Req #: 0000196038
Category: Leadership
Status: Full-Time
Shift: Day
Facility: Clara Maass Medical Center
Department: Patient Satisfaction

QUALIFICATIONS:

Required:

• Bachelor s Degree in Business Administration, Health Administration, Organization Development, Management or related field, or combination of equivalent experience and education
• Three or more years of progressive service excellence experience
• Leadership experience in managing teams
• Experience working with patients
• Ability to organize, manage, coordinate and communicate effectively
• Ability to develop and maintain effective interpersonal relationships
• Must possess excellent writing, communication and interpersonal skills
• Working knowledge of computer and computer programs highly preferred

Preferred:

• Master s Degree
• Minimum three years in a healthcare setting

ESSENTIAL FUNCTIONS:

• Leadership
• Makes recommendations to Senior Management at Clara Maass Medical Center regarding the improvement of patient satisfaction via program development.
• Collaborates with Department Heads and Nursing Management when planning, implementing and maintaining programs to improve patient satisfaction.
• Plans and conducts meetings with Department Heads and Nursing Management to review patient satisfaction strategies and to encourage the formulation of new patient satisfaction strategies.
• Business Acumen/Operational Effectiveness
• Maintains and evaluates all systems and programs implemented by the Department of Patient Satisfaction
• Identifies trends in patient satisfaction issues through analysis of patient feedback received in surveys, letters, telephone calls, focus groups and interviews and follows up accordingly
• Monitors appropriate Department Heads are notified of all complaints registered by letters, patient surveys and telephone calls.
• Develops and maintains department budget and evaluates compliance
• Evaluates patient satisfaction levels by direct observation on rounds, by reviewing patient surveys and letters, by interviewing patients, families and staff and all other forms of patient feedback.
• Communication
• Actively participates in regularly scheduled system-wide Department of Patient Satisfaction meetings.
• Ensures that all complaints are investigated and that a response to patient/family member is generated according to hospital policy and in a timely manner.
• People Management
• Serves as a consultant and role model for hospital personnel and other colleagues
• Serves on inter- and intradepartmental committees and special task forces
• Provides or assists with in-service education and orientation, as well as departmental and staff meetings
• Communicates with patients, families and visitors in a competent and respectful manner to encourage positive attitudes about the facility and to ensure patient satisfaction
• Personal Learning / Self-Management
• Operates with a high degree of autonomy and authority while working within the framework of CMMC s philosophy and policies
• Maintains professional affiliations and enhances professional growth and development to keep abreast of the latest trends in hospital/department/administration services
• Customer Satisfaction
• Maintains positive relationships with all customers, employee, physician, patient, visitor, and guests
• Utilizes a variety of feedback to improve processes and services to meet and exceed customer needs
• Uses sound employee relations practices and maintains high levels of visibility and accessibility
• Follows though on all customer requests and inquiries in a timely fashion.
• Quality Management
• Utilizes principles of CQI in all work situations
• Seeks feedback and recommendations from others to improve the quality, processes and services
• Contributes to improving quality services and productivity (takes the initiative to continually evaluate one s work, report problems, suggest solutions and try new ideas)
• Financial Responsibility
• Effectively allocates and schedules resources
• Able to project and appropriately staff the unit/department to effectively function to demand
• Utilizes resources, both labor and non-labor to maximize efficiency and quality
• Adheres to budgetary guidelines and targets-proactively manages budget variances and causes.
• Sustainability
• Determines priorities and organizes work and time to meet them
• Follows sound employee retention techniques; effective selection and interviewing, recognition, fair and timely discipline, and ongoing performance feedback
• Interacts constructively , tactfully and diplomatically with others and resolves conflicts effectively
• Demonstrates cultural competency and ability to maintain a diverse workforce
• Execution
• Completes tasks and assignments in a timely, accurate and efficient manner
• Remains positive and focused despite obstacles and setbacks
• Demonstrates a sense of urgency in completing assignments
• Organizes multiple assignments and/or projects simultaneously to accomplish goals

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.