Miami, FL Full-Time JW-Administration

Summary

The Director of Physician and Guest Services focuses on implementation of Jackson Health System strategic plans with regard to recruitment of new physicians and development of sustainable physician strategies. Design and implementation of practice management strategies for physicians in employment and clinical agency relationships. Position provides leadership support to medical staff officers and committees, and is responsible for all Patient Relations activities and in resolving patient care conflicts and system problems. The incumbent leads an effective Volunteer Services program and coordinates and directs volunteer service staff to meet the needs of patients and their families.

Responsibilities

Develops and administers policies and procedures that provide a high level of quality care and services for patients and their families. Acts as liaison between patients, physicians and other health care service providers and develops associated departmental policies and procedures. Develops volunteer assignments, selection processes and monitors volunteer activities at Jackson North for compliance with policies and procedures. Directs and oversees programs designed to foster positive relations between physicians and the hospital or healthcare facility. Interprets patients rights and responsibilities, hospital policy and procedures to patients, families, and guests of the hospital. Manages Jackson Norths physician practice acquisitions, physician relationships, performance and employment processes. Monitors, reviews patient complaints, prepares reports and follows through on all Patient Satisfaction Survey activities and communicates pertinent patient relations information to executive team. Promotes the organization among members of the medical community in order to establish partnerships and affiliations. Provides leadership through planning, organizing, coordinating, and continually evaluating the quality of Patient Relations and Volunteer services provided. Responsible for timely monitoring, evaluating and updating department patient complaint tracking Log and distribution of monthly and quarterly reports. The leader understands and adheres to JHS compliance standards as they appear in the Code of Conduct, Compliance Policies, and all other JHS Policies and Procedures and supports the commitment of JHS in adhering to federal, state and local laws, rules and regulations governing ethical business practices for health care providers by demonstrating knowledge of procedures for protecting and maintaining security, confidentiality and integrity of employee, patient, family and organization information. The leader further understands that JHS is committed to its role in preventing health care fraud and abuse and complying with applicable state and federal laws related to health care fraud and abuse. This commitment is supported and enabled through an anonymous hotline which serves as one of several mechanisms for reporting suspected fraud, waste and/or abuse, as well as other compliance related issues. The leader to report through any of the reporting mechanisms (e.g., anonymous hotline, supervisor, Compliance Officer) any suspected health care fraud, waste and/or abuse as well as other compliance-related issues. Role models behaviors of service excellence and CARE values (Compassion, Accountability, Respect and Expertise). Performs all other related job duties as assigned.

Experience

Generally requires 7 to 10 years of related experience. Management experience is required.

Education

Bachelor's degree in related field is required. Master's degree is strongly preferred.

Skill

General Competencies: Ability to analyze, organize and prioritize work accurately while meeting multiple deadlines. Ability to communicate effectively in both oral and written form. Ability to handle difficult and stressful situations with critical thinking and professional composure. Ability to understand and follow instructions. Ability to exercise sound and independent judgment. Knowledge and skill in use of job appropriate technology and software applications. Management Competencies: Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Skill in monitoring/assessing the performance to make improvements or take corrective action. Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Ability to plan, implement, and evaluate programs. Ability to establish goals and objectives. Ability to recognize, analyze, and solve a variety of problems.
Demonstrates the following Leadership Behaviors: Leads, influences, and empowers others by creating an environment that that fosters personal investment and excellence, actively encourages commitment to a common vision and shared values, creating opportunities and giving people latitude to develop and achieve and by promoting collaboration and teamwork. Fosters open dialogue: Promotes a free flow of information and communication throughout the organization (upward, downward, and across); Encourages open expression of ideas and opinions; Communicates effectively with all employees and all age-group patient populations. Effectively Influences and Negotiates: Promotes ideas and proposals persuasively; Positively shapes stakeholders opinions; Negotiates win-win solutions. Builds and Maintains Effective Relationships: Establishes open, candid, trusting relationships; Treats all individuals fairly and with respect; Cultivates an active network of relationships inside and outside of the organization; Stays in touch with employees at all levels. Envisions the Future / Demonstrates Strategic Thinking: Has a clear vision for the business, function, or operation; Maintains a long-term, big-picture view; Anticipates obstacles, creates contingency plans, and identifies opportunities; Generates breakthrough ideas. Demonstrates Industry Knowledge: Knows what it takes to be successful in the healthcare industry; Has a thorough knowledge of the healthcare industry history, clients, employees, and competitive environment. Effectively Shapes Strategy: Develops specific strategies to achieve competitive advantage; Translates broad strategies into specific objectives and action plans; Aligns the organization to support strategic priorities. Adapts to Continuous Change/ Leads Continuous Improvement: Initiates, directs and sustains efforts to ensure continuous change and improvement throughout the organization; Initiates and embraces change even when not supported by others. Demonstrates Adaptability: Maintains a positive outlook, resists stress, and works constructively under pressure and in the face of adversity; Responds resourcefully to change and ambiguity. Demonstrates Risk-Taking: Champions new ideas and initiatives; Fosters innovation and risk-taking. Drives for Results / Drives Execution: Assigns clear authority and accountability; Integrates efforts and across units and functions; Monitors results; Tackles problems directly and immediately. Demonstrates Financial Acumen: Understands the meaning and implications of key financial indicators; Manages overall financial performance of area function/operation; Uses financial analysis to evaluate strategic options and opportunities. Drives for Stakeholder Success: Sets and actively pursues aggressive goals; Demonstrates a strong commitment to organizational success; Works to do what is best for all stakeholders (i.e., patients, employees, management, the Board). Makes Effective Decisions: Takes all critical information into account when making decisions; Makes timely, tough decisions even under pressure; Puts the organizations needs before personal needs when making decisions.

Credentials

Valid license or certification is required as needed, based on the job or specialty.

Working Conditions

Physical Requirements - Job function is sedentary in nature and requires sitting for extended periods of time. Function may require frequent standing or walking. Must be able to lift or carry objects weighing up to 20 pounds. Jobs in this group are required to have close visual acuity to perform activities such as: extended use of computers, preparing and analyzing data and analytics, and other components of a typical office environment. Additional information and provision requests for reasonable accommodation will be provided by the home unit/department in collaboration with the Reasonable Accommodations Committee (RAC).
Environmental Conditions - Jobs in this group are required to function in a fast paced environment with occasional high pressure or emergent and stressful situations. Frequent interaction with a diverse population including team members, providers, patients, insurance companies and other members of the public. Function is subject to inside environmental conditions, with occasional outdoor exposures. Possible exposure to various environments such as: communicable diseases, toxic substances, medicinal preparations and other conditions common to a hospital and medical office environment. May wear Personal Protective Equipment (PPE) such as gloves or a mask when exposed to hospital environment outside of office. Reasonable accommodations can be made to enable people with disabilities to perform the described essential functions. Additional information and provision requests for reasonable accommodation will be provided by the home unit/department in collaboration with the Reasonable Accommodations Committee (RAC).