% of Time

(annually)

Key Accountability

• Assists with patient experience training of team members and new hires within the assigned territory

• Rounds on patients and families to gather real time feedback and perform service recovery

• Implements short and long range patient satisfaction improvement strategies and objectives consistent with the goals of the enterprise

• Assists in assuring that approved goals and objectives are met

• Tracks and reports patient experience performance reviews scores

Key Accountability

• Utilizes good, cost-effective judgment with discretionary expenditures

• Stays abreast of trends and developments in the field by reading appropriate literature and attending seminars, training programs or related conferences

• Ability to establish and maintain effective working relationships with all staff; affiliated physicians, and business, industry, community and other professional groups

• Maintains regular and consistent attendance at work

Key Accountability

• Adhere to all UnityPoint Health personnel policies and procedures and safety guidelines

• Behave in a manner consistent with all Corporate Compliance policies and procedures

• Performs other related duties as assigned
  

Basic UPH Performance Criteria

• Demonstrates the UnityPoint Health Values and Standards of Behaviors as well as adheres to policies and procedures and safety guidelines.

• Demonstrates ability to meet business needs of department with regular, reliable attendance.

• Employee maintains current licenses and/or certifications required for the position.

• Practices and reflects knowledge of HIPAA, TJC, DNV, OSHA and other federal/state regulatory agencies guiding healthcare.

• Completes all annual education and competency requirements within the calendar year.

• Is knowledgeable of hospital and department compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse. Brings any questions or concerns regarding compliance to the immediate attention of hospital administrative staff. Takes appropriate action on concerns reported by department staff related to compliance.

Minimum Requirements

Identify items that are minimally required to perform the essential functions of this position.

Preferred or Specialized

Not required to perform the essential functions of the position.

Education:

Experience:

• 
  A minimum of 3 years of professional experience that has allowed the candidate to grow in knowledge of customer service, patient relations, training and development experience.

• Experience with The Studer Group, Baptist Leadership Group, Ritz Carlton, the Beryl Institute or other customer service thought leader strongly encouraged.

License(s)/Certification(s):

Knowledge/Skills/Abilities:

• 
  Knowledge of customer service theories and practices, and knowledge of health care services and patient relations required.

• Proficient with on-line patient experience improvement tools and report generation highly preferred.

• Assists in the development of strategic action plans to support patient experience goals of the enterprise and evaluate performance of customer service initiatives against those goals

• Offers support to collaborative colleagues in the development of reward and recognition programs as related to patient experience

• Computer proficiency. Preferably will have prior experience with a database software application. Must be willing to become proficient in other computer software applications as needed

• Strong verbal and written communication experience and skills

• Comfortable presenting to groups of all sizes in a training capacity

• Ability to facilitate focus groups and other conversation to be inclusive of participants and draw out key information

• Must possess excellent professionalism, guest relations and interpersonal skills necessary for effective leadership and to represent the entire health system

• Demonstrates tact, diplomacy, and discretion in dealing with confidential information

• Must demonstrate the ability to maintain a universal, system-wide, cross-continuum perspective

• Recognizes the interdependence and connections between the various system entities

• Must be able to form effective working relationships with colleagues across all regions

• Keen attention to detail to provide constructive feedback in secret shopping initiatives to offer insight to operational teams and leaders

Other: