MANIILAQASSOCIATION
10/25
Title: Director of Patient Experience Range:19
Program: Social/Patient Advocacy Services Status: Exempt
Housing Priority: 4 Covered: Yes
POSITION SUMMARY
Responsible for the successful functioning of the Health Center’s Patient Advocacy Services program and Travel and Patient Housing Department. Directs special services that assist patients and families before, during and after hospital and clinic visits, including but not limited to: discharge planning, long-term care placement, accessing state funds and programs, and assisting with emotional concerns. Responsible for maintaining productive communication links with patients and their families. Assists with providing public information about Maniilaq Health Center services. Assists patients with successful utilization of the healthcare system. Provides general oversight of MHC customer relations. Participates in cross-cultural and communication efforts. Mediates interaction between patients and health center personnel as needed. Reports to the Vice President of Health Services.
PRINCIPAL DUTIES ANDRESPONSIBILITIES
1. Responsible for the accomplishment of the goals and objectives of the Patient Services as outlined in the current departmental scope of work.
2. Provides overall supervision to patient-related programs, including patient travel, housing and advocacy.
3. Plans, develops and implements the Patient Advocacy Services according to community needs. Reviews, evaluates and revises the program to ensure maximum quality and effectiveness.
4. Plans, develops and implements efficient commercial patient travel according to community needs. Reviews, evaluates, and revise the Travel and Housing Department program to ensure maximum quality and effectiveness.
5. Prepares, monitors, and revises the program's budget.
6. Provides leadership with direction to improve customer services and care coordination
7. Provides advice to peer-leaders in the development of activities and improvement to increase patient satisfaction.
8. Coordinates with Maniilaq’s direct patient care programs and other providers of services to ensure maximum benefit to all patients and clients.
9. Provides social services to individuals and families. Assists patients in understanding the process of their care.
10. Assists families with coroner, mortuary and burial services.
11. Provides emergency patient care services outside of scheduled hours of work on a call-back basis.
12. Develops, implements, and monitors standards of care, and other Quality Assurance and quality improvement activities in accordance with standards of the Joint Commission.
13. Participates in various training and improvement activities.
14. Demonstrates knowledge of and maintains skills necessary to provide care appropriate to the age of the patient being served.
15. Completes annual performance reviews for program staff in an appropriate and timely manner. Responsible for all staff to be trained in age-specific competencies. Demonstrates knowledge and understanding of the developmental stages of patients throughout the continuum of life as they relate to the operations of the clinic.
16. Coordinates research and resolutions of patient concerns with appropriate program managers.
17. Records and compiles written and verbal patient comments, concerns or complaints and forwards information to the appropriate staff or manager.
18. Identifies problems and trends related to patient services. Provides feedback to program managers and recommends ways to improve patient services.
19. Assist patient with ADA needs such as language line, hearing impaired and ensures patients have daily living needs met.
21. Serves as PRC (Purchased Referred Care) committee Chair, collecting relevant data to present to the committee.
MINIMUM REQUIREMENTS
Bachelor’s Degree in a healthcare-related field or relevant experience recommended. At least two years’ experience in a patient relation or in customer service-related field. Ability to work with sensitivity in a cross-cultural environment. Excellent interpersonal skills, a positive outlook, and the willingness to learn support and mediation techniques. Experience with achieving feedback through a variety of means. Analytical skills preferred. Excellent verbal and written communication skills. Ability to communicate with a variety of people.
DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be considered an exhaustive list of all responsibilities, duties and skills required of personnel in this job, and the employer reserves the right to revise or change this description. This description does not constitute a written or implied contract of employment. To perform this job successfully, an individual must be able to satisfactorily perform each of the above essential duties and meet physical demands. Reasonable accommodations may be made to enable individuals with disabilities to meet those conditions.
