Operational Liaison Program Director

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!
 

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.
 

The Operational Liaison Program Director will facilitate positive interactions between patients, physicians, hospital areas and its leaders. The incumbent will be responsible for bringing focus to the facility commitment of providing excellent patient experiences and sustained loyalty and quality. Responsible for maintaining an open line of communication between physicians and the facility by acting as a visible interface tasked with solving physician problems in a timely manner, and eliminating issues that hinder the physicians ability to access hospital services. Models behaviors as exemplified in MLH Mission, Vision and Values.

 

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview
The Operational Liaison Program Director will facilitate positive interactions between patients, physicians, hospital areas and its leaders. The incumbent will be responsible for bringing focus to the facility commitment of providing excellent patient experiences and sustained loyalty and quality. Responsible for maintaining an open line of communication between physicians and the facility by acting as a visible interface tasked with solving physician problems in a timely manner, and eliminating issues that hinder the physicians ability to access hospital services. Models behaviors as exemplified in MLH Mission, Vision and Values.

What you will do

• Interacts with patients and associates, asking questions, listening, and working with associates and physician offices to eliminate issues that prevent, discourage, or make difficult the ability of physicians to access, schedule, or refer patients for services within the facility.
• Provides patient experience training/education to front line providers (associates and physicians) to increase focus on understanding patients’ prospective about everything before, during and after service.
• Assists in aligning various initiatives and processes around our patients/physicians so that their needs and expectations are met.
• Establishes and maintains reliable mechanisims for monitoring, analysis and reporting.

Education/Formal Training Requirements

• Bachelor's Degree Healthcare Administration
• Bachelor's Degree Business Administration/Management
• Master's Degree

Work Experience Requirements

• Acute care environment
• 5-7 years Progressive responsibilities

Knowledge, Skills and Abilities

• Effective interpersonal skills necessary to cultivate relationships with key stakeholders and communicate, facilitate, and negotiate with a wide variety of healthcare personnel.
• Ability to understand human relations, including customer service and conflict resolution.
• Demonstrated ability to lead processes and other improvement initiatives and educate/train participants. Strong communication and problem-solving skills.
• Ability to work independently, exercise appropriate action and good business judgement.
• Ability to lead and motivate individuals and groups toward the accomplishment of organizational goals.
• Analytical ability to conceptualize well in unstructured, dynamic environments requiring analysis, foresight, intuition and mature judgment as well as knowledge of theories, principles, and practices to find solutions to problems.

Supervision Provided by this Position

• There are no supervisory responsibilities assigned to this position.

Physical Demands

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.
• Some travel to other Methodist Healthcare hospitals and