Director of Patient Support Services

Job Description

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 Director of Patient Support Services is responsible for Interpreter, Volunteer, Spiritual Care Services, Patient Relations, 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 Director is responsible for achieving and maintaining competent, cost-effective services, guided by relevant regulatory bodies across the enterprise. The Director is responsible for the developing, implementing, and evaluating tactics and standard work focused on quality, safety, experience, and efficient operational strategies consistent with UC Health goals.

Responsibilities

Operational Performance/Operating Plan Results. Measures outcomes objectively. - 15%

• 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.
• Promotes excellence in areas of responsibility and standard work processes that facilitate a patient centered approach throughout the healthcare continuum and the enterprise.
• Develops and maintains dashboards, action plans, and other operational tracking and communication tools.
• Ensures compliance to federal, state, and local regulatory standards.
• Administrator on call as assigned; demonstrates competence in Emergency Management.

Leadership - 15%

• 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 - 15%

• 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 respectfully. Values others opinions.
• Actively participates in regular staff and leadership meetings for areas of responsibility.
• Identifies change opportunities. Consistently considers the need for innovation, improvement, and initiates efforts to explore alternative solutions. Takes action to improve organizational culture, processes, and services; translates new ideas into concrete action plans and deliverables.
• Removes barriers and resistance. Assists with problem solving. Helps team members overcome resistance to change and transition to a new state.
• Conducts regular leadership rounds, identifying and collaborating with the patient care teams in resolving issues and concerns in a timely manner.
• Identifies and offer resources to the Ethics Team from Spiritual Care.

Human Resources - 15%

• Management and alignment of talent, including all required documentation.
• Accountable for effective retention and recruitment of qualified staff. Meet turnover and retention goals. Supports growth and development for staff, volunteers, and students.
• Facilitates the development of a diverse workforce through recruitment, promotion, and cultivation of talent.
• Develops and review standard policies and procedures, job descriptions, and competencies as necessary for areas of responsibility.
• Consistently administers UC Health personnel policies, hires, recommends promotional opportunities, and handles progressive discipline processes as needed.
• Ensures employee concerns are heard within the timeline determined by HR and hospital administration.

Relationships/Customer Service. Understands, meets and exceeds customer needs. - 15%

• Ensure a culture of service that values the mission, vision, beliefs, attitudes, diversity, and customs in support of those seeking our services across the enterprise.
• Patient Satisfaction. Monitors satisfaction through dashboard and rounding and identifies opportunities for improvement in performance and customer needs. Identifies targeted areas and develops action plans for quantifiable improvement in patient satisfaction scores that align with organization's goals.
• 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.
• Evaluate performance and trends. Has regular touchpoints with each direct report to discuss progress toward goals, review performance and address concerns. Escalate to formal meetings as the need arises.
• Develops direct reports. Helps direct reports identify their strengths and leverage them for greater performance and contribution. Guides development. Provides guidance and positive models to help others develop; collaboratively creates development plans.

Business Acumen/Operations - 15%

• Planning/Forecasting. Establishes and commits to a long-term operating and business strategies after considering clinical and financial data, resources, market drivers and organizational needs. Executes strategic growth opportunities in alignment with UC Health strategy.
• Financial Management. Facilitates the development and monitoring of operating and capital budgets for all applicable cost centers. Meets financial goals and contribution margins. Meets budget entry deadlines.
• Benchmarking. Collaborates with multidisciplinary teams and organizational resources to identify opportunities benchmarks for areas of responsibility. Plans and provides oversight for managing to benchmark such as staffing levels, productivity, quality measures, costs, length of stay, and satisfaction.
• Collaborates with managers and multidisciplinary team to develop standardized operating protocols and processes that support evidence-based practice. Actively serves on medical, hospital, and UC Health committees.
• Project Management. Balances multiple projects at the same time and able to delegate when appropriate.

Job Specific Duties - 10%

• Acts as the Liaison between UCMC and the Auxiliary. Works closely to coordinate events, fundraising projects, and associated contracts to assure alignment with UC Health core strategies and operational goals.
• Assures alignment of patient rights and practices standards across the system as it relates to the care of the Limited English-Speaking patients and their families.
• Support the development of spiritual care programs that support the diverse needs of patients, families, associates and enterprise stakeholders.
• Assures that all regulatory requirements of patient relations are properly maintained, including thorough documentation and the identification of any trends in tandem with Patient Experience colleagues.
• Interacts with area schools and agencies to recruit volunteers to augment non-clinical roles and functions at UC Health.
• Assures all programs within their scope of responsibility meet organizational needs, goals, and standards. Provides education about the program to the associates and community as indicated.

Qualifications

Minimum Required: master's degree - master's degree in relevant field (i.e. MBA. MHA, Communications, Public Relations, Social Sciences, or Human Services) | Minimum Required: 3 - 5 Years equivalent experience. | Preferred: 6 - 10 Years equivalent experience