Details
Posted: 07-Aug-24
Location: Nashville, Tennessee
Salary: Open
Categories:
Admin / Clerical
Discover Vanderbilt University Medical Center: Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of diverse individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and where your diversity of culture, thinking, learning, and leading is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.
Organization:
Patient Experience & Service
Job Summary:
JOB SUMMARY:
Under occasional guidance, provides leadership and facilitation of programs, services, and projects that support the Patient Experience as it related to VUMC's Service Pillar work. In collaboration with clinical and administrative leadership, facilitates initiatives that foster and enhance a culture of patient and family centered clinical service excellence. Responsible for all aspects of planning, design/development, implementation, and evaluation for complex large projects or multiple smaller projects. Interfaces regularly with faculty, senior leaders, managers, staff, patients, and family members. Leads subcommittees, task forces, work groups, and project teams and serves as a single point of contact for those work efforts. Serves as subject matter expert on patient experience processes and tools and point of contact for assigned areas within the organization.
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KEY RESPONSIBILITIES:
Process Improvement
- Use patient and family feedback and direct observation to identify potential gaps in services and/or opportunities for improvement.
- Develop vision for the end product as programs/services move through the design continuum-beginning with abstract or unconnected information and ideas, to foundational ideas/product, to more concrete product, to end product.
- Identify barriers and recommend/facilitate initiation of solutions or improvement efforts.
- Identify ways to assess and positively alter the culture and mindset related to the patient experience. Implement change for positive service outcomes.
- Research regulatory and compliance issues that impact the work of the organization.
- Network and benchmark with other organizations to identify best in class service solutions.
- Use data to measure and demonstrate gaps and subsequent improvement in processes, systems, and outcomes.
Project Management and Leadership
- With occasional direction, serve as leader and/or primary staff for institutional and divisional committees, cross-functional project teams, or multi-disciplinary work groups to achieve defined goals and objectives.
- Develop project plans, goals and objectives in collaboration with senior leadership (define charter for work, key milestones, timelines, deliverables, and resource requirements).
- Benchmark with external organizations and review research for best practices.
- Provide leadership in the execution of day-to-day project activities including development of work plans, setting priorities, facilitating meetings, monitoring progress against established timelines, and ensuring meeting records and other documentation is complete and up-to-date.
- Proactively manage changes in project scope, identify potential barriers, and devise contingency plans.
- Provide regular status reports to leadership.
- Maintain appropriate timelines for project completion.
- Create metrics and standards for measurement of operational effectiveness and improvements.
- Provide training for medical center staff, managers, and faculty on access, interpretation, and use of the survey data and system.
Team Building, Communication, and Change Management
- Actively participate in medical staff and administrative committees and work groups.
- Readily volunteer to assist organizational leaders and teams as needed.
- Promote constructive formal and informal information sharing and interdisciplinary collaboration.
- Solicit and secure input and participation of all key stakeholders in projects and work groups.
- Ensure four-way communication across key stakeholder and constituency groups and departments to maximize information sharing around progress, needs, inter-dependencies and recommendations.
- Anticipate and communicate the impact of change to the rest of the organization, as needed.
- Coordinate training of staff, as needed, to support change.
- Recognize and celebrate accomplishments and improvements.
- Translate and communicate learnings to leadership.
- Develop and deliver communication presentations across multiple, varied venues and groups.
Personal Development
- Actively identify and seek out professional development opportunities through organization memberships, networking, conferences, and self-study.
- Stay abreast of regulatory and compliance issues that impact the work of the division.
- Seek out opportunities to better understand organization, mission, values, goals, and priorities.
- Develop and nurture relationships with colleagues pertaining to the patient experience and service focus initiatives.
- Maintain skills to support project management, communication, presentation, and electronic tools.
QUALIFICATIONS:
- Bachelor's degree in nursing, public health, health administration, business or a related field.
- Minimum of 3 years' experience
- Excellent oral and written communication skills
- Strong organizational and project management skills
- Strong analytical skills and computer skills (Microsoft Excel, PowerPoint, Outlook)
SKILLS:
- Ability to lead through influence
- Team mindset and skilled in collaboration
- Self-starter and ability to work independently
- Skilled in using data to tell the patient story
- Experience in a complex healthcare environment
- Strong communication skills
- Strong relationship building skills
Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.
At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.
Core Accountabilities:
Organizational Impact: Executes job responsibilities with the understanding of how output would affect and impact other areas related to own job area/team with occasional guidance. Problem Solving/ Complexity of work: Analyzes moderately complex problems using technical experience and judgment. Breadth of Knowledge: Has expanded knowledge gained through experience within a professional area. Team Interaction: Provides informal guidance and support to team members.
Core Capabilities :
Supporting Colleagues:- Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas.- Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships.- Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences. Delivering Excellent Services:- Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them.- Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions.- Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness. Ensuring High Quality: - Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly.- Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them. - Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring. Managing Resources Effectively: - Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure.- Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area.- Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities. Fostering Innovation:- Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches.- Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges.- Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.
Position Qualifications:
Responsibilities:
Certifications:
Work Experience:
Relevant Work Experience
Experience Level:
1 year
Education:
Bachelor's
Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and to the principles of equal opportunity and affirmative action. EOE/AA/Women/Minority/Vets/Disabled