Manager, Patient RelationsUniversity of Utah Health • Salt Lake City, UT, United States
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Manager, Patient Relations
University of Utah Health • Salt Lake City, UT, United States
[job_card.30_days_ago]
[job_preview.job_type]
- [job_card.full_time]
- [job_card.permanent]
[job_card.job_description]
Overview
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, 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.
Responsibilities
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.
Qualifications
Qualifications
Required
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.
Qualifications (Preferred)
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.
Physical Requirements
Carrying, Color Determination, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking
Multi-lingual Candidates Welcomed
To inquire about this posting, email: careers@hsc.utah.edu
EEO Statement
University of Utah Health Hospitals and Clinics, a part of The University of Utah, values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patient populations.
All qualified individuals are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
University of Utah Health Hospitals and Clinics, a part of The University of Utah, is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability, please contact the University of Utah Health Hospitals and Clinics Human Resources office at 801-581-6500. If you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity (OEO). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at:
Online reports may be submitted atoeo.utah.edu/
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Hospitals and Clinics Human Resources at (801) 581-6500 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or Hospitals and Clinics Human Resources at (801) 581-6500 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
Requisition Number
80270
Reg/Temp
Regular
Employment Type
Full-Time
Shift
Day
Work Schedule
M-F 8am-5pm
Clinical/Non-Clinical Status
Non-Clinical
Location Name
Sugarhouse Health Center
Workplace Set Up
On-site
City
SALT LAKE CITY
State
UT
Department
UCC CST 80Z Sugar house Admin
Category
Customer Service
Workplace Set Up
On-site
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, 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.
Responsibilities
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.
Qualifications
Qualifications
Required
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.
Qualifications (Preferred)
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.
Physical Requirements
Carrying, Color Determination, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking
Multi-lingual Candidates Welcomed
To inquire about this posting, email: careers@hsc.utah.edu
EEO Statement
University of Utah Health Hospitals and Clinics, a part of The University of Utah, values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patient populations.
All qualified individuals are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
University of Utah Health Hospitals and Clinics, a part of The University of Utah, is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability, please contact the University of Utah Health Hospitals and Clinics Human Resources office at 801-581-6500. If you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity (OEO). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at:
Online reports may be submitted atoeo.utah.edu/
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Hospitals and Clinics Human Resources at (801) 581-6500 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or Hospitals and Clinics Human Resources at (801) 581-6500 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
Requisition Number
80270
Reg/Temp
Regular
Employment Type
Full-Time
Shift
Day
Work Schedule
M-F 8am-5pm
Clinical/Non-Clinical Status
Non-Clinical
Location Name
Sugarhouse Health Center
Workplace Set Up
On-site
City
SALT LAKE CITY
State
UT
Department
UCC CST 80Z Sugar house Admin
Category
Customer Service
Workplace Set Up
On-site
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Manager, Patient Relations • Salt Lake City, UT, United States
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