Director Patient Experience and Advocacy

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.