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Title

Customer Experience Program Manager (DH2104) 

About the Organization Thank you for your interest in exploring the professionally rewarding and personally fulfilling benefits with Tuba City Regional Health Care Corp. We look forward to continuing our discussion about the opportunity and purpose health professionals experience as valued members of TCRHCC team.

A TCRHCC career offers a chance to live and work within or near Native communities, providing clinicians/nurses/administrators with a unique opportunity to learn the heritage of the tribes we serve, discover traditions that have been carried down for generations and gain cultural insight into the beliefs and values of a deserving and appreciative patient population.
 
Description

POSITION SUMMARY

This position must plan for the development, assessment and implementation of the Employee-Patient Experience Program. Implementation will be guided by metrics specific to healthcare operational systems and healthcare management. Position will have knowledge of healthcare programs including risk management, data abstraction, regulatory compliance and health care safety programs. Position will monitor and ensure Employee-Patient Experience programs and Patient Advocacy technical assistance provided to ensure compliance of performance improvement momentum forward on behalf of our Service Unit Area (SUA). Position will serve as the Point of Contact (Manager) for the Employee-Patient Experience program. Position will coordinate Employee-Patient Experience program through support (Financial - Budget, Manpower - Representation, Policies/Procedures, etc.) of Senior Leadership, Department Heads and the Board of Directors through the ‘Tradition of Excellence’ and collaborative work of increasing our patient centered rating proactively. Additional functions of this position: Impartially investigate, resolve, and document all outcomes and reports organization-specific patient care complaints and concerns to the CQO and appropriate leaders. Provides accountability and variance analysis (benchmarking) of Employee-Patient Experience outcomes and patient/visitor concerns in accordance to regulatory agencies (e.g. federal, state, and tribal) accreditation standard requirements and organizational needs.

ESSENTIAL FUNCTIONS:

  1. Oversees the development, planning and administration of the Patient-Employee Experience program throughout the organization, with association and collaboration from the Data Base Analysts, PI Data Abstractor/Coordinator, Chief Quality Officer (CQO) on clinical performance improvement measurements. For example: Core Measures, Patient Satisfaction Surveys in-house and contracted, Employee and Patient Engagement metrics/survey results, Patient Complaints/Concerns, Reports provided within performance improvement committees, safety committee, nursing committees and patient centered medical home model committees to promote patient centered quality outcomes and compliance.
  2. Provides administrative, management and technical supervision of the Patient-Employee Experience program, and identifies challenges, prioritizes efforts, develops expectations of programs, as well as timeliness for completion of quality measurement and outcome reports.
  3. Maintains ongoing communications with department leaders to ensure they comply with Patient-Employee Experience program related data for organizational reports submitted to the Board of Directors.
  4. Implements systems and processes for documenting and monitoring Employee-Patient Experience program information.
  5. Serves as the primary point of contact for the Employee-Patient Experience program, ensuring those serving within leadership roles are aware of activities, and performances relevant to hospital-wide indicators affecting the Employee-Patient Experience program and monthly reports submitted on behalf of the organization.
  6. Coordinates the systematic development, review, revision of the ongoing development of the Leadership Academy Training Program and related patient experience programs.
  7. Coordinates with the CQO or designee in resolution of patient care concerns, grievances, and requests for patients and visitors by responding to submitted patient care concerns, complaints or suggestions. Documents patient and visitor concerns by including patient demographics data, synopsis of incidences, actions taken to resolve outcomes and database entry.
  8. Composes professional letters or e-mails to patients, visitors, providers and Senior Leadership in accordance to the complaints and grievances in accordance with the Patient/Family policy.
  9. Analyses patient care concerns and grievances data and collaborates with the CQO, Senior Leadership and staff on a monthly basis. Assists in the preparation of annual and quarterly executive reports for Senior Leadership and presents data to department managers.
  10. Identifies systems related problems, via patient and visitor data and works collaboratively with physicians, administrators, staff and CQO or designee to resolve issues.
  11. Maintains, develops a consultant relationship with clinics and departments to build and sustain an Employee-Patient Experience focused culture.
  12. Participates as a presenter in the New Employee General Orientation and Mandatory Annual Training Programs.
  13. Conducts other organization-wide Quality Assurance and Performance Improvement contacts relating to the Employee-Patient Experience Program, as appropriate to promote quality healthcare provisions and regulatory compliances.
  14. Serves as a member of related committees with relevant data that impacts TCRHCC’s Service Unit Area (SUAs) healthcare services recipients. As appropriate identifies facility-wide issues and recommends appropriate action.
  15. Researches and assesses allegations of unacceptable patient care and provides recommended solutions, implementation monitoring and follow-up.
  16. Responsible for the management, development, administration, evaluation, and documentation of the Employee-Patient Experience program/initiatives for TCRHCC.
  17. Responsible for oversight for orientation and education of TCRHCC staff of the Employee-Patient Experience Program and Patient Advocacy to provide overview of the potential impacts to risk, quality, safety measures within the organization.
  18. Complete all patient care documentation in the electronic health record entries accurately and in real-time.
  19. Possesses the ability to read, analyze and interpret complex documents Possesses excellent analytical skills including analysis, interpreting, planning, organizing and responding effectively to the most sensitive inquiries and complaints.
  20. Possess strong interpersonal interactions; must have the ability to handle difficult and angry people constructively; confident interactions with managers, providers, and Senior Leadership.
  21. Possesses excellent verbal and written communication skills and demonstrates the ability to present data and information.
  22. Respects diverse views and approaches maintains an environment of transparency, and professionalism when addressing patient care concerns and complaints throughout the organization and our Service Unit Area recipients.
  23. Knowledge of Tuba City Regional Health Care Corporation (TCRHCC) mission, healthcare agencies, hospital self-assessment programs and The Joint Commission (TJC) accreditation requirements, including performance improvement, risk management, infection control, safety, patient safety (and National Patient Safety Goals) and utilization review.
  24. Knowledge of the Privacy Act, Health Insurance Portability and Accountability Act (HIPAA), safety, security and claims investigation, patient advocacy/ombudsman policies and procedures.
  25. Participates in departmental workflow and or testing teams as related to electronic health record or other project initiatives.
  26. Ensure proper PPE is worn at all times while on duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering facepiece respirator or higher, if available), and eye or face shield. 
  27. Perform other duties as assigned.

