Summary: Under general direction, independently manages and directs the Patient Experience Offices at the Alaska Native Medical Center (ANMC).
Responsibilities:- Provides leadership and direction 24/7 for the Patient Experience department.
- Assures the efficient operations and sound fiscal practices required to meet objectives through effective planning, staff management, and resource allocation.
- Develops and implements best practices for project management within a non-profit environment.
- Active participant and advocate with organizational performance improvement projects.
- Assists in budget formulation. Monitors staffing, resources and expenditures to ensure successful program implementation in accordance with approved budget.
- Assures effective communications with executive management.
- Assures compliance with state, federal, and accreditation regulations. Provides leadership and direction for the Patient Experience department.
- Assures the efficient operations and sound fiscal practices required to meet objectives through effective planning, staff management, and resource allocation.
- Develops and implements best practices for project management within a non-profit environment.
- Active participant and advocate with organizational performance improvement projects.
- Assists in budget formulation. Monitors staffing, resources and expenditures to ensure successful program implementation in accordance with approved budget.
- Assures effective communications with executive management.
- Assures compliance with state, federal, and accreditation regulations.
- Understands current and long-range division plans and formulates strategies and action plans to achieve the goals of the organization. Provide leadership, direction and guidance to assigned staff. Develops goals and priorities, and assigns tasks and projects.
- Develop staff skills and training plans. Counsels, trains and coaches management staff. Implements corrective actions and conducts performance evaluations.
- Effectively addresses personnel issues in order to promote a productive and healthy work environment. Assists the Vice President of Quality with Division direction and program guidance.
- Assists in the design and development of the ANMC Patient Experience program including service standards, service recovery, patient service related initiatives. Develops, implements and monitors quality improvement and assurance programs.
- Oversees all aspects of patient experience, including but not limited to: inpatient satisfaction, outpatient satisfaction, and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores.
- Demonstrate ability to review patient experience/satisfaction feedback from organizational surveys, and other patient experience data, provide analysis, assess for trends, and develop plans for improvement when opportunities identified.
- Develop strategies to improve patient satisfaction scores through effective verbal and non-verbal communication, active listening, empathy, and responsiveness to patient and family needs.
- Demonstrate ability to oversee and/or resolve conflict to help patients, families and staff with disputes.
- Ensure that patients and families receive a high level of patient service from all staff members during stay/visit at ANMC.
- Develops programs designed to improve patient satisfaction/experience. Monitors patient feedback channels (e.g., surveys, comment cards, etc.) and takes action to address issues.
- Partners with other departments to resolve problems that impact patient experience. Educates staff on importance of delivering excellent patient service and provides training as needed.
- Serves as a resource to staff on best practices for providing exceptional patient care. Recognizes employees who provide outstanding patient service and rewards them accordingly.
- Investigates complaints and takes appropriate action when warranted.
- Coordinate efforts with leadership to ensure quality patient care and safety standards are met. Collaborate with the marketing team to promote the hospital’s brand through advertising campaigns, slogans, and other forms of media.
- Develop relationships with community partners to help connect patients with resources.
- Keeps up-to-date on industry trends and best practices related to patient experience.
- Performs other duties as assigned.
Other information:
KNOWLEDGE and SKILLS
- Knowledge of applicable Federal, State, and Tribal law, regulations, rules, policies, processes, codes and operational guidelines.
- Knowledge of Alaska Tribal Health System, ANTHC, and Alaska Native culture(s) and politics.
- Knowledge of project management principles.
- Knowledge of contracting practices and principles.
- Knowledge of hospital management operations.
- Knowledge of patient service, quality improvement or education in a hospital setting.
- Knowledge of travel within the State of Alaska Knowledge of the Alaska State Medicaid/Medicare programs
- Skill in implementing strategic plans, goals, and procedures for cost effective management of allocated resources.
- Skill in analyzing human resources issues and preparing recommendations based on findings.
- Skill in supervisory and team development including mentoring subordinates.
- Skill in creating a work environment that fosters teamwork and professionalism, a spirit of service and responsibility and high standard of ethics.
- Skill in using analytical and research skills to define and solve problems.
- Skill in assessing and prioritizing multiple tasks, projects and demands.
- Skill in effectively managing and leading teams, and delegating tasks and authority.
- Skill in evaluating the work of contractors and consultants for compliance with project plans, specifications and applicable laws, ordinances and policies.
- Skill in establishing and maintaining cooperative working relationships with federal and state agencies; co-workers, contractors, and individuals with wide array of cultural, political, educational, socio-economic, geographic and linguistic backgrounds; communities and state and federal agencies.
- Skill in operating a personal computer, utilizing a variety of software applications.
Skill in verbal and written communication.MINIMUM EDUCATION QUALIFICATION
A Bachelor’s degree in business administration or a health-related field, such as nursing, health care administration or public health, or related field or an equivalent combination of education and experience. Progressively responsible professional work-related experience, education or training may be substituted on a year-for-year basis for college education.
MINIMUM EXPERIENCE QUALIFICATION
Non-supervisory – Ten (10) years of relevant professional work experience in community health, case management, nursing or hospitality.
AND Supervisory – Five (5) years of experience at a mid to senior level management in a health services organization.
MINIMUM CERTIFICATION QUALIFICATION
N/A
PREFERRED EXPERIENCE QUALIFICATION
Experience in managing the patient/customer encounters in a health care environment, preferably within the Alaska Tribal Health System.
Job Summary
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