HCMD_Director, Customer

Silver Spring, MD, United States

Employment Type:

Full time

Shift:

Day Shift

Description:

The Director of the Patient & Family Relations Department is responsible for planning, developing and coordinating the overall Holy Cross Health system wide process for addressing the needs and /or concerns of customers including the oversight of the complaint and grievance process in collaboration with Risk Management under all federal, state, and accrediting body regulatory guidelines. Serves as the primary resource and expert for all related aspects of the Joint Commission and CMS Conditions of Participation.

Serves as the primary resource to direct reports as well as other hospital managers and staff.

Supports the Mission of Trinity Health and Holy Cross Health.

Position Highlights:

Competitive salary

Benefits – Medical, Dental & Vision, PTO, Free Parking, Metro Access, Tuition Reimbursement, 403(b)

Quality of Life: Flexible work schedules

Advancement: Career growth opportunities

Location: Holy Cross Health has two hospitals and four healthcare centers all a short driving distance from Washington DC and Baltimore, MD

Description:

Location – Silver Spring, MD

Shift -Day Shift

Full-time

Description:

The Director of the Patient & Family Relations Department is responsible for planning, developing and coordinating the overall Holy Cross Health system wide process for addressing the needs and /or concerns of customers including the oversight of the complaint and grievance process in collaboration with Risk Management under all federal, state, and accrediting body regulatory guidelines. Serves as the primary resource and expert for all related aspects of the Joint Commission and CMS Conditions of Participation.

Responsibilities:

Demonstrated interpersonal/organizational skills and ability to establish and maintain effective interpersonal relationships with all levels of staff, the medical staff, community, and other health care organizations in addition to demonstrated ability to form productive and positive relationships immediately with patients, their families, and other caregivers while maintaining appropriate boundaries and communicating with cultural awareness and sensitivity.

Demonstrated ability to develop and implement training and educational programs for all levels of management and staff.

Plans, develops and coordinates a health system wide process for addressing and resolving customer concerns.

Oversees the timely review, documentation, and response to customer concerns, complaints, and grievances.

Ensures that procedures for complaint and grievance management comply with state/federal regulations including the CMS Conditions of Participation and the Joint Commission standards.

Serves as the primary resource and expert for all related aspects of all of the related federal, state, and accrediting body regulatory guidelines.

Utilizes data obtained via patient and visitor interactions, MIDAS+, and survey vendor to identify trends and opportunities for improvement action plans and programs, assists with the development and implementation of such programs.

Supports Patient Experience Continuous Improvement efforts by providing support to managers and staff in education of and the implementation of service performance improvement initiatives.

Develops and implements specific operational and managerial goals and objectives; monitors progress quarterly; prepares annual report of key results.

Hires, develops, empowers and maintains a competent staff.

Develops sound departmental budget.

Plans for, requests and allocates resources necessary to support the efficient operation of the department.

Facilitates team building by fostering a mutually supportive and collaborative environment.

Supports hospital-wide initiatives to achieve fiscal goals. Assures appropriate stewardship of resources.

Monitors compliance with annual budget; evaluates variances and takes appropriate action.

What you will need:

Required:

Bachelor’s degree in Business, Health Sciences, or related discipline required. Nursing and/or clinical degree preferred. Master’s degree preferred

Minimum of five years experience in a hospital setting with demonstrated knowledge and familiarity with the healthcare system and clinical setting.

Minimum of five years of management and/or supervisory experience. Prior experience in customer service preferred.

Must be able to lead through collaboration and influence. Experience in leading teams or groups and/or working in a multi-disciplinary environment is required.

Must be skilled in prioritizing situations and events quickly and effectively while maintaining a professional demeanor and positive attitude. Crisis management, de-escalation, and mediation experience is preferred. Ability to act in an assertive, though diplomatic matter. Must have strong negotiating skills. Ability to act in an assertive, though diplomatic manner.

Ability to demonstrate competence in collecting, analyzing, and presenting data/information.

Ability to employ data oriented software (e.g., Word, Excel, PowerPoint, MIDAS+)

Excellent verbal, written communication, and customer service skills

Must be able to effectively handle multiple tasks with competing priorities, and meet objectives.

Must have ability to work independently under minimal supervision, provide support, and work well within a collaborative environment.

Reads, writes, and thoroughly comprehends the English language.

About us:

Holy Cross Health is a Catholic, not-for-profit health system that serves more than 240,000 individuals each year from Maryland's two largest counties — Montgomery and Prince George's counties. Holy Cross Health earns numerous national awards, clinical designations and accreditations across a wide range of specialties for providing innovative, high-quality health care services.

Holy Cross Health is an Equal Employment Opportunity (EEO) employer.

Qualified applicants are considered for employment without regard to Minority/Females/disabled/Veteran (M/F/D/V) status.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran