OverviewProvides strategic and operational leadership for Patient Relations, Public Communications, Emergency Department Communications, and Patient Transport services. Responsible for developing and executing patient experience strategies, complaint and grievance resolution programs, service recovery initiatives, operational performance standards, and quality improvement efforts that support organizational goals, regulatory compliance, and exceptional patient-centered care.
Responsibilities- Participates with the Vice President of Operations in developing departmental policies, procedures, protocols and programs
- Leads the Medical Center's patient experience and patient and family-centered care strategy, partnering with clinical, operational, and administrative leaders to improve patient satisfaction, service excellence, patient engagement, and organizational responsiveness to patient and family needs
- Selects, hires and supervises staff in area of responsibility; initiates disciplinary action, including terminations; carries out annual performance appraisal of employees recommending promotions, raises, etc
- Develops workforce strategies and staffing models that ensure operational effectiveness, service excellence, employee engagement, and fiscal stewardship across all areas of responsibility. Monitors labor utilization, productivity, and staffing performance metrics to ensure efficient allocation of resources while maintaining service standards. Oversees workforce performance management processes, ensuring accountability, compliance with organizational policies, and alignment with departmental goals
- Develops and implements in-services and training programs for departmental staff and for other departments; conducts in-services, training sessions and one-on-one conferences with staff as required
- Responds to problems that arise on a daily basis; resolves where possible, referring problem or response to Vice President as required; reviews and investigates all complaints received by the department with department members to ensure speedy resolution and reply
- Acts and liaisons with community and other organizations regarding services provided by department; responds to community concerns or refers to Vice President as appropriate
- Maintains administrative records for the departments, reviews clerical documentation and required Patient Relations, Public Communications, Emergency Department Communications, and Patient Transport documentation for completeness, resolving problems where possible
- Schedules follow-up meetings with departments as required to develop solutions to recurring problems
- Assessment, treatment and patient care responsibilities are delivered with a knowledge of patient growth and development and are appropriate to the ages of the patients served
- Maintains established departmental policies and procedures, objectives, quality assurance program, safety, environmental, and infection control standards
- Adheres to the Medical Center's policy on Conflict of Interest, which includes completion of a Conflict-of-Interest Certificate on an annual basis
- Develops, monitors, and reports key performance indicators (KPIs) related to patient experience, complaint resolution, transport operations, communication services, and customer satisfaction
- Oversees the patient complaint, grievance, and service recovery programs, ensuring timely resolution, identification of systemic issues, and implementation of improvement initiatives that enhance the patient and family experience
- Collaborates with clinical and operational departments to embed patient and family-centered care principles into organizational policies, programs, and service delivery models.
QualificationsEducation:- Bachelor's degree required. Master's degree in Healthcare Administration, Public Health, Business Administration, Nursing, Social Work, or related field strongly preferred
- Certification or specialized training in Patient Experience, Patient Advocacy, Customer Experience, Service Excellence, or Patient and Family-Centered Care preferred.
Experience:- Minimum of 8-10 years of progressive leadership experience in patient experience, patient relations, customer service, healthcare operations, or patient and family-centered care within an acute care hospital environment
- Minimum of 5 years of experience leading managers and directors in a complex healthcare setting.
Skills:- Knowledge of patient care and patient issues.
- Good oral and written communication skills.
- Good interpersonal skills.
- Speaks, reads and writes English to the extent required by the position.
Pay RangeUSD $110,000.00 - USD $130,000.00 /Yr.
