Manager Patient Experience

Position Summary / Career Interest:

The Manager of Patient Experience is responsible for the day-to-day leadership of personnel, services and operations of the Spiritual Care and Interpreter Services teams in partnership with the Director of Patient Experience. These departments, under the leadership of the manager, ensure patients, their families and the care team have access to the speech and language resources needed. to safe and effective care and to advocacy support. This position oversees the work of a team of professionals including administrative assistants, chaplains, senior language services coordinator, interpreters, and an interpreter services coordinator. There is a high level of visibility throughout the health system and this position requires the utilization of outstanding communication skills to professionally and thoughtfully interface with staff at all levels of the organization, including physicians, directors/managers, executives, front-line staff and vendors. This position requires strong leadership, collaboration, mentoring, verbal and written communication and problem-solving skills. Successful candidates will have 5 to 7 years of progressively increasing responsibility in formal and informal leadership roles, referable in a fast-paced, high intensity healthcare environment. Candidates must also have the ability to not only ensure effective departmental operation in today's environment, but to envision a future state capable of efficiently and effectively meeting and exceeding patient, organizational and regulatory standards. The Manager of Patient Experience will partner with the Director of Patient Experience to administer policies and procedures that promote a high level of quality care and service for patients, their families and care providers, maintaining alignment with the fiscal goals of each department. This includes ensuring (personally and through the work of the team) collaboration with health system leaders and executives, effective management of regulatory requirements, and developing, implementing and maintaining a multi-lingual interpretation services infrastructure, which facilitates culturally and linguistically appropriate oral and written communication between those receiving and those providing care. The interpreter services infrastructure will support those with Limited English Proficiency and/or those who are Deaf or Hard of Hearing and should meet requirements established under Title VI of the Civil Rights Act of 1964 and reflect the recommendations set forth by the Office of Minority Health's CLAS Standards (Culturally and Linguistically Appropriate Services).


Responsibilities and Essential Job Functions

• In collaboration with the Director of Patient Experience, Develops, maintains and ensures consistent use of policies, procedures and processes which ensure effective identification and resolution of patient complaints and grievances, and support culturally and linguistically appropriate interpreting and translating services.
• Responsible for the direct day-to-day management of the Interpreter Services and Patient Relations teams, including hiring job candidate screening, training, supervising and evaluating staff and independent contract interpreters and office support staff.
• In collaboration with the Director of Patient Experience, effectively manages the operations of the Patient Relations and Interpreter Services departments, including budgeting and fiscal accountability, staffing, scheduling, personnel management, and maintenance of effective relationships within and outside of the organization.
• Ensures compliance with all regulatory and legal requirements related to patient grievances and the provision of language services. .  This includes the maintenance of policies and procedures to support adherence and the development of structures to support organizational compliance with regulatory standards In collaboration with the Director of Patient Experience, effectively manages the operations of the Patient Relations and Interpreter Services departments, including budgeting and fiscal accountability, staffing, scheduling, personnel management, and maintenance of effective relationships within and outside of the organization.
• In collaboration with the department director, develops educational programs and services to support the ability of internal personnel, medical providers and external entities to support culturally and linguistically appropriate services  and to department /unit leadership minimize complaints and ensure effective resolution of concerns.
• In collaboration with the department director, develops and administers educational  models for training for training departmental staff,  medical providers, other internal personnel and independent contract interpreters and agency interpreters to ensure orientation to TUKHS culture and policies and procedures to support culturally and linguistically appropriate services ; Develops minimal standards and qualifications s for spoken language interpreters, ensuring both staff and contract interpreters maintain language, cultural and interpreting skills; Monitor departmental staff and office staff and contract an d agency interpreter performance through Quality  Assurance mechanisms to ensure consistent compliance with standards and appropriate delivery of services.
• Develops educational programs and services to support the ability of patient representatives, unit/department leadership and frontline caregivers to minimize complaints and ensure effective resolution of concerns; Mentors representatives in the creation of written responses to patient grievances.
• Exhibits strong fiscal management skills to include the development of protocols for accurate billing practices between service providers and TUKHS,  and is working partners collaborative and proactive assessment of fiscal terms with existing and potential service providers,  the effective management of patient complaints and grievances, and the creation/use of tracking systems to ensure visibility to any unfavorable patterns.
• Assist in the negotiation of fiscal terms with new and existing service providers; provide ongoing analysis of current service delivery and evaluate new technologies for improvement of services.
• Ensure proper materials and information systems in place to strengthen patient care.
• Develop protocols for accurate and appropriate translation of patient materials such as consent forms and health promotion materials in addition to TUKHS communication materials. Develops protocols for ensuring that vital documents are available in formats for use by patients who are blind or have low vision.
• Develops and utilizes key external relationships with other any/all groups critical to the resolution of patient concerns, complaints and grievances through routine dialogue with leaders in areas that have a strong partnership with TUKHS and its affiliates.  and complaints.  This includes but is not limited to The University of Kansas Medical Center, The University of Kansas Medical Center Police Department, Indian Creek Campus administration, The University of Kansas Cancer Center and its affiliated community cancer centers, and other facilities owned or operated by the organization.
• Develops and utilizes key internal relationships necessary to understand and address patient concerns and complaints.  This includes clinical departmental and unit leadership, the Risk Management and Claims Department, Patient Financial Services, Admitting, Supply Chain and others.  Note:  These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities.  Skills and duties may vary dependent upon your department or unit.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• Bachelor Degree Nursing or comparable credentials in another health care field
• 5 or more years of progressively increasing responsibility in formal and informal leadership roles, referable in a fast-paced, high intensity healthcare environment as mentioned in the summary

Preferred Education and Experience

• Experience in Risk Management at a level to be able to triage and appropriately escalate issues which could move from the level of Patient Relations to litigation or financial risk.

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.