Job Description
Overview:
This leader provides strategic direction and operational oversight to activities and functions that result in great patient/customer experiences throughout Decatur Memorial Hospital. The manager serves as primary internal patient experience consultant to DMH leaders/staff to identify patient service requirements and to develop and execute tactics that exceed identified requirements and organizational needs. The manager ensures that DMH processes are compliant with external regulatory and accreditation requirements and coordinates the alignment of patient service goals and tactics with the overall MHS strategic plan. Embodies the Memorial Health System Values of Safety, Integrity, Quality, Stewardship.
Qualifications:
Education:
- Bachelors degree in healthcare, marketing, business or related field required.
Experience:
- A minimum of six years experience in healthcare field required including a minimum of three years management level experience with comparable span of control.
Other Knowledge/Skills/Abilities:
- Knowledge of customer service theories and practices and experience with patient/customer relations processes required.
- Knowledge of Lean Six Sigma process improvement methodologies preferred.
- Demonstrated success in managing large-scale organizational change initiatives.
- Demonstrated track record in leading cross-functional teams in clinical settings to improve and sustain patient satisfaction.
- Demonstrated excellent written/oral communication skills including small and large group presentation skills.
- Strong technical skills including computer proficiency and the ability to use quantitative and statistical concepts to make evidence-based decisions and drive change.
- Demonstrated ability to work independently and creatively solve problems in complex environments.
- Projects a mature, even-tempered and professional demeanor at all times, including during stressful/high emotion situations.
- Minimum physical requirements.
Responsibilities:
- Provides leadership across DMH to build systems that achieve optimal patient/customer satisfaction.
- Provides operational leadership to identify, design, coordinate and implement initiatives to improve processes and practices that impact positive patient and family satisfaction.
- Regularly reviews and updates DMH policies and procedures related to patient rights/responsibilities to ensure organizational compliance with regulatory and accreditation standards/requirements and in alignment with MHS policies and procedures.
- Monitors, analyzes and evaluates patient/customer satisfaction data that measure the effectiveness of patient experience tactics. Creates reports and identifies trends and key areas for improvement for relevant departments/groups.
- Develops and leads forums to elicit patient/customer feedback including interviews, focus groups and patient advisory committees.
- In conjunction with MHS Patient Experience & Organization Learning and Development, designs and delivers staff and leader training and development programs focused on behaviors and practices that drive optimal patient and family satisfaction.
- Oversees the DMH patient complaint management/grievance processes including investigation, follow-up and communication with patients and families on behalf DMH Administration
- Utilizes process improvement methodologies and leads teams focused on improving patient/customer experience and satisfaction.
- Provides operational leadership for the DMH Customer Service Department.
- Develops and builds a cohesive Patient Experience/Customer Service team, including patient representatives.
- Supervises direct reports. Assures that all scheduling, time and attendance, performance appraisals and other documentation are completed as required.
- Plans, prepares and assumes primary accountability for annual department operating budgets.
- Supports patient representatives to help Department Leaders and staff to meet their patient and customers' needs including:
- Helping manage and triage patient/family complaints.
- Coordinating patient care conferences, as requested.
- Helping to fulfill appropriate patient requests.
- Helping to facilitate communication between parties.
- Collaborates with DMH department leaders to create, implement and monitor detailed work plans focused on patient/customer experience improvement opportunities.
- Embodies the Memorial Health System Values of Safety, Integrity, Quality, and Stewardship that support our mission, vision and values:
- Performs other related work as required or requested.
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.
Memorial Health
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