Job Opportunities in United States

Overview: Qualifications: Responsibilities:

• Embodies the Memorial Health values of Safety, Quality, Integrity and Stewardship that support our mission and vision

• SAFETY: Prevent Harm - I will put safety first in everything I do. I will speak up, without fear, on matters of patient and colleague safety. I will take action to create an environment of zero harm.

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  QUALITY: Improve Outcomes - I will continually advance my knowledge and skills. I will seek out continuous improvement opportunities. I will deliver evidence-based care that leads to excellence in outcomes.

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  INTEGRITY: Show respect and Compassion - I will respect others and show compassion. I will behave honesty and ethically. I will be accountable for my attitude, actions and health.

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  STEWARDSHIP: Reduce Waste - I will use resources wisely and maintain financial stability. I will work together to coordinate care and services across the health system. I will promote healthier communities.

• Ensures fulfillment of mission and progress towards vision. Exhibits behaviors consistent with MH values, and ensures strategic plan is cascaded throughout the organization to achieve desired business outcomes.

• Builds and maintains a cohesive team. Provides leadership, direction and support for SMH Waiting Room Attendants, SMH Front Lobby Assistants and Patient Experience team including onboarding of new colleagues, monthly updates, triaging of work, appropriate staffing level expectation setting, resource allocation and follow through of assignments. Interprets polices, objectives and operational procedures and represents them in a positive manner.

• Coaches and develops colleagues to their fullest potential, providing educational and developmental opportunities as needed. Equips colleagues to fully utilize the time, talent, technology, and resources available to them to ensure maximum effectiveness and efficiency. Annually evaluates the performance of colleagues. Develops and implements succession plans for team.

• Oversees all primary SMH waiting rooms ensuring guests are provided a safe and comfortable area to rest during their time on the SMH campus. (7C ICU waiting, 6C ICU waiting, 5C ICU waiting, 2C ICU waiting, Main Lobby waiting, Garden Lobby waiting).

• Responds to concerns and/or complaints from patients, the public, medical staff, subordinates, and/or other hospital employees pertaining to assigned areas; researches and investigates issues; prepares written or oral responses as needed.

• Serves as the subject matter expert and internal patient satisfaction consultant to all SMH departments with primary responsibility for providing direction to inpatient, ambulatory services, emergency and surgery teams and department leadership. This will include but it is not limited to:

• Defines customers’ requirements, based on analysis of customer feedback
• Evaluates the capability of their internal processes to meet their customer’s requirements
• Helps facilitate those process improvements which most directly contribute to improvements which most directly contribute to improving patient satisfaction
• Monitors performance in order to sustain patient satisfaction gains and continuously improve their key processes which drive satisfaction
• Utilizes statistical and other quantitative tools and methods to identify opportunities for improvement in our processes and practice that impact patient satisfaction.

• Works collaboratively with Security department and other hospital staff to de-escalate patients and visitors for a safe and compassionate environment.

• Builds trust and fosters collaboration and communication with the medical staff. Meets regularly with staff to encourage open communication, requests input and provides feedback.

• Evaluates effectiveness of offerings and services and makes adjustments accordingly. Reports and analyzes metrics in order to understand utilization, impact and improvement opportunities.

• Ensures compliance with all regulatory agencies governing health care delivery and the rules of accrediting bodies by continually monitoring all operations, programs and physical properties; initiates changes when required.

• Participates in community outreach and networking programs. Participates in local civic organizations, clubs and activities whose purpose may be in concert with, or benefit to, Memorial Health.

• Maintains professional growth and development through continuing education, seminars, workshops and professional affiliations.

• Performs other related work as required or requested.