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INTRODUCTION

Under the guidance of the UC Health (UCH) Leadership as designated in the organizational structure, the supervisor is responsible for the day-to-day supervision and operation of the UC Medical Center Patient Relations department with regards to scheduling, PTO requests, corrective action, facilitating competency assessment through appropriate evaluation tools, interviewing potential candidates, yearly performance reviews, and coaching of front-line staff. The Patient Relations supervisor serves as the primary trainer for department practices, standard operating procedures, and documentation requirements to support personnel and external customers.

ROLE AND RESPONSIBILITIES

Direct Supervision:

• Provides direct supervision of Patient Relations department day-to-day support of represented and non-represented staff.
• Handles issues that escalate, including staffing vacancies due to call-offs or medical leaves, patient, and family meetings, rounding in family lounges and desk locations for staff oversight purposes.
• Provides coaching and counseling to direct reports and provides prompt corrective action when appropriate with proper and accurate documentation.
• Includes oversight of Main Lobby Patient Information Desk team, Visitor Services Assistant teams.
• Provides oversight of Customer Service Consultants in the absence of, or when delegated by the Patient Relations manager.
• Ensures staff know performance expectations and are held accountable for professional behaviors and practice.
• Provides coaching with front-line staff as appropriate for growth opportunities.
• Ensures cross-training competency between various areas and facilitates collaboration between units.

Scheduling & Assignments:

• Develops department schedules and shift assignments of UC Health associates in areas of assigned responsibility to assure efficient, fair, and adequate coverage of patient and family support needs.
• Oversees PTO requests, time/attendance records reporting, and corrective action.
• Distributes workload in a fair and equitable manner within budgeted guidelines.

Communication:

• Ensures proper communication of Patient Relations department issues and escalations in appropriate UC Health forums, supports open lines of communication between management, front-line staff, and interdepartmental communication.
• Actively participates in planning and facilitating staff department meetings, including daily huddles and one-on-one meetings when possible.

Performance Management:

• Assists Director/Manager with Performance Improvement activities.
• Consults with both internal and external customers to ensure patient needs are met.
• Recommends and implements changes to work processes in coordination with administration, including but not limited to, Patient Relations team functions and processes, policy/procedure review and compliance, adherence to employee safety regulations, and employee file maintenance.
• Prepares reports as requested by manager.

Recruitment/Assessment:

• Participates in interviews and provides recommendations for hiring associates.
• Conducts ongoing assessment of performance utilizing proper assessment tools.
• Prepares annual performance evaluations and reviews with leadership.
• Assists/conducts ongoing assessments, annual performance evaluations, and corrective action as indicated.

Trainer:

• Serves as a trainer for department related to standard operating procedures, documentation requirements, and patient interaction protocols at UC Health, including environment of care, infection prevention, and patient relations support and expectations.

Other:

• Other duties as assigned.

BASIC QUALIFICATIONS

• Minimum Required: Associate degree.
• Preferred: Bachelor’s Degree.
• LICENSE & CERTIFICATION: Preferred: Notary Public - State of Ohio if living in Ohio.
• Minimum Required: 2 Years equivalent experience.
• 3 to 5 years’ experience in supervisory duties in lieu of Associate degree.

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is an EEO employer.