
- Ensure a systematic process for effective client communication, including monitoring and trending of client feedback.
- Maintain a database of compliments, concerns, outcomes and client satisfaction data.
- Determine trends and analyze concerns, compliments, and outcomes as a means of informing Quality Improvement initiatives with the appropriate programs and services.
- Facilitate the processing and communication of compliments received as an integral means of acknowledging service excellence within NL Health Services.
- Develop, coordinate and deliver educational programs and presentations as required.
- Work closely with the client navigators, risk managers, admin support, intake clerks and the data analysts.
- Develop briefing notes as requested.
- Bachelor degree in a health-related field.
- A minimum of five (5) years' clinical experience.
- Ability to work with inter-disciplinary groups across program/service areas and have knowledge of health care system issues and functions as well as a good understanding of patient safety issues and risk management.
- Demonstrated ability to manage, organize and prioritize a very diverse and demanding workload in a complex environment.
- Demonstrated strong facilitation, evaluation and leadership skills.
- High degree of tact and diplomacy to foster effective resolution to identified issues.
- Demonstrated critical thinking skills; strong assessment and investigative skills, problem solving skills, sound judgment, and conflict resolution skills.
- Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on client needs.
- Knowledge of clinical documentation systems for investigations of concerns.
- Consistent demonstration of NL Health Services' values: Innovation, Compassion, Accountability, Respect, and Excellence.
- A satisfactory record of work performance and attendance is required for this position.
- Knowledge and skills in client satisfaction monitoring methodologies.
NL Health Services values diversity and is an equal opportunity employer. We are committed to providing a work environment that is inclusive, respectful, and supportive of all employees. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.
