System Director, Regulatory / Customer Relations
Responsible for strategy, planning and development of System's regulatory compliance, accreditation, customer relations and the patient experience. Major components of this role include: oversight of all regulatory and accreditation surveys and reviews, including interpretation of standards, as well as conducting survey readiness tracers and audits prior to announced and/or scheduled surveys/reviews; accountable for implementing strategies to meet regulatory standards and maintain licensure and accreditation of the System; planning and directing activities associated with alleged abuse investigations and the System's grievance procedures; planning and directing activities associated with system-wide efforts to improve the patient experience, control and monitoring of bed allocation standards for the System; and coordination and maintenance of the System's Administrative, Operational and Regulatory Policy and Procedure Manuals. Responsible for integrating the functions of customer relations, patient experience and compliance into quality reviews of clinical departments, medical staff quality committees, patient safety initiatives and operations. Serves as System representative with marketing and planning, legal services, and outside regulatory agencies for data and information related to areas of responsibility. Functions as liaison to DOH and The Joint Commission, CMS and other regulatory bodies and for providing accurate and updated information and notification regarding licensed bed changes, deletions or additions, as well as new service additions or closings. Develops and installs technology enhancements to improve service experience. Maintains oversight of patient satisfaction vendor contractual agreements. Ensures patient satisfaction reports are distributed timely across the system. Provides data analysis that is used for strategic planning, evaluation of quality of care and effectiveness of patient satisfaction.
Masters degree in a health care field, or business administration required. Minimum of 7 years progressive experience in health care with previous management/ supervisory experience. Knowledge of host and PC base software packages. Experience with, and knowledge of, DOH, Joint Commission and other regulatory requirements. Strong management, prioritization and organizational skills. Strong analytical, project management, process flow, problem solving, conflict resolution and leadership skills. Demonstrated ability to interact positively and constructively with physicians and individuals at all levels within the System.
Knowledge of interface programming and IT infrastructure