Nicklaus Children’s Health System Jobs (2)

Description

Job Summary

Manages the patient experience, striving to inspire an exceptional and memorable encounter for the patient families served.

Evaluates the patient family journey and develops policies and procedures that provide a high level of service for patients and their families.

Acts as liaison between patients and other health care service providers. Supports and upholds Health System Values, Patient Bill of Rights, and the Code of Business and Ethics Conduct.

Serves as a resource to staff and customers, and collaborates with others to advance the Health System's Mission of putting children and families first. Â

   Job Specific Duties

• Directs the operations of Patient & Guest Relations, Michael Fux Family Center, Service Excellence, and Children's Experience teams.Â
• Directs department(s) staff including hiring, firing, orientation, training, and evaluation within established guidelines.Â
• Develops Customer Service culture standards and training plans to embed service excellence in the hospital, outpatient locations, and employed practices.Â
• Defines benchmarks and goals to quantify productivity and effectiveness of departmental efforts.Â
• Monitors service excellence scores / patterns to comparatively trend and define opportunities and action plans for improvements.
• Directs operational systems and staff work product to further enhance the customer experience. Works with Process Improvement team to improve efficiencies and eliminate waste to improve process and drive experience.Â
• Collaborates and supports Senior Leadership by providing guidance in the implementation of projects to increase family-centered care services hospital-wide to provide amazing patient care.Â
• Manages Children's Experiences team with a vision to create positive memories for the hospitalized child, as well as, those who have outpatient or diagnostic procedures.

Is creative in seeking or advocating for programs that differentiate Nicklaus Children's from the competition. Â

Manages the team that reviews all complaints on a daily, weekly, and monthly basis. Director ensures team is focused on the accuracy of documentation;

coordination and follow-up on all pending complaints; and reviews issues that cross departmental lines.Â

Key stakeholder in the oversight, development, and implementation of Family Advisory Council goals that are patient / family centered.

Qualifications

Minimum Job Requirements

• Bachelor's Degree in Hospitality Management, Healthcare Administration, or related field
• Customer Service Training / Certification
• 3-5 years of management experience in Hospitality Industry or Healthcare

Knowledge, Skills, and Abilities

• Bilingual English / Spanish preferred.
• Ability to analyze information and formulate effective plans for using information.
• Ability to interpret, adapt, and react calmly under stressful conditions.
• Ability to manage budgets and provide productivity assessment reports.
• Demonstrated skill in planning, organizing, monitoring including report development, and presentation.
• Excellent oral, written, interpersonal communication, and facilitation skills.
• Reacts positively to unplanned circumstances, demands, and challenges of the concern / complaint process.
• Strong customer service skills, training and advocacy for customers.
• Strong understanding of measurement methodologies and the drivers of loyalty and patient satisfaction.

Job : Management

Primary Location : Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus

Department : PATIENT & GUEST SERVICES-2100-868001

Job Status

Full Time

Description

Job Summary

• Functions independently within the delegated parameters delineated by their supervising Physician. Duties considered as minimal for applicants include : the ability to ascertain a thorough patient history and physical examination;
• order and interpret radiological and laboratory test results; treat minor injury; make a diagnosis; instruct and counsel patient and family;
• prescribe medications; order and carry out therapy and management plans; document patient care services within charts and departmental records;

and, when within their scope of practice, perform surgical procedures.

Job Specific Duties

Contribute to Physician’s effectiveness by identifying short-term and long-range patient care issues that must be addressed;

providing information and commentary in pertinent deliberations; recommending options and courses of action; and implementing physician directives.

• Counsel and educate patients and their families.
• Create and sustain a therapeutic and ethically sound relationship with patients.
• Differentiates between the normal and the abnormal in anatomic, physiological, laboratory findings and other diagnostic data.
• Initiate emergency resuscitation and stabilization as necessary and complies with hospital safety regulations and infection control.
• Manage general medical and surgical conditions to include understanding the indications, contraindications, side effects, interactions and adverse reactions of pharmacologic agents and other relevant treatment modalities.
• Orders, alters, or adjusts controlled and non- controlled medications for in hospital patients.
• Participate in performance improvement activities, quality of care initiatives and research of special projects.
• Perform procedures as identified in delineation of privileges.
• Prescribes non-controlled medication for patients.
• Assess patient health by interviewing patients; performing a physical examination; ordering pertinent lab and radiology;

and obtaining, and updating medical records.

Work effectively with physicians and other health care professionals as a member or leader of a health care team or other professional group.

Qualifications

Minimum Job Requirements

• American Heart Association BLS American Heart Association (AHA) BLS - must maintain active and in good standing throughout employment
• American Heart Association PALS American Heart Association (AHA) PALS - must maintain active and in good standing throughout employment
• Physician Assistant Licensure issued by the State of Florida
• Level II Background Check
• Certification by the National Certification Commission of Physician Assistants

Knowledge, Skills, and Abilities

• Competent bedside manners.
• Continuing Medical Education maintained to specifications of AAPA.
• Dedication to the needs of the patient including protecting confidential data.
• Thoroughness in completing tasks and documentation.

Professional