MENTAL AND PHYSICAL EFFORT

The physical and mental demands described herein are representative of those that must be met by a professional employee to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical:

This position requires an individual of high energy who can maintain a long and flexible schedule to meet the management requirements. The physical requirements include; may sit at a desk for long periods of time, long periods of sitting in meetings; intense work on a personal computer, frequent walking to interact with staff within the facility, and occasional reaching, bending, and light lifting. Must be able to hear and talk over the telephone and in person with others.

Mental:

Uses independent judgment and analytical skills to make decisions that impact operations, finances and customer service within the organization.  The incumbent must have the ability to perform in structured and unstructured environments and possess a keen attention to detail and propose practices/mechanisms to enhance customer satisfaction.

 
Position Requirements

NECESSARY QUALIFICATIONS

Education:

  • Must have a Master’s Degree (MPA, MBA, MPH, MHA, or healthcare related master’s degree)

Experience:

  • Must have five (5) years of experience in customer relations as it relates to the Patient-Employee Experience or Patient Advocacy within a healthcare setting.

Certification:

  • Certified Professional in Healthcare Quality (CPHQ) – Must obtain within two years
  • Certified Professional in Healthcare Risk Management (CPHRM) – Must obtain within two years
  • Certified Join Commission Professional (CJCP) – Must obtain within two years

Other Skills and Abilities:

A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. All employment references must address and indicate success in each one of the following areas:

  • Positive working relationships with others.
  • Possession of high ethical standards and no history of complaints.
  • Reliable and dependable; reports to work as scheduled without excessive absences.
  • Ability to work under conditions of frequent interruptions. Ability to work with minimal supervision and adaptability with high tolerance for ambiguous work situations.
  • Team attitude; with exceptional interpersonal communication skills.
  • Ability to positively motivate individuals and teams to meet or exceed project expectations.
  • Demonstrates positive relationships with hospital management, the medical staff, the nursing staff, and other hospital employees.
  • Demonstrates strategic vision with sound technical skills and analytical ability.
  • Demonstrates proficient skills in the use of Microsoft Office software (Word, Power Point and Excel); electronic healthcare record applications.
 
Close Date 11/6/2021  
EOE Statement The Tuba City Regional Health Care Corporation (TCRHCC) is committed to equal opportunity employment. In accordance with the Navajo Preference in Employment Act (NPEA) and TCRHCC policy, preference is given to qualified Navajo and Native American candidates. Those applicants requiring reasonable accommodations(s) during the application and/or interview process should notify a representative in the Human Resources Department.  
Exempt/Non-Exempt Exempt  
Full-Time/Part-Time Full-Time  
Location Tuba City Regional Health Care Corporation  
Navajo/Indian Preference Applicants who are enrolled members of the Navajo Nation and who meet the necessary qualifications for this position will be given preference in hiring and employment for this position.  
Open Date 8/20/2021  

This position is currently not accepting applications.

To search for an open position, please go to http://TubaCityRegionalHealth.appone.com



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