Responsibilities & authorities:
• Serve as a primary point of contact for resolving patient and family concerns, complaints, and
feedback.
• Advocate for patients' rights and ensure their voices are integrated into hospital policies and processes.
• Collaborate with clinical and non-clinical teams to ensure seamless, holistic support services.
• Develop, implement, and evaluate initiatives aimed at improving patient satisfaction and emotional
well-being.
• Lead service recovery efforts for dissatisfied patients or families and implement process
improvements.
• Monitor patient satisfaction data (e.g., Press Ganey, HCAHPS) and work with departments to address
trends.
• Lead a team of patient relations managers, liaisons, or coordinators.
• Train staff in empathetic communication, cultural sensitivity, and trauma-informed care.
• Partner with oncology, palliative care, nursing, social work, and chaplaincy teams to ensure a
comprehensive support system.
• Collaborate with quality, risk, and compliance departments to address systemic issues affecting patient
care.
• Ensure policies reflect patient-centered values, especially regarding confidentiality, dignity, end-oflife care, and shared decision-making.
• Lead initiatives that support diversity, equity, and inclusion in patient services.
Requirements
Education:
• Bachelor’s degree in Healthcare Administration, Social Work, Nursing, or related field (Master’s
preferred).
Experience:
• Minimum 7 years of experience, with at least 3 years in management role.
General skills:
• Strong communication with patients, families, and staff
• Sensitivity to emotional and psychological needs of cancer patients
• Ability to resolve conflicts and handle difficult situations
• Leadership in managing and developing teams
• Respect and understanding of diverse cultural backgrounds
• Quick problem-solving, especially in high-stress situations
• Commitment to excellent customer service with a patient-first mindset
• Organized, responsive, and able to manage multiple priorities
• Effective collaboration with interdisciplinary teams