Catholic Health System
Supervisor Hospital Experience MHB
Catholic Health System, Buffalo, New York, United States, 14266
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:
8:00am to 4:00pm with occasional evening hours
Summary:
The Supervisor, Hospital Experience is responsible for working with staff and patients to enhance the patient experience. The Supervisor coordinates and manages designated patient experience programs, including the Patient Advisory Council, New Hire Orientation, Patient Experience meetings, and Patient Satisfaction monitoring tools. Additionally, the Supervisor manages the grievance/complaint process by coordinating the receipt of grievances, investigating, following up, and responding to them. The Supervisor is aware of and follows all regulatory agency standards and hospital policies related to grievance management.The Supervisor is responsible for coordinating the Communication Assistance Program for Limited English Proficient persons and conducts routine patient rounding to interpret patient/family perceptions and needs. This role assists in maximizing the patient experience and works with staff to improve communication with patients, facilitate care needs, and assist with the implementation and rollout of designated patient experience programs. The Supervisor acts as a liaison between the hospital and its associates and the patient and/or family, serving as a patient advocate while monitoring adherence to Catholic Health standards of performance.
Responsibilities:EDUCATIONGraduate of an accredited nursing schoolBachelor's Degree preferredCurrent NYS Registered Nurse License required
EXPERIENCEFive (5) years clinical experience requiredFive (5) years management experience requiredFive (5) years of experience in problem resolutionThree (3) years of experience in healthcare customer service
KNOWLEDGE, SKILLS AND ABILITYStrong verbal and written communication skillsAbility to relate to people of diverse backgrounds, training, and experienceEfficiency in Word, Excel, and PowerPoint requiredAbility to manage a professional group of individuals focused on patient experienceAbility to prioritize work assignments and work independently; establish and meet timelinesAbility to establish systems for tracking and trending complaints/complimentsAbility to review Medical Records to obtain information related to care and timeline of careLeadership skills - ability to establish responsibility and accountability for desired resultsAbility to balance objectivity with empathy and sensitivity
WORKING CONDITIONSOccasional exposure to one or more mildly unpleasant physical conditions
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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:
8:00am to 4:00pm with occasional evening hours
Summary:
The Supervisor, Hospital Experience is responsible for working with staff and patients to enhance the patient experience. The Supervisor coordinates and manages designated patient experience programs, including the Patient Advisory Council, New Hire Orientation, Patient Experience meetings, and Patient Satisfaction monitoring tools. Additionally, the Supervisor manages the grievance/complaint process by coordinating the receipt of grievances, investigating, following up, and responding to them. The Supervisor is aware of and follows all regulatory agency standards and hospital policies related to grievance management.The Supervisor is responsible for coordinating the Communication Assistance Program for Limited English Proficient persons and conducts routine patient rounding to interpret patient/family perceptions and needs. This role assists in maximizing the patient experience and works with staff to improve communication with patients, facilitate care needs, and assist with the implementation and rollout of designated patient experience programs. The Supervisor acts as a liaison between the hospital and its associates and the patient and/or family, serving as a patient advocate while monitoring adherence to Catholic Health standards of performance.
Responsibilities:EDUCATIONGraduate of an accredited nursing schoolBachelor's Degree preferredCurrent NYS Registered Nurse License required
EXPERIENCEFive (5) years clinical experience requiredFive (5) years management experience requiredFive (5) years of experience in problem resolutionThree (3) years of experience in healthcare customer service
KNOWLEDGE, SKILLS AND ABILITYStrong verbal and written communication skillsAbility to relate to people of diverse backgrounds, training, and experienceEfficiency in Word, Excel, and PowerPoint requiredAbility to manage a professional group of individuals focused on patient experienceAbility to prioritize work assignments and work independently; establish and meet timelinesAbility to establish systems for tracking and trending complaints/complimentsAbility to review Medical Records to obtain information related to care and timeline of careLeadership skills - ability to establish responsibility and accountability for desired resultsAbility to balance objectivity with empathy and sensitivity
WORKING CONDITIONSOccasional exposure to one or more mildly unpleasant physical conditions
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