Administrative Manager for Patient Experience - St. Barnabas : Job Details

PRINCIPAL MISSION: The Administrative Manager for Patient Experience is charged with managing data for Patient Experience and orchestrates DRIVE functions. He or she is responsible for updating and monitoring DRIVE related databases and for the provision of computerized reports of these data. PRINCIPAL DUTIES AND RESPONSIBILITIES: The Administrative Manager assists the Assistant Vice President/Chief Experience Officer and prioritizes work in line with DRIVE management decisions. The responsibilities of the Administrative Manager is to manage DRIVE reports and data through review and auditing of filed reports, data and data bases in order to determine compliance with hospital guidelines and stated goals. The Administrative Manager is responsible for daily operations for Concierge and ensures that patient experience programs and projects such as Telehealth are approved, timely implemented, monitored and documented. Prepare and complete eTime and other services for Patient Experience. Responsible for overall office management. RESPONSIBILITIES

Promote a safe, cooperative and professional health care environment to ensure optimum patient care (as per HR Policy 113c).

Adheres to all hospital policies, procedures, rules and regulations, including but not limited to, absenteeism, ETIME, cellular telephone usage, dress code and rules of conduct.

Makes Customer Servicea priority, treating customers (patients, visitors, and co-workers) in a professional manner exercising courtesy and tact. Effectively communicates with patients and others about SBH services in their area(s) of expertise or responsibility and ensures that concerns, questions or issues reach the right person(s) in SBH in a timely fashion.

Demonstrates the standards of performance and behaviors consistent with the DRIVE to Patient-Centered Excellence.

Prepare various NRC Picker reports regarding HCAHPS performance for Assistant Vice President/Chief Experience Officer in assessing organizational goals.

Operational supervision of staff including discussing job performance to identify causes and issues to resolve stated &/or potential problems. Provide employees with guidance in handling difficult or complex problems or in resolving escalating complaints or disputes. Make recommendations concerning staffing issues and procedural changes to senior leadership. Draft annual performance review and recommend appropriate personnel action. Research and prepare reports/investigations required by Sr. administration and/or other entities. Facilitate productivity to overcome difficult aspects of work. Consult with administrative staff to resolve problem with equipment performance and work schedule. Arrange for necessary maintenance or repair work. Discuss work problems or grievances with HR and potentially Union Representative. Scheduling and maintaining accurate records of vacation, elective and sick time. Develop work schedule according to budget and work load. Review Time off Request ensuring minimal OT prior to submitting for administrative approval for Concierge. Train &/or instruct on new policies and arrange trainings with in-services such as for POC system, language line, etc.

Track and submit Healthstream in-service compliance for the Departments staff reporting to the Assistant Vice President/Chief Experience Officer and to Sr. VP.

Serve as designee for the Assistant Vice President/Chief Experience Officer in meetings and in general represents the Assistant Vice President/Chief Experience Officer as assigned. Works on budget and office matters. May be called upon for related community activities.

Perform other duties as may be assigned.

The above statements reflect the general duties considered necessary to describe the principle functions of the job as identified, and shall not be considered as a detailed description of all work requirements that may be inherent in the job. QUALIFICATIONS:Education Required: requires a BS/BA Experience/Skills Required:

Strong writing skills to prepare narrative reports

Excellent working knowledge of various software (e.g., excel, word, power-point); the candidate should as well have an affinity to working with databases.

Strong interest in customer services and/or community relations as evidenced by earlier employment or documented service.

Ability to work unsupervised taking responsibility for own actions; consistency in delivering positive results, following through from start to finish

WORKING CONDITIONS: May be required to work on weekends and on hospital evening tour as part of the patient experience review.