MedStar Health

About this Job

General Summary of Position

The Director of Patient Advocacy and Patient Experience at MedStar Georgetown University Hospital is responsible for overseeing the daily operations of the Patient Advocacy and experience department. The director will have responsibility and accountability for the management and direction of the Advocacy team and Patient Experience Coordinators focusing on adherence to regulatory rules regarding patient complaints and grievances. The director is also responsible for investigating and managing executive grievances and compliments including the writing of acknowledgement and resolution letters. The director serves as the point person for complaints and grievances relating to MGUH that also involve other MedStar entities. Responsibilities also include the oversight of the Service Recovery program billing disputes and insurer grievances in partnership with the quality and safety department.The Director also has oversight of the operations of the guest services department and partners with the manager of patient experience on initiatives to enhance the overall patient experience at MGUH.

Primary Duties and Responsibilities

• Manages all aspects and functions of the Office of Patient Experience within the Patient Advocacy and Experience division in partnership with the Manager of Patient Experience and Executive Director of Patient Advocacy and Experience.
• Develops department goals objectives policies and procedures. Ensures compliance with business unit policies and procedures and governmental and accreditation regulations based on specific site needs.
• Selects trains orients and assigns department staff. Develops standards of performance evaluates performance and conducts performance management planning. Initiates or makes recommendations for personnel actions. Maintains ongoing communication with subordinates to review programs provide feedback discuss new developments and exchange information.
• Rounds on units (patients and associates) to receive feedback and assess program needs related to any patient's complaints or grievances.
• Leads the patient advocacy program and ensures that Patient Rights are honored. Serves as a catalyst for constructive organizational changes in the context of patient satisfaction by collecting and distributing data and facilitating implementation of process improvement initiatives.
• Leads grievance and complaint management with direct collaboration with the center for patient safety regulatory risk and other clinical departments as needed. Collaborates with division leadership (Patient Experience Guest Services Volunteer services) to ensure a positive patient experience.
• Communicates immediate concerns to team for resolution in accordance with CMS and hospital policies.
• Tracks and monitors trends in patient advocacy data base for performance improvement and action planning.
• Leads the hospital's Guest Services team ensuring guest services serves as the first impression to all customers; greeting customers promptly with a warm reception and eagerness to serve maintaining a patient/visitor focused environment looking up procedure locations personally escorting guests when appropriate explaining available services and performing service recovery when needed.
• Participates in multidisciplinary quality and service improvement teams as appropriate.
• Participates in meetings serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate.
• Support hospital processes during codes disasters computer downtimes. Direct customers provide information and support.
• Performs other duties and responsibilities that are appropriate to the position and area. The above responsibilities are a general description of the level and nature of the work assigned to this classification and is not to be considered as all-inclusive.

Minimal Qualifications

Education

• Bachelor's degree BA/BS degree in healthcare related field/marketing/business administration required or
• Master's degree MA/MS/MBA degree preferred

Experience

• 8-10 years of management/leadership experience inclusive of at least 5 years of academic medical center experience in customer service related field required and
• Strong analytical/statistical background required
• Hospital experience preferred

Knowledge Skills and Abilities

• Customer service training;
• Leadership skills;
• Ability to manage a team;
• Ability to read and write English fluently;
• Knowledge of medical terminology;
• Exceptional interpersonal and communication skills;
• Ability to prioritize and multitask in a potentially stressful environment organize work and be self-directed;
• Ability to facilitate positive outcomes in all scenarios;
• Ability to navigate Microsoft Office Suite RLS Tableau NRC Picker the internet and hospital based computer systems (Invision Centricity and Amalga;
• Customer focused a people person a motivator detail oriented and have excellent project management skills.

This position has a hiring range of

USD $95,014.00 - USD $182,124.00 /Yr.

In addition to your salary, MedStar Health offers a comprehensive healthcare package (including medical, dental and vision subject to eligibility requirements) and other benefits. The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by MedStar Health. MedStar Health is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.

The hiring range is the range MedStar Health, in good faith, believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on work experience, education and/or skill level, etc. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in MedStar Health's sole discretion unless and until paid and may be modified at MedStar Health's sole discretion, consistent with the law.

Why MedStar Health?

At MedStar Health, we understand that our ability to treat others well begins with how we treat each other. We work hard to foster an inclusive and positive environment where our associates feel valued, connected, and empowered. We live up to this promise through:

• Strong emphasis on teamwork—our associates feel connected to each other and our mission as an organization. In return, our effective team environment generates positive patient outcomes and high associate satisfaction ratings that exceed the national benchmark.
• Strategic focus on equity, inclusion, & diversity—we are committed to equity for all people and communities. We continue to build a diverse and inclusive workplace where people feel a sense of belonging and the ability to contribute to equitable care delivery and improved community health outcomes at all levels of the organization.
• Comprehensive total rewards package—including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
• More career opportunities closer to home—as the largest healthcare provider in the Baltimore-Washington, D.C. region, there are countless opportunities to grow your career and fulfill your aspirations.

About MedStar Health

MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C. region, while advancing the practice of medicine through education, innovation, and research. Our team of 32,000 includes physicians, nurses, residents, fellows, and many other clinical and non-clinical associates working in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest home health provider in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar Health is dedicated not only to teaching the next generation of doctors, but also to the continuing education, professional development, and personal fulfillment of our whole team. Together, we use the best of our minds and the best of our hearts to serve our patients, those who care for them, and our communities. It’s how we treat people.

MedStar Health is an Equal Opportunity (EO) Employer and assures equal opportunity for all applicants and employees. We hire people to work in different locations, and we comply with the federal, state and local laws governing each of those locations. MedStar Health entities that are federal government contractors are Equal Opportunity and Affirmative Action employers. MedStar Health makes all decisions regarding employment, including for example, hiring, transfer, promotion, compensation, benefit eligibility, discipline, and discharge without regard to any protected status, including race, color, creed, religion, national origin, citizenship status, sex, age, disability, veteran status, marital status, sexual orientation, gender identity or expression, political affiliations, or any other characteristic protected by federal, state or local EO laws. If you receive an offer of employment, it is MedStar Health's policy to hire its employees on an at-will basis, which means you or MedStar Health may terminate this relationship at any time, for any reason.