Job: Patient Ambassador Advisor - TMC One Administration

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Posted: 06/16/2017

Job Reference #: 15975

Job Description

Patient Ambassador Advisor - TMC One Administration
Job CategoryClerical
ScheduleFull time
Shift1 - Day Shift

Participates in a capacity that involves training, needs assessment, developing training tools to encompass a wide range of areas. Evaluates training program staff and may take part in interviewing employees.  Maintains documentation/files related to area of specialty and prepares status reports. 

This position is responsible for working collaboratively with their assigned support and medical departments/units to manage both proactive (consultation and improvement/project focused) and reactive (service recovery, complaint and grievance focused) work duties.

ESSENTIAL FUNCTIONS:

Responsible for collaboration with TMC One clinics to ensure the best possible patient experiences. This role focuses on proactive: best practices, consultation and improvement, and other assigned initiatives/projects and reactive job duties: complaint management processes.

Serves as a liaison between customers, patients and/or their families and TMC One (i.e., support, clinical departments, and administration) and provides insight and information as it relates to both improvement and complaint management processes.

Creates reports and shares metrics, which may include complaint, patient satisfaction, CGCAHPS and other quantitative and qualitative data. May assist and help managers and providers navigate the complaint management process.

Works with clinical and support staff to coordinate a response to a patient complaint. Compiles, analyzes and interprets findings/trends for further review by institutional leadership in order to forecast process and service improvement initiatives.

Conducts training and education projects in conjunction with TMC HR dept and TMC One management.

Participates in hospital educational programs including providing feedback to management on employee evaluations and rating criteria. 

Analyzes employee relations issues to identify trends, needs for action or policy change; communicates results of analysis to TMC One leadership.

Develops and conducts employee training programs in conjunction with EHR/EPIC trainer, to provide support mechanisms for success. 
Conducts train the trainer programs and new employee orientation. 
Conducts needs assessment and develops appropriate curriculum for employee development courses.
Disseminates information regarding training programs and provides feedback regarding employee needs.
Prepares and delivers professional presentations and training on a variety of issues using graphic materials and communication media and style appropriate to the audience.
Keeps informed of developments in such areas as employee training and general personnel practices.
Ensures integrity and security of confidential employee data.
Adheres to TMCH organizational and department-specific safety, confidentiality, values policies and standards.
Performs related duties as assigned.
MINIMUM QUALIFICATIONS

EDUCATION:  Preferred Bachelor of Science Degree from an accredited institution in Business Administration or Management or a related field; or an equivalent combination of relevant education and experience.

EXPERIENCE:  Three (3) years of skilled primary care, healthcare experience in training and conducting needs analyses.

LICENSURE OR CERTIFICATION: N/A

KNOWLEDGE, SKILLS AND ABILITIES: 

  • Knowledge of healthcare best practices and regulatory requirements.
  • Knowledge of interviewing and investigation techniques and best practices.
  • Skill in conducting needs analysis studies and providing recommendations to management.
  • Skill in preparing detailed reports, researching a variety of topics and presenting information to management.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to prepare detailed written reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and communicate to management on inquiries or complaints from employees, representatives of other healthcare organizations, and the general public. 
  • Ability to define problems collect data, establish facts, and draw valid conclusions.
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Ability to maturely and tactfully verbalize customer service outcomes to gain staff and patient understanding.
  • Requires strong written communication skills and relationship-centered care or interpersonal skills: including listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, problem solving and crisis intervention.
  • Demonstrated successful collaboration and teamwork with colleagues within the work area and at all levels of an organization.
  • Able to tolerate an ambiguous, fast-paced, demanding and constantly changing work environment while maintaining strong.
  • Must be able to function objectively in sensitive and stressful situations, work autonomously, "think on one's feet", anticipate, improvise, and synthesize extensive information to focus the issue.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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