Job Information
Catholic Health Supervisor Hospital Experience MHB in Buffalo, New York
Salary: 91,104.00-136,656.00 USD
Facility: Mercy Hospital of Buffalo
Shift: Shift 1
Status: Full Time FTE: 1.000000
Bargaining Unit: ACE Associates
Exempt from Overtime: Exempt: Yes
Work Schedule: Days
Hours: Generally 8A to 4P. Occasional shifts on evenings or weekends as indicated.
Summary:
The Supervisor, Hospital Experience is responsible for working with staff and patients in order to impact and enhance the patient experience. The Supervisor coordinates and manages designated patient experience programs, including, but not limited to the Patient Advisory Council, New Hire Orientation, Patient Experience meetings and Patient Satisfaction monitoring tools. The Supervisor, Hospital Experience is responsible for managing the grievance/complaint process by participating and coordinating efforts involved in the receipt of grievances, investigating, following-up and responding to grievances. Is aware of and follows all the regulatory agency's standards and hospital policies related to grievance management. The Supervisor, Hospital Experience is responsible for coordinating the Communication Assistance Program for Limited English Proficient persons. The Supervisor, Hospital Experience is patient focused and conducts routine patient rounding in order to interpret patient/family perceptions and needs in order to assist them and maximize the patient experience. The Supervisor, Patient Experience works with the staff to improve communication with patients, facilitate care needs and assist with facilitating the implementation and rollout of designated patient experience programs. Acts as a liaison between the hospital and its associates and the patient and/or family and are a patient advocate. The Supervisor is aware of and follows all the regulatory agencies standards and hospital policies. Monitors adherence to Catholic Health standards of performance. Maintains adherence to Catholic Health standards of performance.
Responsibilities:
EDUCATION
Graduate of an accredited nursing school
Bachelor's Degree preferred
Current NYS Registered Nurse License required
EXPERIENCE
Five (5) years clinical experience required
Five (5 years management experience
Five (5) years of experience in problem resolution
Three (3) years of experience in healthcare customer service
KNOWLEDGE, SKILLS AND ABILITY
Strong verbal and written communication skills
Ability to relate to people of diverse backgrounds, training and experience
Efficiency in Word, Excel and Power Point required
Ability to manage a professional group of individuals focused on patient experience
Ability to prioritize work assignments and work independently; establish and meet timelines
Ability to establish systems for tracking and trending complaints/compliments
Ability to review Medical Record to obtain information relative to care and timeline of care
Leadership skills - ability to establish responsibility for and accountability for desired results
Ability to balance objectively with empathy and sensitivity
WORKING CONDITIONS
Occasional exposure to one or more mildly unpleasant physical conditions
REQNUMBER: 30181
