Alaska Native Tribal Health Consortium has a hiring preference for qualified Alaska Native and American Indian applicants pursuant to P.L. 93-638 Indian Self Determination Act.

Summary:
Under general direction, independently manages and directs the Patient Experience Offices at the Alaska Native Medical Center (ANMC).

Responsibilities:
Provides leadership and direction 24/7 for the Patient Experience department. Assures the efficient operations and sound fiscal practices required to meet objectives through effective planning, staff management, and resource allocation. Develops and implements best practices for project management within a non-profit environment. Active participant and advocate with organizational performance improvement projects. Assists in budget formulation. Monitors staffing, resources and expenditures to ensure successful program implementation in accordance with approved budget. Assures effective communications with executive management. Assures compliance with state, federal, and accreditation regulations. Provides leadership and direction for the Patient Experience department. Assures the efficient operations and sound fiscal practices required to meet objectives through effective planning, staff management, and resource allocation. Develops and implements best practices for project management within a non-profit environment. Active participant and advocate with organizational performance improvement projects. Assists in budget formulation. Monitors staffing, resources and expenditures to ensure successful program implementation in accordance with approved budget. Assures effective communications with executive management. Assures compliance with state, federal, and accreditation regulations. Understands current and long-range division plans and formulates strategies and action plans to achieve the goals of the organization. Provide leadership, direction and guidance to assigned staff. Develops goals and priorities, and assigns tasks and projects. Develop staff skills and training plans. Counsels, trains and coaches management staff. Implements corrective actions and conducts performance evaluations. Effectively addresses personnel issues in order to promote a productive and healthy work environment. Assists the Vice President of Quality with Division direction and program guidance. Assists in the design and development of the ANMC Patient Experience program including service standards, service recovery, patient service related initiatives. Develops, implements and monitors quality improvement and assurance programs. Oversees all aspects of patient experience, including but not limited to: inpatient satisfaction, outpatient satisfaction, and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. Demonstrate ability to review patient experience/satisfaction feedback from organizational surveys, and other patient experience data, provide analysis, assess for trends, and develop plans for improvement when opportunities identified. Develop strategies to improve patient satisfaction scores through effective verbal and non-verbal communication, active listening, empathy, and responsiveness to patient and family needs. Demonstrate ability to oversee and/or resolve conflict to help patients, families and staff with disputes. Ensure that patients and families receive a high level of patient service from all staff members during stay/visit at ANMC. Develops programs designed to improve patient satisfaction/experience. Monitors patient feedback channels (e.g., surveys, comment cards, etc.) and takes action to address issues. Partners with other departments to resolve problems that impact patient experience. Educates staff on importance of delivering excellent patient service and provides training as needed. Serves as a resource to staff on best practices for providing exceptional patient care. Recognizes employees who provide outstanding patient service and rewards them accordingly. Investigates complaints and takes appropriate action when warranted. Coordinate efforts with leadership to ensure quality patient care and safety standards are met. Collaborate with the marketing team to promote the hospital’s brand through advertising campaigns, slogans, and other forms of media. Develop relationships with community partners to help connect patients with resources. Keeps up-to-date on industry trends and best practices related to patient experience. Performs other duties as assigned.