What are the responsibilities and job description for the Director of Medical Staff Services and Quality position at Intelligent Staffing, Inc.?
Our client serves the region by providing high-quality medical services to residents of the Antelope Valley, Santa Clarita Valley, and surrounding communities. The hospital features 184 licensed acute care beds as well as in-and-out patient surgery, an Advanced Primary Stroke Center, cardiac services featuring a STEMI Receiving Center (heart attack) and a 35-bed 24-hour ER department.
Director of Patient Experience/Patient Advocate
The Director of Patient Experience/Patient Advocate reports to the Chief Operations Officer and has a leadership role within the organization that oversees and refines the customer experience.
This includes identifying tools to sharpen our understanding of our customer base, examining how multiple teams can provide seamless customer service, and proactively improving each customer touch point. Working with multiple teams, the position has full accountability for formulating, summarizing, and publishing patient experience survey results.
Responsibility includes but is not limited to ensuring the Customer Experience team champions a customer-centric culture across the facility.
The job profile includes coordination of the hospital-wide volunteer program with responsibilities for recruitment, onboarding, training, scheduling, and recognition.
This role works closely with the CBO in response to patient disputes and billing issues. Provides family support for spiritual/bereavement and or counseling as needed or requested, acknowledging and respecting individual beliefs, culture, and values related to life's meaning involving loss.
Responsibilities include facilitating Employee Reward and Recognition activities and engagement. Leads and directs the planning and execution of the Annual Employee Service Awards Recognition Event.
Requirements:
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, patients, and the general public.
- Ability to define problems, collect data, establish facts, and draw conclusions.
- Ability to interpret an extensive variety of technical/clinical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
At least 2 years of experience in management of patient accounts in a hospital business office, handling patient grievances, being a patient advocate, and leading service excellence initiatives/programs to positively impact patient/staff satisfaction.
A dynamic and innovative person with an ability to influence others.
A high school diploma, degree in Business Administration or related area is desirable.
Opportunities:
- Challenging and rewarding work environment
- Growth and development opportunities within its subsidiaries
- Competitive compensation
- 401(k) plan with company match
- SoFi Student Loan Refinancing Program
- Student Loan Repayment Assistance Program
Relocation Assistance available.
