DEPARTMENT: Family Relations

SUPERVISOR'S TITLE: Manager, Family Relations


PURPOSE OF POSITION: To serve as an advocate and liaison between patients/families receiving healthcare services and the organization's administration, staff and physicians. This role has two primary foci; to manage and facilitate resolution of concerns and grievances and to evaluate the needs of families, providing informational and community resources for diagnoses and disabilities.

Skills & Competencies
Using time efficiently and productively; prioritizing multiple tasks properly to meet deadlines; recognizing time constraints and adjusting work schedule to address them.
·Family-centered care
Understands and support family-centered care
·Service Orientation
Demonstrating concern for customer needs and issues; patiently tolerating rudeness and anger and responding with tact and empathy; showing persistent enthusiasm during customer interactions
·Information Analysis
Locating and gathering relevant information; recognizing and working to eliminate important gaps in existing information; determining the value of the information; synthesizing and organizing information to get a better understanding of a problem
·Conflict Management
Successfully identifying, confronting, defusing and resolving interpersonal conflicts and disagreements in a positive and constructive manner; building consensus among others with very different perspectives
Persuasively articulating one's position, carefully listening to others' positions, and tailoring negotiation tactics to bring all parties together and reach desired outcomes; striking a balance between being firm and being willing to compromise; preserving long-term relationships by demonstrating fairness and searching for win-win solutions
·Respect and Empathy
Relating to others in an open and accepting manner; being polite, respectful, and sensitive to the needs and feelings of others; showing and conveying empathy for others' experiences, thoughts, or feelings
·Computer Proficiency
Proficiency in basic computer applications such as Microsoft Office (PowerPoint, Word, Excel), e-mail, and internet
·Ambiguity Tolerance
Effectively handling uncertainty; creating structure and focus in the face of ambiguity; taking effective action without having complete understanding and knowledge of the total picture or all the facts
·Independence and Teamwork
Ability to work autonomously, with independent judgment, as well as in a collaborative team environment.
·Problem Solving
Ability to independently work through details of a problem to reach a positive solution
·Communication - Advanced
Excellent verbal, written and interpersonal communication skills.
Exhibit ability to master an understanding of the mission, vision, policies and procedures of the organization in order to respond to patient/family/visitor inquiries, concerns and informational needs. Possesses knowledge of chronic illnesses, disabilities/conditions and community resources and methods for accessing or obtaining services.

·Bachelor's Degree
·3 years related experience

·Experience in a Healthcare environment and/or customer service or service recovery role in a complex environment.