Manager Patient Advocacy and Experience

University of Maryland Medical System•Baltimore, MD

11d•Onsite

About The Position

Responsible for the independent management of the Patient Advocacy program, including daily operations, staff engagement and performance, and departmental budgets for Patient Advocates, Foreign Language Interpreters, and Sign Language Interpreters. Assists the Director in providing administrative guidance and general direction for departmental operations, working to ensure accurate and timely production of work and the efficient and effective administrative operations of the department, including, the formulation of operating policies and procedures to support the Medical System's mission, vision and values. Confers with the Director regarding organizational development strategies, implementing operational improvements, and cost saving programs to provide optimal functioning of the department in compliance with The Joint Commission (TJC) regulations and departmental procedures. Assists in determining need for development of new services. Provides advice, guidance, support and direction on all administrative functions to the Director regarding interpretation of various policies and procedures. Provides for new employee orientation and ongoing employee development. Hires and terminates subordinate staff as needed. Coordinates employee work schedules, approves leave time and maintains leave records for payroll purposes. Communicates with Director, regularly, relating important developments or significant issues. Assists Director in planning of annual departmental goal-setting activities. Implements departmental policies and procedures that ensure staff and patient satisfaction, safety and quality. Demonstrates and observes UMMC guest relations practices in providing information to guests with complex questions and needs in accordance with established institutional policies and procedures. Provides patients with information regarding hospital stay prior to admittance. If foreign, provides or arranges for information in language appropriate format. Answers guests’ questions by providing information on hospital services, local events and services as well as community activities. Arranges travel, lodging and meal accommodations as requested. Assures that assistance, escort and parking services are provided to any guests as needed. Acts a communication liaison between medical staff and family while patient is receiving treatment or undergoing procedures. Resolves complex customer issues in a timely and professional manner. Resolves disputes and failures to provide reasonable service in the most expeditious manner possible. Informs and facilitates issues among various Department Heads and Patient Care Services Managers as necessary. Develops and maintains communication and record system for tracking complaints and other collected data. Holds staff accountable for their documentation and sets standards. Manages all vendor relationships, including contract review and performance evaluations with Director support. Ensures that the proper healing environment is maintained in the best interest of patients and their families. Identifies and handles overt findings and in emergency situations reports to the RN or the PCS Manager related to physical and emotional condition (ex. Nausea, vomiting, feeling warm, excessive drainage from incision, unresolved pain, etc). Provides comfort measures (ex. Juice, ice, cool cloth to head, pillows, blankets, slippers, gown, etc). Monitors staff sensitivity to patients/families regarding cultural diversity, hospitalization anxiety and reports finds to management. Establishes and maintains professional relationships with patients, families, peers and other members of the health care team. Attends all mandatory hospital in-services related to patient advocacy and the department. Holds staff accountable to the same. Train staff in best practices for patient experience. best practices for patient experience. Develop and manage volunteer services program. Other duties as assigned. Team member will support the Ambulatory Department by communicating data sharing reports and patient experience initiatives.

Requirements

Demonstrated effectiveness in supervision, including monitoring, evaluating, training and motivating the performance of subordinate staff.
Ability to utilize universal safety precautions and to act appropriately in emergency situations.
Ability to set-up and/or operate specialized patient care equipment.
Highly effective interpersonal and verbal skills including courtesy, resourcefulness, and efficiency in answering questions, giving directions, locating appropriate hospital personnel and explaining hospital policies and procedures are necessary.
Ability to demonstrate positive guest relations while dealing with difficult guests, being courteous, and practicing effective listening and problem solving skills.
Knowledge of computer operations (i.e. Microsoft Office programs such as WORD and Excel) for reports and patient information retrieval.
Ability to demonstrate knowledge and skills necessary to provide care appropriate to the patient population(s) served.
Ability to demonstrate knowledge of the principles of growth and development over the life span and ability to assess data reflective of the patient's requirements relative to his or her population-specific and age specific needs.
Ability to train staff and develop educational programs for all disciplines.
Ensures patient safety in the performance of job functions and through participation in hospital, department or unit patient safety initiatives
Takes action to correct observed risks to patient safety.
Reports adverse events and near misses to appropriate management authority.
Identifies possible risks in processes, procedures, devices and communicates the same to those in charge.
Bachelor’s degree in hospitality or related field or equivalent preferred.
Five years business management, concierge or related customer service experience is required.
Experience in an acute care facility or equivalent is preferred.
Two years supervisory experience is required.
CPR Certification required.

Nice To Haves

Bachelor’s degree in hospitality or related field or equivalent preferred.
Experience in an acute care facility or equivalent is preferred.

Responsibilities

Independent management of the Patient Advocacy program, including daily operations, staff engagement and performance, and departmental budgets for Patient Advocates, Foreign Language Interpreters, and Sign Language Interpreters.
Assists the Director in providing administrative guidance and general direction for departmental operations.
Confers with the Director regarding organizational development strategies, implementing operational improvements, and cost saving programs.
Assists in determining need for development of new services.
Provides advice, guidance, support and direction on all administrative functions to the Director regarding interpretation of various policies and procedures.
Provides for new employee orientation and ongoing employee development.
Hires and terminates subordinate staff as needed.
Coordinates employee work schedules, approves leave time and maintains leave records for payroll purposes.
Communicates with Director, regularly, relating important developments or significant issues.
Assists Director in planning of annual departmental goal-setting activities.
Implements departmental policies and procedures that ensure staff and patient satisfaction, safety and quality.
Demonstrates and observes UMMC guest relations practices in providing information to guests with complex questions and needs.
Provides patients with information regarding hospital stay prior to admittance.
Answers guests’ questions by providing information on hospital services, local events and services as well as community activities.
Arranges travel, lodging and meal accommodations as requested.
Assures that assistance, escort and parking services are provided to any guests as needed.
Acts a communication liaison between medical staff and family while patient is receiving treatment or undergoing procedures.
Resolves complex customer issues in a timely and professional manner.
Resolves disputes and failures to provide reasonable service in the most expeditious manner possible.
Informs and facilitates issues among various Department Heads and Patient Care Services Managers as necessary.
Develops and maintains communication and record system for tracking complaints and other collected data.
Holds staff accountable for their documentation and sets standards.
Manages all vendor relationships, including contract review and performance evaluations with Director support.
Ensures that the proper healing environment is maintained in the best interest of patients and their families.
Identifies and handles overt findings and in emergency situations reports to the RN or the PCS Manager related to physical and emotional condition.
Provides comfort measures.
Monitors staff sensitivity to patients/families regarding cultural diversity, hospitalization anxiety and reports finds to management.
Establishes and maintains professional relationships with patients, families, peers and other members of the health care team.
Attends all mandatory hospital in-services related to patient advocacy and the department.
Holds staff accountable to the same.
Train staff in best practices for patient experience.
Develop and manage volunteer services program.
Team member will support the Ambulatory Department by communicating data sharing reports and patient experience initiatives.