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Patient Relations Manager Resume Example

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PATIENT RELATIONS MANAGER
Professional Summary
Part-time innovative patient/customer centered leader who has always sought ways to improve the patient/customer experience while utilizing and developing the skills communicating, organizing and solving problems.
Skills
  • Promotes positive behavior
  • Strong presentation skills
  • Excellent verbal and written communication skills
  • Superior conflict resolution communication skills

Meticulous Attention To Detail

Volunteer Development Training

Natural ability to take an idea to reality  

Genuinely kind, considerate, positive and ethical.
Additional Information
  • PROFESSIONAL ACCOMPLISHMENTS *St Joseph Health - Sonoma County: *Recipient Values in Action Annual Award for Dignity for all of St. Joseph Health Sonoma County *Multiple Annual Values in Action nominations for Dignity, Service, Excellence and Justice *Mission and Mentoring Participant - developing leaders to preserve the mission of the Sisters of St. Joseph *Awardee - Cultural Champion of Communication *Petaluma Valley Hospital Friend of Nursing Awardee *Santa Rosa Junior College Disability Resource Award
Work History
Patient Relations Manager, 01/1999 to Current
Petaluma Valley Hospital – Petaluma, CA
  • Developed and facilitate hospital Grievance Committee.
  • Developed and lead the planning and achievement of patient grievances/complaints objectives consistent with our hospital policy and mission. 
  • Routinely collaborated with department managers to correct problems which improve services.
  • Sacred Encounter (Spotlighting) Facilitator for St Joseph Health - Sonoma County.
  • Developed, organize and lead new physician orientation program for the hospital.
  • Translated Patient Experience data into presentations for hospital leadership, physicians and staff.
  • Continually maintained and improved the company's reputation and positive image in the markets served.
  • Reviewed customer survey information to prioritize areas of improvement.
  • Assisted in resolving and satisfying patient requests.
  • Investigated and reported issues relating to patient care or conditions that might hinder patient well-being.
  • Maintained good communication between hospital leadership, medical staff and governing boards by attending board meetings and synchronizing interdepartmental functions.
Volunteer Services Manager, 01/1999 to Current
St Joseph Health - Petaluma Valley Hospital – Petaluma, CA
  • Recruited, developed, trained and mentored over 1000 new hospital volunteers in the last 5 years ages 14 to 90.
  • Created and ensured continued growth of a well-respected Pre-Nursing and Pre-Med Volunteer Program.
  • Developed and maintained all volunteer policies and procedures, and facilitated orientation for all hospital volunteers.  Identified process improvements in the day-to-day functioning of the department.
  • Used volunteers to continually maintained and improved the company's reputation and positive image in the markets we serve 
  • Achieved high volunteer morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitating a proactive volunteer environment.
  • Identified process improvements in the day-to-day functioning of the department.
Patient Relations Coordinator, 02/2013 to 02/2014
Santa Rosa Memorial Hospital – Santa Rosa, CA
  • Performed patient relations functions during recruitment of permanent coordinator while maintaining present position at Petaluma Valley Hospital.
  • Co-created Grievance Committee to assist with regulatory compliance and appropriate patient/family follow-up.
Communications Coordinator, 06/1998 to 12/1998
Santa Rosa Memorial Hospital – Santa Rosa, CA
  • Assisted in the development of St Joseph Health - Sonoma County employee communication projects.
Administrative Coordinator, 01/1992 to 01/1998
Capital Campaign - Hospital of Petaluma – Petaluma, CA
  • Coordinated efforts to raise $900,000 to build Hospice of Petaluma Hospice House.
  • Developed and trained necessary Capital Campaign volunteers and Boards.
  • Developed marketing materials, tracking and acknowledgement of gifts/donations related to Capital Campaign for Hospice House.
  • As Project Coordinator, negotiated directly with manufacturers to achieve best pricing of building materials for Hospice House.
Education
Bachelor of Arts: English Literature , Dominican College/University - San Rafael, CA
  • Graduated Magna Cum Laude
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Resume Overview

Companies Worked For:

  • Petaluma Valley Hospital
  • St Joseph Health - Petaluma Valley Hospital
  • Santa Rosa Memorial Hospital
  • Capital Campaign - Hospital of Petaluma

School Attended

  • Dominican College/University

Job Titles Held:

  • Patient Relations Manager
  • Volunteer Services Manager
  • Patient Relations Coordinator
  • Communications Coordinator
  • Administrative Coordinator

Degrees

  • Bachelor of Arts : English Literature ,

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