Compensation Disclaimer
Compensation for this role is based on a number of factors, including but not limited to experience, education, and other business and organizational considerations.
Department: Patient Relations
FTE: 1.00
Full Time
Shift: Days
UNM Health is New Mexico's only Level I Trauma Center—we care for patients with the most complex conditions from across the state. Additionally, we are the first NIH-designated Comprehensive Cancer Center and award-winning Advanced Care Stroke Center. UNM Health providers specialize in over 150 areas of medicine and employ over 7,000 professionals. Together, we receive 900,000 outpatient visits, 22,000 surgical cases and 100,000 emergency room visits each year. UNM Health provides the highest quality of care for more than 200,000 New Mexicans each year. In 1952, UNM Hospital was built on Native American grounds, with the promise to provide culturally competent and inclusive care to all New Mexicans.
Position Summary:
Direct and coordinate all aspects of patient, customer and physician satisfaction programs. Oversee the Patient Advocacy Program and the Patient Family Advisory Committee. Provide strategic direction and leadership to accomplish results in all areas by development of program methods and initiatives to drive patient satisfaction. Collaborates with staff, department managers and Administration to implement and enhance existing programs. Work collaboratively across all entities within the Health System to share and educate on the concepts of service excellence, patient and family engagement, advocacy, patient experience and patient relations. Evaluates the effectiveness of programs and practices, analyzes data, summarizes, reports findings and recommends improvement initiatives. Ensure adherence to Hospital and departmental policies and procedures. No patient care assignment.
Detailed responsibilities:
- SUPERVISION - Develop efficient organizational structure. Supervise employees and select, terminate, train, educate, correct deficiencies, perform appraisals, issue discipline, counsel, schedule work assignments; encourage staff teamwork and growth initiatives
- LEADERSHIP – Provide leadership, oversight and supervision to ensure the highest quality and best possible delivery of services that promote the highest levels of patient satisfaction
- LEADERSHIP - Provide system-wide leadership, effective management and education in the area of mapping patient experience; act as resource to the organization in relation to evidence-based practices as related to patient experience and advocacy; work as internal consultant to develop and guide the progress of patient experience initiatives and patient advocacy; provide direction and counsel to executive leaders in the area of patient and employee engagement, patient advocacy, and service excellence
- GOALS AND PLANS - Participate in the development of long-range goals and strategic plans for assigned area
- GOALS - Support the tracking and trending of service related outcomes, identify opportunities for improvement, recommend and implement solutions to achieve improved patient experience; direct and oversee effectiveness of teams to meet established patient experience goals. Aid in the development and achievement of department goals and objectives that are consistent with the mission and vision
- EVALUATE - Evaluate results to identify opportunities for improvement in customer satisfaction, patient experience and patient advocacy; provide recommendations, action plans, and timelines for improvement. Collaborate with managers to review results and develop division strategies for improvement in employee performance; assess employee engagement and physician satisfaction as related to patient experience; oversees patient experience/engagement scorecard, employee engagement scorecard by facility, and reports quarterly to senior leadership
- CUSTOMER SATISFACTION – Work collaboratively with and manage assigned areas to optimize customer satisfaction ensuring complaints and grievances are addressed, including evaluating and initiating process improvement
- MANAGE - Manage large scope, highly complex projects, diverse workgroups, data gathering and reporting with organization-wide visibility and impact; demonstrate ability to function independently using strong time management and organizational skills
- ADMINISTRATION - Perform various administrative functions such as monitoring expenditures and preparing reports and correspondence; may participate in a variety of research projects to develop service plans; may propose changes to program policies and procedures
- BUDGET - Assist in the annual budget planning process and regularly monitor expenditures
- DEVELOPMENT - Enhance professional growth and development through participation in educational programs, reading current literature, attending in-services, meetings and workshops
Education:
Essential:
Nonessential:
Education specialization:
Essential:
Nonessential:
Experience:
Essential:
5 years directly related experience
Nonessential:
No preferred experience
Credentials:
Essential:
- Not Applicable/Not Required
Physical Conditions:
Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Working conditions:
Essential:
- Minor Hazard - physical risks, dirt, dust, fumes, noise
- Subject to an annual contract and performance appraisal
