Manager Patient Centered Services

WVU Medicine; Burbank (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

BMC Berkeley Medical Center is seeking a leader to oversee Guest Relations and Patient Advocacy. The role guides daily operations, policy development, and service improvement to ensure an exceptional patient experience.

Responsibilities include budgeting, staff mentoring, and interdepartmental collaboration to meet accreditation standards while enhancing service quality and patient satisfaction.

Qualifications

• Bachelor’s degree in healthcare, nursing, business, or related field.
• Five years of healthcare experience.
• Master’s degree in healthcare, nursing, business, or related field preferred.
• Experience with project management and leadership.

Responsibilities

• Provides leadership and oversight of daily operations for Guest Relations and Patient Advocate.
• Plans, develops, implements and evaluates services including personnel management and policy development.
• Oversees Patient Rights and Responsibilities to meet accrediting and regulatory standards.
• Proactively engages patients via rounding and visits to promote excellent experience.
• Oversees grievance processes to meet CMS, TJC, and state requirements.
• Leads group facilitation and problem solving to reduce service breakdowns.
• Delivers education and training on patient-centered practices.
• Drives patient experience improvements through project management.
• Conducts guest shopping and observations of patient-centered practices.
• Provides data for trend analysis related to patient grievances.
• Assists with annual department non-salary, FTE, and capital budgets.

Skills

Communication

Leadership

Cross-functional

Facilitation

Conflict resolution

Education & training

Patient advocacy

Data visualization

Relationship building

Education

Bachelor’s degree in healthcare, nursing, business, or related field

Master’s degree preferred

Job description

MINIMUM QUALIFICATIONS

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Bachelor’s degree in healthcare, nursing, business, or related field.

EXPERIENCE:

1. Five (5) years of Healthcare experience.

PREFERRED QUALIFICATIONS

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Master’s degree in healthcare, nursing, business, or related field preferred.

EXPERIENCE:

1. Experience with Project management.
2. Experience providing education and training.
3. Five (5) years of Leadership experience.

CORE DUTIES AND RESPONSIBILITIES:

The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1. Provides leadership and oversight of daily operations for the Guest Relations Department and Patient Advocate.
2. Plans, Develops, Implements, and evaluates services as well as personnel selection, mentoring, performance appraisals, and interdepartmental and intradepartmental activities including policy and procedure development, process improvement, customer relations, service, quality, and departmental goals
3. May oversee Patient Rights and Responsibilities standards across the organization to assure practices are in place to meet all accrediting bodies and regulatory agencies.
4. Provides proactive approach to patient relations and patient advocacy through rounding and patient visits to proactively mitigate issues and promote an excellent experience.
5. Oversees the grievance process to assure all CMS, TJC, state and other regulatory requirements are met.
6. Provides group facilitation and inter-group problem solving techniques to understand causes of patient grievances and other service breakdowns and facilitates actions to reduce future occurrences and improve patient experience.
7. Provides education and training on improving practices to enhance the patient experience, including communication with patients and patient centered practices.
8. Identifies opportunities to enhance service and leads patient experience improvement initiatives, providing project management for customer and patient improvement initiatives.
9. Conducts guest shopping and observations of patient centered practices.
10. Assures adequate and useful data is provided for trending and analysis related to patient grievances.
11. Prepares or assists with preparing annual department non-salary expense budget, FTE budget and capital expense budget. Assures fiscal responsibility of the department.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Cognizant of environmental factors, infection control issues and maintains a safe environment.

SKILLS AND ABILITIES:

1. Excellent communication skills, both verbal and written.
2. Demonstrated ability to lead others and achieve results..
3. Ability to work well with all levels of the organization in promoting patient advocacy and addressing issues related patient complaints/grievances to assure resolution and reduce future occurrences.
4. Demonstrated ability to provide group facilitation and inter-group problem solving skills.
5. Experienced and skilled with conflict resolution.
6. Skilled in education and training with ability to engage others.
7. Ability to serve as a role model and champion of patient centeredness and service excellence.
8. Possesses computer skills for aggregation and analysis of data with ability to create professional presentations.
9. Skilled at building relationships and promoting engagement to advance goals.

Additional Job Description

Scheduled Weekly Hours:

40

Shift:

Exempt/Non-Exempt:

United States of America (Exempt)

Company:

BMC Berkeley Medical Center

Cost Center:

405 UH Quality Management

Address:

2500 Hospital Drive

Martinsburg

West Virginia

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively “WVUHS”) is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.