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GENERAL SUMMARY OF POSITION: 

Reporting to the Vice Chancellor for Advancement or designee, and working closely with institutional leadership, the Patient Relations Manager assists important benefactors and friends of UMass Medical School and UMass Memorial Health Care with coordinating their health care needs at UMass Memorial Medical Center.  

MAJOR RESPONSIBILITIES:    

• Provide benefactors and friends of UMass Medical School and UMass Memorial Health Care with confidential, individualized, coordinated access to health care services at UMass Memorial Medical Center, ensuring an optimal patient experience.
• Work closely and collaboratively with the Chancellor of UMass Medical School, Provost/Dean of UMass Medical School, the Chief Executive Officer of UMass Memorial Health Care and the President of UMass Memorial Medical Center Medical Center.
• With the assistance of Medical Center staff and care providers, help facilitate both routine and emergency appointments.
• Make arrangements to greet and/or escort patients or visitors to UMass Memorial Medical Center as requested by the Advancement Office staff and/or institutional leadership.
• Cultivate positive relationships with established and potential patients, family members and advocates.
• Acquire and maintain a broad-based knowledge of the health care services provided by UMass Memorial Health Care and be able to provide insights and recommendations as requested.
• Research and distribute educational materials to patients and friends based on knowledge of the UMass Memorial Health Care system and its care providers.
• Provide updates to UMMS/UMMHC senior leadership and Advancement Officer staff when necessary.
• Develop methods for monitoring and measuring program effectiveness.
• Adhere to all HIPAA guidelines as set-forth by UMass Medical School, UMass Memorial Health Care and the Office of Advancement.
• Provide on-call 24/7 coverage.
• Perform other duties as required.

REQUIRED QUALIFICATIONS:

• Bachelor's degree.
• A minimum of ten years of related healthcare experience coordinating patient care, maintaining patient confidence, providing emotional support to patients and relatives, and working knowledge of the Medical Center to perform essential functions efficiently and effectively
• Familiarity with Microsoft Office Applications (Word, Excel, Access, PowerPoint)
• Understanding of, and appreciation for, HIPAA guidelines
• Effective communication and interpersonal skills
• Strong organizational skills and the ability to work independently in a fast-paced, complex environment
• Ability to travel to offsite locations
• Flexibility to work nights, weekends and on call
• Ability to prioritize tasks and meet deadlines

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