Patient Rights & Patient Relations Manager

Marketing & Business Development Department

Reports ToMarketing & Business Development Director 

Location: Tbilisi

Shift/Hours of Work: Full Time


Job Summary: 

American Hospital Tbilisi (AHT) is looking for a competent Patient Rights & Patient Relations Manager who will represent and interpret the mission, policies, and procedures for patients and family members; ensure that patient rights are respected; function as a resource and liaison for patients, staff and the community at large; maintain patient rights by educating them; responding to patient and patient family complaints; resolving patient issues; provide a channel for problem resolution to promote the highest quality of care and service excellence.

Main Job Duties and Responsibilities:

Present the hospital's patient rights philosophy to patients by communicating with them; confirming their understanding of who to contact with questions or concerns;

Coordinate review of complaints and grievances to comply with regulatory standards and provide responses within policy and guidelines;

Provide support and direction related to patient complaints and grievances to other staff and management throughout the organization;

Document complaints by listening to patient and patient family complaints; documenting details; determining what resolution is sought;

Analyze complaints to enhance the overall quality of care; improve quality results by studying, evaluating, and re-designing patient complaint processes; implementing changes; focus on patient, staff, and customer satisfaction;

Abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patients' rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with Georgian Law on Patient Rights;

Actively educate and support medical staff regarding Patient Rights and Responsibilities, patient satisfaction/customer service, and service recovery to ensure regulatory compliance and effective communication with the patient/family;

Investigate patient/family complaints/grievances and provide appropriate/timely response; Maintain regular communication during the investigation and based on investigation results, formulate written response, when appropriate;

Proactively round on units, serving as a resource to patients, families, and staff - thereby facilitating identification of issues relating to a patient's hospital experience; attend appointments and/or care conferences as requested by patients, physicians, or staff;

Support responsive relationships with patients of varying cultural, socioeconomic, and religious backgrounds to ensure that needs of all patients are handled with sensitivity;

Represent Senior Management in the handling of escalated patient concerns and grievances;

Plan, assign, direct, and monitor the work of subordinate staff; develop and/or approve schedules; analyze and distribute projects, assignments and workloads; evaluate  employee performance; respond to employee grievances and complaints; initiate and coordinate staff selection and training processes; ensure that staff activities comply with organizational expectations;

Represent department and organization in a positive and professional manner; serve as a role model in actions and behavior; show composure and professionalism under pressure when working with challenging situations and behaviors.


Education and experience

Bachelor’s degree, preferable in Psychology 

Minimum 3 years of professional experience in relevant field

At least 2 years of supervisory/leadership experience

Demonstrated Skills and Abilities

Effective Communications, Negotiations and Conflict resolutions skills

Analytical Skills

Leadership Skills

Fluency in Georgian

Excellent command of English

Project Management skills

Change Management skills

Ability to optimize the operational processes to achieve objectives

Time Management skills

Ability to develop, appraise and motivate subordinates

Team Building and Management skills

Crisis Management skills

Risk Management skills


If you have any queries regarding this vacancy, please send an email at [email protected].

We would like to thank all candidates in advance for their interest and only those candidates selected for interview will be contacted.