**Hours of Work :** 8-5 **Days Of Week :** M-F **Work Shift :** **Job Description :** **Job Purpose** + 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. **Job Requirements:** **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 Methodist Health System is a faith-based organization with a mission to improve and save lives through compassionate, quality healthcare. For nearly a century, Dallas-based Methodist Health System has been a trusted choice for health and wellness. Named one of the fastest-growing health systems in America by _Modern Healthcare_ , Methodist has a network of 12 hospitals (through ownership and affiliation) with nationally recognized medical services, such as a Level I Trauma Center, multi-organ transplantation, Level III Neonatal Intensive Care, neurosurgery, robotic surgical programs, oncology, gastroenterology, and orthopedics, among others. Methodist has more than two dozen clinics located throughout the region, renowned teaching programs, innovative research, and a strong commitment to the community. Our reputation as an award-winning employer shows in the distinctions we’ve earned: + Magnet® designations for Methodist Dallas, Methodist Charlton, Methodist Mansfield, and Methodist Richardson Medical Centers + 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 Equal Opportunity Employer It is the policy of Methodist Health System (MHS) to select, develop, and promote employees based on individual ability and job performance. It has been, and will continue to be, the policy of MHS to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, religion, national origin, age, sex, sexual orientation, gender expression, disability, marital status, genetic information or ancestry. This policy affects decisions including, but not limited to, an employee’s compensation, benefits, terms and conditions of employment, opportunities for promotion, training, development, transfer all other privileges of employment. MHS is committed to maintain a working environment free of intimidation, workplace discrimination and harassment. Retaliation or attempted retaliatory behavior that occurs as a result of an employee’s exercise of their rights under this policy or any other statutorily protected right is strictly prohibited and will be grounds for disciplinary action.