Oregon Health & Science University

Director, Patient Relations

Job Locations US-OR-Portland
Requisition ID
Position Category
Position Type
Regular Full-Time
Job Type
Unclassified Administrative
Patient Relations
Salary Range
Commensurate with qualifications, experience and internal equity
Monday - Friday
8 AM - 5 PM
HR Mission
Drug Testable

Department Overview

The Director of Patient Relations oversees the operations of the Department of Patient Relations including patient advocacy, patient complaint and grievance management; and spiritual care. s. The Director has responsibility for department budgeting and fiscal performance The Director provides direct oversight for the Assistant Director of Patient Relations, and indirect oversight to remaining department personnel., including the patient advocates, hospital chaplains, administrative coordinator.This position collaborates with other departments and programs to support regulatory compliance with patient rights, responsibilities, safety, transparency, education and institutional integrity.

The Director reports the Department’s OPEx plan up to the Regulatory Oversight Committee (ROC), and grievance and complaint trends to the University Health System (UHS) Board.

Function/Duties of Position

  • Work to ensure patients and their representatives experience fair and just treatment as outlined in regulatory requirements including Center for Medicare & Medicaid Services (CMS) Conditions of Participation (CoP), state and federal law, and OHSU policies. Work to ensure complaint and grievance processes are followed consistently, accurately and timely. Act as a resource and subject matter expert on patient rights and responsibilities for the organization. Ensure program operations are compliant with professional standards.
  • Develop and monitor departmental operating budget reporting variances. Oversee contracted services to ensure compliance and fulfillment with contracted obligations. Has full responsibility for departmental planning, forecasting and final budget approval.
  • Develop, review and update OHSU policies addressing patient rights and responsibilities. Collaborate with other departments and programs to ensure related healthcare and University policies are aligned and compliant with state and federal laws, and Medicare CoP Participate in helping to socialize policies and policy changes.
  • Provide direct supervision to the Assistant Director of Patient Relations and indirect supervision and support for department personnel, including patient advocates, administrative coordinator, chaplains. Provides direct supervision to the Assistant Director of Patient Relations, including regular check-ins to understand needs and remove barriers, provide updates and establish mutual goals. Complete annual GROW conversations.
  • Participate in collaborative efforts with departments including, but not limited to Nursing, Risk Management, Legal, and Public Safety as needed to improve patient care, staff/visitor/patient safety, and institutional transparency. Service of the Workplace Violence Committee, Threat Assessment Team, Committee for Professionalism, Permanent Exclusion from Care Committee. Patient Safety Review Committee. Serve of Professional Search Committees as requested. 10 Yes
  • Develop, implement and report the Patient Relations Quality Management Plan using the OPEx reporting structure to the ROC. Provide quarterly complaint and grievance report trends to UHS Board
  • Administer programs that contribute to employee wellness, including the Critical Incident Stress Management Debriefing Team, and Schwartz Rounds for Compassionate Care. 5 Yes
  • Participate on the OHSU ethics consult service, Institutional Ethics Committee

Required Qualifications

  • Master’s degree in Ethics, Health Care Advocacy, Behavioral Science, Social Work, Nursing or other related field.
  • Three to five years progressive leadership experience in a healthcare setting 
  • Excellent leadership skills including the ability to contribute, develop and/or create new ideas or methods in regards to changing healthcare environment.
  • Conflict resolution and meeting facilitation skills.
  • Exceptional verbal and written communication skills.
  • Ability to develop and maintain positive professional working relationships with a wide variety of department/constituent representatives. 
  • Compliance with Code of Conduct, Respect in the workplace and Applicable policies, procedures and agreements related to position, department or OHSU as a whole

  • Must be able to perform the essential functions of the position with or without accommodation

Preferred Qualifications

  • Certificate or Masters in Biomedical ethics.
  • Experience managing a patient advocacy program.
  • Crisis intervention training and experience in
  • Critical Incident Stress Management training
  • Healthcare Ethics Certification by the ASBH

All are welcome

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.


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