Decedent Affairs Manager

Emory•Atlanta, GA

About The Position

The Office of Decedent Affairs at Emory University Hospital serves as a liaison between the patient's family, Emory Healthcare departments and external agencies after a patient passes away. The Decedent Affairs Manager is responsible for supporting the decedent affairs coordinator role and for managing and leading the activities of the Office of Decedent Affairs at Emory University Hospital. Supervises and coordinates activities of Decent Affairs Office personnel. Participates in the hiring process and is responsible for development, evaluation and ongoing management of assigned direct reports. Embodies our Care Transformation Model to maintain an environment of trust, fairness, consistency and confidentiality with team members and with internal and external customers. Shares knowledge with others within work group/department. Represents needs and interests of direct reports to all levels of the leadership structure. Communicates proactively. Communicates effectively orally and in writing. Promotes a safe, therapeutic, customer-friendly environment. Responds promptly to patient, family and staff concerns seeking to bring issues to resolution. Provides feedback to patient care team regarding issues. Completes audits of department /organizational quality plan. Supports development of departmental protocols/procedures. Builds, maintains and supports a culture that fosters effective working relationships within a safe working environment. Utilizes and models behaviors to manage conflict within scope of responsibility. Identify service recovery strategies that preserve individual dignity. Knows and is articulate about area performance against service standards. Hold others accountable for behaviors that drive service improvement and excellence. Monitors service behaviors of cohort, coaching for consistency amongst all staff. Responds to and manages customer service issues that arise in day to day work. Proactively intervenes to address and/or prevent customer service issues. Brings to leadership identification of policy issues that impact customer service. Assists to complete investigation of STARS reports or other customer service issues at the direction of the unit director. Understands established department budget and adjusts resource utilization to minimize variances. Works within a Shared Governance framework to identify and address issues, solve problems and evaluate outcomes. Participates on departmental and/or interdepartmental committees to address unit and system problems/issues. Implements service, quality and productivity improvements.

Requirements

Bachelor's degree strongly preferred; years of experience in decedent affairs work is considered in lieu of Bachelor's degree.
Excellent communication and problem solving skills are required.
Proficiency in Windows-based PC skills and Microsoft Office is required.

Nice To Haves

Previous Decedent Care or Funeral Home experience is strongly preferred.
1-2 years of supervisory/management experience preferred.
Program development and process improvement skills are preferred.

Responsibilities

Supervises and coordinates activities of Decent Affairs Office personnel.
Participates in the hiring process and is responsible for development, evaluation and ongoing management of assigned direct reports.
Embodies our Care Transformation Model to maintain an environment of trust, fairness, consistency and confidentiality with team members and with internal and external customers.
Shares knowledge with others within work group/department.
Represents needs and interests of direct reports to all levels of the leadership structure.
Communicates proactively.
Communicates effectively orally and in writing.
Promotes a safe, therapeutic, customer-friendly environment.
Responds promptly to patient, family and staff concerns seeking to bring issues to resolution.
Provides feedback to patient care team regarding issues.
Completes audits of department /organizational quality plan.
Supports development of departmental protocols/procedures.
Builds, maintains and supports a culture that fosters effective working relationships within a safe working environment.
Utilizes and models behaviors to manage conflict within scope of responsibility.
Identify service recovery strategies that preserve individual dignity.
Knows and is articulate about area performance against service standards.
Hold others accountable for behaviors that drive service improvement and excellence.
Monitors service behaviors of cohort, coaching for consistency amongst all staff.
Responds to and manages customer service issues that arise in day to day work.
Proactively intervenes to address and/or prevent customer service issues.
Brings to leadership identification of policy issues that impact customer service.
Assists to complete investigation of STARS reports or other customer service issues at the direction of the unit director.
Understands established department budget and adjusts resource utilization to minimize variances.
Works within a Shared Governance framework to identify and address issues, solve problems and evaluate outcomes.
Participates on departmental and/or interdepartmental committees to address unit and system problems/issues.
Implements service, quality and productivity improvements.