Administrative Manager

Job Description

The Administrative Manager for Patient Relations is responsible for managing data in Patient Experience and orchestrates DRIVE functions. This role is responsible for updating and monitoring DRIVE related

databases and for the provision of computerized reports of these data.

The Administrative Manager assists the Senior Director of Patient Experience and prioritizes work in line with DRIVE management decisions. The responsibilities of the Data Manager is to manage DRIVE reports and data through review and auditing of filed reports, data and data bases in order to determine compliance with hospital guidelines and stated goals. The Administrative Manager is responsible for daily operations for Concierge and ensures that patient experience programs and projects such as Telehealth are approved, timely implemented, monitored and documented. Prepare and complete eTime and other services for Patient Experience. Responsible for overall office management.

Responsibilities:

1. Promote a safe, cooperative and professional health care environment to ensure optimum patient care (as per HR Policy 113c).
2. Adheres to all hospital policies, procedures, rules and regulations, including but not limited to, absenteeism, ETIME, cellular telephone usage, dress code and rules of conduct.
3. MakesCustomer and Patient Servicea priority, treating customers (patients, visitors, and co-workers) in a professional manner exercising courtesy and tact. Effectively communicates with patients and others about SBH services in their area(s) of expertise or responsibility and ensures that concerns, questions or issues reach the right person(s) in SBH in a timely fashion.
4. Demonstrates the standards of performance and behaviors consistent with the DRIVE to Patient-Centered Excellence.
5. Prepare various NRC Picker reports regarding HCAHPS performance for Senior Director of Patient Experience in assessing organizational goals.
6. Operational supervision of staff including discussing job performance to identify causes and issues to resolve stated /or potential problems. Provide employees with guidance in handling difficult or complex problems or in resolving escalating complaints or disputes. Make recommendations concerning staffing issues and procedural changes to senior leadership. Draft annual performance review and recommend appropriate personnel action. Research and prepare reports/investigations required by Sr. administration and/or other entities. Facilitate productivity to overcome difficult aspects of work. Consult with administrative staff to resolve problem with equipment performance and work schedule. Arrange for necessary maintenance or repair work. Discuss work problems or grievances with HR and potentially Union Representative. Scheduling and maintaining accurate records of vacation, elective and sick time. Develop work schedule according to budget and work load. Review Time off Request ensuring minimal OT prior to submitting for administrative approval for Concierge. Train /or instruct on new policies and arrange trainings with in-services such as for POC system, language line, etc.
7. Collect and Monitor daily activities of on-site representative, weekly census of TV Rentals, monthly finance analysis, and monthly internal analysis of rentals in order to identify discrepancies. Keep accurate records of courtesy TV, repairs, and on-site visits by Telehealth Technicians. Facilitate request by departments to install TV's and signal by Telehealth which include on-site surveys by technicians and tracking of TV's and materials needed for installation, and keep appropriate parties informed of status. Maintain accurate count of TV's serviced and repaired by Telehealth. Report all inpatient repairs to Nursing and Patient Relations by keeping accurate record in Complaint share drive. Respond to departmental requests for repairs which may or may not be Telehealth covered. Monitor and ensure vendor contract agreement compliance for agents performance and billing documents. Telehealth is also the venue for the patient educational TV Wellness program which is also monitored for performance and necessary upgrades.
8. Track and submit Healthstream in-service compliance for the Departments staff reporting to the Senior Director for Patient Experience and to Sr. VP.
9. Serve as designee for the Senior Director in meetings and in general represents the Senior Director of Patient Experience as assigned. Works on budget and office matters. May be called upon for related community activities.
10. Perform other duties as may be assigned.

The above statements reflect the general duties considered necessary to describe the principle functions of the job as identified, and shall not be considered as a detailed description of all work requirements that may be inherent in the job.

Requirements

QUALIFICATIONS:

• Education Required: Bachelor's Degree required
• Experience/Skills Required:

1. Strong writing skills to prepare narrative reports
2. Excellent working knowledge of various software (e.g., excel, word, power-point); the candidate should as well have an affinity to working with databases.
3. Strong interest in customer services and/or community relations as evidenced by earlier employment or documented service.
4. Ability to work unsupervised taking responsibility for own actions; consistency in delivering positive results, following through from start to finish