Manager, Patient Relations

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA

This position provides leadership and management for University of Utah Health Community Clinics, in the service delivery area where assigned. There are two parts to this role 1)The role serves to consult, advise, and recommend best practices in the Community Clinics where these may relate to improving the patients' perception of and satisfaction with their care; and 2)The role provides direct operational leadership for key functions across a variety of touch points where specifically assigned to do so, including front desk, registration and check in, and may also include coordination of environmental services, facilities management, security, and other similar functions, as assigned. In so doing, the incumbent will coordinate and strategically align with the corporate Patient Experience & Value Engagement team. Furthermore, the incumbent will provide local insight into a variety of patient experience outcomes and measures, and make recommendations for improving performance as it relates to their assigned service delivery area. The incumbent will be required to evaluate current and proposed operational systems and procedures by collecting and analyzing data from technology systems, operational practices, and emerging industry trends to improve business performance and patient experience outcomes. The incumbent provides patient experience insight to clinic managers, nursing leaders, and medical directors functioning within the service delivery area. Department Overview This position reports directly to the Outpatient Services Director of the applicable service delivery area. A service delivery area generally consists of a "Hub" or multi-specialty Ambulatory Care Center and several "spokes" or smaller Community Clinic facilities, generally organized according to geographic proximity. Responsibilities are structured around the administration of related departments and facilities within University of Utah Health.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Job Specific Responsibilities and Accountabilities

• Performs to required standards for job specific responsibilities and technical competencies.

Talent Management

• Hiring, training, developing, and communicating with staff.

Financial Management

• Responsible for developing, monitoring and achieving budget goals. Manages labor and non-labor expenses to budget or flex budget. Manages revenue to budget to maximize potential revenue.

EPE/Service

• Responsible for patient satisfaction scores within assigned area(s). Responsible for upholding PROMISE standards of direct reports and team members.

Quality

• Responsible to achieve quality goals for assigned area(s). Manages and promotes continuous process improvements in assigned area(s)

Performance Management

• Responsible to provide staff feedback on performance, including on-time appraisals and coaching. Responsible to deal with conflicts in a proactive manner and to reach resolution in a timely manner.

Building Relationships

• Forms positive relationships with staff, peers, and senior leadership to support the mission, vision, values, and performance standards of the organization. Actively engages staff with updates and news as well as involving staff in decisions and work teams. Provides feedback and recognition when appropriate.

Knowledge / Skills / Abilities

• Ability to perform essential functions of the position, as outlined above.

• Demonstrated leadership, human relations, and effective communication skills.

• Knowledge of health care business operations and demonstrated operational planning skills.

• Knowledge of budgeting practices, reporting analysis, and forecasting.

• Knowledge of information technology, Epic, Business Objects, scheduler, and other efficiency tools.

QualificationsRequired

• Bachelor's degree Health Care Administration, Business Administration, Finance, Accounting, a related area, or the equivalency.
• Four years of progressively more responsible management and strategic planning experience.
• Two years of experience in a healthcare setting, which can be consecutive with or in addition to the above four years.

Preferred

• Master's degree in Business Administration, Health Care Administration, or a related area.
• Operations management experience in a health care setting.
• Operational experience in a health care facility.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Color Determination, Listening, Manual Dexterity, Near Vision, Reaching, Sitting, Speaking, Standing, Walking