Manager, Patient Experience
Company: Gundersen Health System
Location: La Crosse
Posted on: May 17, 2022
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Job Description:
Love + medicine is who we are, it's what we do, it's why people
want to work here. If you're looking for a job to love, apply
today.Schedule Weekly Hours:40Gundersen is in search of a Manager
in Patient Experience! The Manager will oversee a team
approximately 70 frontline staff who are the first interaction
patients have when entering Gundersen facilities. Those staff are
responsible for greeting and screening patients, assisting in
wayfinding, and being an overall resource. Ideal candidates will
have strong communication skills, a positive attitude, experience
in customer service and will have led teams.A bachelors degree in
Healthcare or Business related field is required along with at
least 3-4 years of supervisory/management experience.Job
Description:The Manager works closely with the Director of Patient
experience and assumes the role as professional in their AOR for
planning, directing, and managing the Patient Experience frontline
employees. The manager is responsible for meeting regulatory
standards, complying with corporate policy and procedures for
managing personnel, resources, supplies, and equipment in the
department, and for promoting collaboration with patients and
customers.The manager role-models the highest level of service
behavior with the Patient Experience frontline team, other
Gundersen Health System departments, patients, and families. The
manager develops and maintains positive, effective working
relationships with internal departmental leaders.Position Duties
and ResponsibilitiesSTRATEGIC RELEVANCE - SUMMARYTo advance its
position as an innovator and leading health care system, Gundersen
Health System (GHS) must continue to demonstrate superior outcomes,
provide seamless delivery of care, and ensure competitive cost
structures. It must also stay at the cutting edge of emerging
technologies and new delivery models that will transform
healthcare. The System must anticipate and respond effectively to
evolving market and environmental trends, (e.g., shifts in payment
models, value-based purchasing, transparency of outcomes and
information technology) that will impact the delivery of health
care services.The Manager is responsible for understanding the
impact of these forces and trends and for managing the effective
response from their AOR (area-of-responsibility). The Manager
collaborates with others to achieve GHS' strategic mission and
goals: 1) demonstrate superior quality and safety through the eyes
of patients and caregivers; 2) demonstrate superior service through
the eyes of patients and colleagues; 3) attract, develop and retain
a talented and engaged workforce; 4) demonstrate affordability of
care; and 5) achieve programmatic growth. The Manager translates
System strategy into staff commitment, action, and accomplishment
in their AOR.POSITION DUTIES AND RESPONSIBILITIESThe Manager is
specifically responsible for:1.0 Organizational Strategy and
Implementation - Understanding market trends and the impact on
their AOR, contributing to AOR strategic and operational plans,
translating these plans, and ensuring the understanding, alignment
and commitment of AOR staff.2.0 Fiscal Management - Effectively
using established processes to ensure accountability for effective
operations and resource management.3.0 Human Resource Management -
Effectively using established processes to: select, align, engage,
develop, manage, and retain a team of highly skilled staff.4.0
Excellence in Service and Clinical Quality - Achieving seamless
delivery of quality patient care and safety, excellence in patient
experience and customer service.5.0 Organizational Leadership -
Providing leadership and accomplishing objectives by ensuring the
integration of processes and initiatives while modeling
collaboration.KEY ACCOUNTABILITIESOrganizational Strategy and
Implementation1.1 Collaborates with Division/Team leadership to
understand external market financial, economic, and industry data,
identifying market opportunities and threats.1.2 Provides
leadership and actively contributes to the design and
implementation of clinically and fiscally responsive program goals
and objectives for their AOR.1.3 Formulates recommendations for AOR
continuous improvement taking into account market demands,
regulatory standards, and changes in clinical practice.1.4
Establishes clear performance standards for their AOR, and monitors
established management systems to ensure that cost effectiveness
and continuous quality improvement forms the basis for all
activities.1.5 Collaborates with management to ensure that
resources are prioritized and in place (i.e., staff, facilities,
equipment, supplies, technology, data, and processes, etc.) and
properly utilized to achieve AOR objectives through the most
effective and efficient operations.1.6 Contributes to the
development of and implementation of processes to collect relevant
clinical and financial indicator data which serves as a reliable
proxy for clinical effectiveness, cost, and quality.1.7 In
conjunction with AOR leadership, designs and implements improvement
of AOR key processes, leading to elimination of variability in cost
and quality.Fiscal Management2.1 Manages AOR to meet fiscal
targets, ensuring the delivery of cost-effective, quality
services.2.2 Participates in financial forecasting and planning
along with other members of the AOR management team.2.3 Develops
and presents comprehensive analysis for financial and programmatic
recommendations for AOR management.2.4 Communicates the rationale
for financial decisions ensuring a high level of understanding
among staff and clinicians.2.5 Evaluates AOR for potential
cost-effective change and manages the implementation of approved
changes.2.6 Ensures staff compliance, and monitors physician
compliance, as appropriate, with financial decisions.Human
Resources Management3.1 Provides vision and leadership to staff in
a collaborative environment that offers job satisfaction,
performance recognition, and stimulates innovative thinking to
accomplish objectives.3.2 Ensures that AOR management, staff and
clinicians understand their roles in accomplishing GHS,
Team/Division, and AOR strategic objectives. Establishes
expectations for high level of performance and holds individuals
accountable for achieving them.3.3 In collaboration with other AOR
leadership and the Human Resources Department, ensures the efficacy
of systems/processes to recruit, retain, and develop a
high-performance team that meets patient, regulatory, and fiscal
requirements for their AOR.3.4 In conjunction with Team/Division
leadership, ensures staff productivity by maximizing staffing
efficiency and workflow patterns as well as monitoring and
controlling turnover.3.5 Implements and actively supports the
integration of change and conflict management.3.6 Creates a climate
that ensures respect, teamwork, open communication, and
professional recognition among a diverse workforce.Excellence in
Service and Clinical Quality4.1 Ensures the implementation of
service, quality and safety standards consistent with System policy
for patient experience and internal and external customers in
collaboration with AOR leadership.4.2 Identifies and analyzes
trends across services in customer satisfaction and patient
experience, clinical quality outcomes, patient safety and cost
using data systematically to develop solutions and guide change in
AOR practices.4.3 Models and ensures that AOR staff effectively
uphold a customer service orientation to meet legitimate needs of
patients and internal and external customers.4.4 Ensures that
confidentiality of patient, staff, and appropriate management data
is maintained, and delivers immediate and certain consequences when
confidentiality is compromised.5.0 Organizational Leadership5.1
Promotes the organization to all constituencies by interpreting and
communicating GHS' mission and values, acting as a loyal,
supportive, and informed spokesperson for AOR, Team/Division and
the System.5.2 Collaborates with other internal professionals to
identify, reduce, and eliminate barriers within the system which
may negatively impact cost and quality of services.5.3 In the
spirit of collaboration, promotes the visibility of AOR leadership
throughout the organization.5.4 Takes responsibility for providing
a positive learning environment for students, interns, and
residents working within their AOR, collaborating with academic
programs, while ensuring patient safety.5.5 Takes responsibility
for identifying areas for self-development and actively seeks
opportunities and resources to meet developmental objectives.KEY
INTERFACESThe Manager interacts primarily with the following
external interfaces:
Keywords: Gundersen Health System, La Crosse , Manager, Patient Experience, Executive , La Crosse, Wisconsin
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