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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
