Description

To provide leadership and coordinate strategies that enhance the patient experience and promote a culture of service excellence throughout the Medical Center consistent with patient-and family-centered care. Collaborate with all units and departments to support their role in improving the patient experience.To direct an effective hospital volunteer services program that contributes to a culture of service excellence. The volunteer program is designed to support and augment the Medical Center staff in achieving quality health care and an excellent experience for the benefit of patients, families and community. Core Competencies

Leads the patient experience process, including organization of patient survey data for management teams

Ensures a daily culture geared toward providing an excellent patient experience.

Collaborates with management and shared decision-making councils on strategies that promote service excellence and enhance the patient experience.

Implements and monitors patient experience results and makes changes as indicated that improve the overall patient experience.

Assists managers with understanding patient experience survey reports and trends and ensures the the organization’s targets and national benchmarks are met.

Works with operating department managers and shared decision making councils to assure effective understanding and use of patient experience trends and changes in order to facilitate their development of departmental performance improvement strategies

Oversees the Medical Center’s volunteer services program.

Maintains positive relationships with the volunteers and a general knowledge of the volunteer positions in the Medical Center.

Oversees the management of policies, guidelines and procedures for recruitment, selection, orientation, training, supervision, recognition and evaluation of volunteers with input from key stakeholders. Partners with the Manager, Volunteer Services, to serve as consultants to administration and management staff in areas relating to volunteerism.

Oversees the management of overall onboarding process for new volunteers including supervising Volunteer Services Manager and/or Coordinator(s) who interview and select prospective volunteers, assess interest and skills, and place volunteers in service area assignments.

Sits as an administrative representative on the Torrance Memorial Auxiliary Board.

Department Specific Competencies

Participates on Medical Center committees, work groups and shared decision making councils. Contributes to initiatives that drive service excellence and enhance the patient experience.

Provides oversight for consistent service recovery activities at the Medical Center.

Coordinates Patient and Family Advisor Council.

Communicates outcomes and initiatives related to Patient Experience as member for member of the Performance Improvement Patient Safety Committee (PIPS).

Determines quarterly department recognition recipients with input from Patient Experience Analyst.

Oversees recruitment and retention of volunteer at the Medical Center.

Oversees plans for orientation, training, and continual education of volunteers.

Oversees recognition for all volunteers on an ongoing basis including annual recognition event and Volunteer Week activities.

Oversees volunteer performance evaluation and competency assessment process.

Ensures that required volunteer personnel records are maintained including training records, PPD, safety and others as required by The Joint Commission and Medical Center policies.

Oversees the development, implementation, monitoring and evaluate of all volunteer services programs including periodic re-evaluations of existing programs.

Oversees the assessment of specific needs for volunteer participation with administration and department management and the screening of proposals requesting volunteer support.

Supports department in exploring new possibilities for volunteer participation in hospital departments and implementing new programs to support Medical Center goals

Ensures department supports Auxiliary Gift Shop volunteer leadership with the ongoing operations of the Gift Shop Oversees the hiring, supervision and evaluation of employees assigned to the Volunteer Services Department.

Prepares annual departmental budget and monitors expenses to be within budget.

Education

Degree Program BachelorsBusiness, Healthcare or related field Experience

Number of Years Experience Type of Experience 5Supervising or working with volunteers; patient experience; and or healthcare Additional Information Minimum of five years’ experience as a hospital manager, preferably as the manager of a volunteer department; or five years’ management in a non-profit organization that heavily depends upon utilizing volunteers.

Some experience with patient experience improvement activities in a health care setting. Compensation Range $124,000 - $210,000 / Annually