Job Description
MINIMUM QUALIFICATIONS Education - associate's degree in healthcare, business or a related field is preferred. High School Diploma or GED is required.
Experience - Minimum of (3) three years clinical or administrative experience in a healthcare leadership position, preferably with a focus on patient experience and/or customer service.
Licenses & Certification - Relevant professional licensure or certification is desirable.
Knowledge & Skills
- Strong problem-solving skills and ability to quickly resolve issues and concerns.
- Ability to develop and lead interactive and engaging training and education programs relevant to service excellence.
- Proficiency in writing and editing reports and other materials/documents.
- Skills in process improvement methodologies
- Knowledge of regulatory requirements affecting admissions and marketing
- Knowledge and skill to utilize a PC in a Windows environment and to operate other necessary office equipment. Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
- Ability to plan, organize and prioritize work.
- Ability to communicate effectively with patients, medical staff, administrative staff, health care professionals and the general public both orally and in writing.
JOB SUMMARY The purpose of the position is to plan, develop, monitor and modify the overall approach to the patient experience for Muscogee (Creek) Nation Department of Health Hospital patients. Incumbent must be insurable to drive a GSA vehicle.
WORK ENVIRONMENT Work is performed in an office and inpatient health care setting. There is potential exposure to infectious and communicable diseases, potentially hazardous chemicals, and biohazardous materials. The work may include a certain amount of exposure to hostile and/or emotionally upset patients, families, and visitors. Must be aware of all risks involved and be willing to take precautions as requested and required.
PHYSICAL DEMANDS The work requires the demands of normal office work and dealing with staff, patients and families in a hospital and clinic setting. Some occasional daily travel will be required, driving to MCN Hospitals and other DOH facilities.
ESSENTIAL FUNCTIONS Satisfactory job performance will be determined by successful execution of the following:
- Collaborate across the Organization and work with MCNDH staff to establish patient experience priorities and goals while communicating with Manager.
- Continually evaluate effectiveness of patient experience programs and initiatives.
- Serve as a key resource to management, staff, and providers to improve organizational engagement, leadership and partnership.
- Provide professional coaching and consultation to influence leadership, physicians, direct care providers, and other stakeholders to deliver an excellent patient experience.
- Analyze internal and external customer satisfaction metrics and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended• action plans including competency validation to improve patient experience.
- Implement strategies that drive, and support patient experience improvement initiatives for targeted areas.
- Promote positive and mutually beneficial interactions between patients, providers, staff and internal teams.
- Coordinate patients experience improvement projects that positively impact patient engagement and experience.
- Coordinate, implement, and monitor MCN Health Volunteer Program.
- Regular attendance is required.
- Perform other duties as required.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Job Tags
Work at office,