Director of Patient Support Services

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is an EEO employer.

The System Director of Patient Support Services is responsible for Interpreter, Volunteer, Spiritual Care Services, Patient Relations, Patient Experience, and Auxiliary. This role has 24-hour responsibility and accountability for the system strategic direction, coordination, and operations of these functional areas at UC Health. The System Director is responsible for achieving and maintaining competent, cost-effective services, guided by relevant regulatory bodies across the enterprise. The Director is responsible for developing, implementing, and evaluating tactics and standard work focused on quality, safety, experience, and efficient operational strategies consistent with UC Health goals.

Operational Performance/Operating Plan Results.  Measures outcomes objectively:

Collaboratively works with direct reports and stakeholders to set meaningful performance objectives, tactics to support UC Health Operating Plan along with measures for evaluating goal achievement. Develops short and long-term goals for maintaining UC Health and departmental quality, safety, experience, efficiency outcomes, and related Performance Improvement initiatives.

Has oversight and responsibility for enhancing and continually improving the overall experience of patients and families throughout UC Health.

Promotes excellence in areas of responsibility and standard work processes that facilitate a patient centered approach throughout the healthcare continuum and the enterprise.

Contributes to and implements the patient experience strategy for UC Health

Interact effectively with the frontline associates, nursing, and other patient caregivers to ensure a bottom-up approach to achieve goals. Outcome results: patient experience, associate pride, engagement, loyalty and ownership.

Responsible for data analysis related to patient satisfaction survey results, design of patient satisfaction measurement tools, and manage contract with vendors providing this service.

Promotes an environment that recognizes and rewards teamwork, creativity, personal and professional development, and empowerment. Collaborates with leadership, physicians, stakeholders, and other departments leadership to create opportunities to acknowledge outstanding customer service by members of the hospital team.

Develops and maintains dashboards, action plans, and other operational tracking and communication tools.

Create a leadership team among senior administration, management, and physicians that will integrate and reinforce leadership core competencies to lead the organization in a progressive movement towards excellence.

Coordinate and facilitate the Service Excellence Steering Committee and Champion Teams to ensure alignment, deployment and consistency of all efforts.

Ensures compliance to federal, state, and local regulatory standards.  

Administrator on call as assigned; demonstrates competence in Emergency Management.

Leadership:

Strategically leads teams to streamline and sustain safe patient-centered care. Supports and leads by example in a culture of care for patients, families, visitors, team members and vendors.

Demonstrates Emotional Intelligence and sustains trusting relationships by accurately perceiving and interpreting one’s own and others’ capabilities and behavior in the context of the environment.

Serves as a role model to others, mentors and supports growth and results in teams.

Ability to execute operational plan and strategies within areas of responsibility and collaboration with others. 

Maintains full accountability for specific areas of responsibility and supporting team members.

Creates accountability that ensures those responsible for implementing an initiative have role clarity and accountability for required actions as well as the authority to act in a way consistent with organizational values.

Communication/Change/Conflict/Crisis Management:

Actively listens to others and uses effective communication skills and tactics, such as summarizing communication. Establishes two-way communication to convey strategies and plans in a manner that engages people.

Timely response to communication (within 24hrs/business day).

Initiates and engages in critical conversations r