Patient Experience Supervisor
- (3296189)
POSITION SUMMARY: Under guidance from the Manager of Patient Access and Admissions, the Supervisor is responsible for the day to day administrative operations of the Massachusetts Eye and Ear main campus lobby ensuring that quality standards are met. The Supervisor must be able to work independently; make sound decisions and interact with patients, patients’ families, visitors and all levels of staff in a professional and diplomatic manner. The Supervisor facilitates an efficient process within established hospital and department policies; acts in a dotted line supervisory capacity by providing support for Volunteer Services and adheres to departmental Customer Service Standards to achieve high levels of patients, visitors and physician satisfaction.
ESSENTIAL FUNCTIONS:
- Oversees and leads 2 Patient Experience Navigators, interns and ambassadors.
- Responsible for the day to day administrative operations of the Lobby, acts in a dotted line supervisory capacity providing support and professional development opportunities to other Patient Access areas.
- Makes frequent rounds in lobby waiting areas ensuring availability to respond to patient’s non-clinical needs, and to address any issues or concerns.
- Responsible for troubleshooting concerns, issues and/or difficult situations by taking necessary steps or referring to appropriate individuals within Public Safety.
- Provide effective leadership and facilitate interactions among staff to promote teamwork and create an overall harmonious work environment.
- Leverage technology such as Microsoft Teams and Voalte to communicate with clinical departments and track equipment such as wheelchairs and stretchers and facilitate retrieval when needed.
- Work with Public Safety and Parking teams to ensure proper patient flow does not disrupt access to entrances and exits, café, elevators and waiting areas.
- Work with Volunteer Services Department to coordinate training for volunteers placed in the lobby.
- Adhere to Customer Services Standards by demonstrating professionalism, alertness, helpfulness, and
receptiveness to all patients, visitors and other staff members.
- Assume lead role in the recruiting, interviewing, selecting and hiring of new staff.
- Acclimate new employees to department, provide the necessary orientation and training to enable the employee to function effectively, seek opportunities for improvement and/or changes in the process which may impact effectiveness and efficiency.
- Assist with discipline, corrective action and performance evaluations for department, as well as provide feedback to staff on quality of work and areas of improvement. Write yearly evaluations for assigned direct reports with the final review and approval from the Manager/Director.
- Maintain patient confidentiality and privacy by accessing patient information only to the extent necessary to fulfill assigned duties. All patient information must be kept private, confidential and secure. All lists, reports, files and documents must always be properly secured and stored. Interviews and conversations should be conducted in such a manner as to afford the patient or visitor reasonable audio and visual privacy.
- Analyze workflows to design creative schedules to accommodate changing business needs of the area and collaborate with colleagues as needed, to ensure the department has complete coverage.
- Conduct daily and/or monthly audits of staff work.
- Ensure cleanliness of lobby desk including equipment, chairs and workspace.
- Oversee lost and found items workflow including securing valuable items for Public Safety.
- Manage Ambassador Program including creating and posting schedules, notifications to volunteers and maintaining resource guides.
- Maintain accuracy of tip sheets, resource guides and directories used by Patient Experience Navigators and volunteers.
- Provide cross coverage to other functional areas in Patient Access, as necessary.
- Attend and participate in various meetings and represent the department on special projects and initiatives.
- Process weekly payroll and manage time off requests.
- Other duties as assigned.
EDUCATION AND EXPERIENCE:
Bachelor’s degree, preferably in health-care related field but extensive experience accepted in lieu of degree.
WORKING CONDITIONS:
Busy non-clinical environment with frequent interruptions. Due to the size and complexity of the area, the pace of work can be hectic and challenging so leveraging technology for communication purposes is a must. Because this position is patient-facing and the Hospital is always open, the Supervisor must be prepared to work outside his/her scheduled hours when required by the Manager. This is an essential employee role, during a state of emergency or disaster that may impact the operations of the Hospital, all employees in this role could be required to report for duty.
SKILLS AND PHYSICAL REQUIREMENTS:
1. Excellent customer service skills.
2. Ability to use commons sense, decision-making and negotiating skills to achieve desired results.
3. Ability to function independently and prioritize work within established policies.
4. Thorough knowledge of hospital and interdepartmental functions.
5. Strong interpersonal relationship skills necessary to communicate effectively with patients, visitors,
support staff, nursing staff administrators, other hospital personnel and external organizations and
agencies.
6. Must be able to stand for long periods of time and able to push 100+ pounds.
Primary Location MA-Boston-MEI Mass Eye and Ear Main Building Boston
Work Locations MEI Mass Eye and Ear Main Building Boston 243 Charles Street Boston 02114
Job Administrative Support
Organization Mass. Eye and Ear (MEE)
Schedule Full-time
Standard Hours 40
Shift Day Job
Posted Shift Description Monday - Friday 7:30am-4pm
Employee Status Regular
Recruiting Department MEI Patient Services
Job Posting Jul 3, 2024