DUTIES:The Director of Patient Relations and Guest Services is responsible for planning, organizing and managing the staff and oversight of Patient Experience which includes but not limited to: Patient Advocacy, Concierge, Patient Satisfaction Programs, Press Ganey HCAHPS activities as well as staff training and the UHB's Patient Complaint process. Reporting to the AVP for Patient Experience, the Director will serve as a primary service excellence coach to hospital staff, applying proven industry strategies to achieve sustainable improvements in patient experience and customer service.PRIMARY RESPONSIBILITIES INCLUDE:Develop and implement hospital-wide policies and procedures management of and response to patient care concerns. Implement practices to improve communications, efficiency and customer satisfaction within the hospital. Advocates for patients and families. Collaborate with other departments (Volunteer Services, Pastoral Care, Social Work, etc.) to deliver a broad scope of patient experience programs. Track concerns and issues, identify trends and prepare Patient Experience reports for Administration and Senior Leadership. Prepare and monitor budgets, allocate funds and monitor staffing and other expenses to ensure operation within budget. Serve as educator for patient rights and service excellence. Build and maintain productive intra-departmental work relationships to optimize operations. Prepare analyses of patient survey data including comment reports. Ensure operating compliance with government and agency regulations. Supervise staff in their handling of patient concerns and complaints to satisfy state and federal regulations and to maximize service recovery and patient satisfaction. Manage other departmental functions related to patient rights including management of language interpretation services program. Select, develop and manage and evaluate direct reports.(DUTIES AND RESPONSIBILITIES ARE NOT LIMITED TO THE ABOVE POSITION DESCRIPTION)QUALIFICATIONS:REQUIRED: Master's degree in Business Administration with a minimum of seven (7) years progressive experience, including patient/customer relations management, hospitality, service excellence, quality management. Strong computer skills/knowledge of Microsoft Suite and Complaint Management systems. Strong communications, interpersonal and group facilitation skills. PREFERRED: Prior Nursing/or Social Work background.Additional Info: * Represents Location Pay for full-time appointees. Hours of work: 9AM-5PM; Days of work: Monday to Friday. Hours per week 37.5Closing Date: Open Until FilledSTATE UNIVERSITY OF NEW YORK IS AN EQUAL OPPORTUNITY / AFFIRMATIVE ACTION EMPLOYER
SUNY Downstate's College of Medicine, Health Related Professions, Nursing and its School of Graduate Studies offer students a broad professional education that will prepare them for practice or careers in any location and community. This education provides exceptional opportunities for those students with a commitment to promoting health in urban communities and addressing the complex challenges o...f investigating and preventing diseases that confront clinicians, educators, and researchers in such an environment. This special aspect of Downstate's unique mission is reflected in the students it attracts and selects, the vast majority of whom are drawn from the New York City Metropolitan area. Many of these students are members of minority and cultural groups underrepresented in the health professions, and/or come from families of first-generation immigrants or from economically disadvantaged backgrounds.