Supervisor, Patient Experience Concierge

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The Department of Patient Experience has an exciting opportunity for a Full-time Supervisor, Patient Experience & Concierge, who will provide leadership, direction, coordination, and administration to the Patient Experience and Concierge team. The Supervisor, Patient Experience & Concierge, provides general oversight of the patient care experience. The incumbent will evaluate, administer, and manage all business and administrative matters including budget, operations, programs, metrics, and personnel administration for the assigned department.

CORE FUNCTIONS

• Provides leadership, education, and orientation to all patient experience specialist staff.   Monitors daily staff productivity and communications results, discrepancies, and solutions. 
• Strategizes with leadership to identify and improve patient care services. 
• Manages a timely investigation and response to all patient concerns/complaints/grievances for clinical service areas, including interviewing staff and reviewing medical records. 
• Facilitates effective communication between patients, families, and providers to enhance patient family–centered care and ensure common goals.
• Negotiates and mitigates expectations to promote satisfaction, ensure quality and safety and minimize the risk of adversarial outcomes.  
• Provides consultation for professional staff and hospital concerning disclosure in collaboration with Risk Management.  
• Develops appropriate resolutions with risk management staff to manage patient incidents and prevent adversarial outcomes effectively.  
• Responds to requests for intervention to assist in managing challenging patient/ family situations.
• Collaborates with clinical service area management and administrative leadership, front-line staff, or other hospital service area management and administrative leadership to provide real-time support and improvement strategies to reach an effective resolution.
• Accessible via text or page during Office of Patient Experience hours of operations. 
• Drafts formal responses to patients on behalf of senior and administrative leadership (CEO, COO, CNO, CMO) in writing.  
• Conducts rounds with unit-based patient experience specialists and interdisciplinary teams in assigned clinical areas to obtain pre-emptive feedback.                                                                                                                                                            
• Documents information regarding patient and staff concerns and requests in the department’s database and disseminates data for quality assurance purposes.
• Generates specific reports to highlight clinical services areas opportunities for improvement efforts, Including progress, obstacles, and trends in complaints and compliment data.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with university policies and procedures.
• Ensures employees are trained in controls within the function and on university policy and procedures.

Department Specific Functions

• Work Schedule: Three 12-hour shifts including weekends.  Act as a backup to the Director of Concierge Services.
• Serve as the representative of UHealth Tower leadership, actively assisting HPP patients and adeptly managing any concerns or grievances they may present.
• Build and maintain relationships with HPP Patients
• Coordinate special requests and ensure all HPP patient needs are met.
• Develop and implement HPP programs and initiatives.
• Collaborate with other departments to ensure seamless HPP experiences.
• Conduct hospital in-patient visitations to ensure a positive patient experience. Address any service issues with the pertinent internal staff members and/or departments.
• Monitor the monthly patient experience survey, conduct data analysis, identify trends, conduct service recovery, and assist with communications.
• Oversee the weekend operations for UHealth Tower Patient Experience, including Customer Services Representative and Specialists.
• Demonstrates leadership skills and is a role model and team player for staff and professionals.  Acts as a resource for any departmental staff or managers regarding information ab