Lead, Patient Relations and Volunteer Services Guest Services Coronado Hospital Day Full Time

Hours:

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Shift End Time:

AWS Hours Requirement:

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Weekend Requirements:

On-Call Required:

Hourly Pay Range (Minimum - Midpoint - Maximum):

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position. The actual pay rate and pay grade for this position will be dependent on a variety of factors including an applicants years of experience unique skills and abilities education alignment with similar internal candidates marketplace factors other requirements for the position and employer business practices.

What You Will Do
Reporting to the Manager Patient Relations serves as the Lead for site volunteer services and supports patient relations activities. Key duties include managing and administering the volunteer program to include supervising the daily activities of volunteers assigned within hospital departments the Volunteer Office Gift Shop and Second Best Store. Primary contact for departments needing volunteer assistance and coordinator of daily volunteer needs. Responsible for the various administrative functions of the department including special projects such as the hospitals Planetree initiatives Auxiliary Fund Raising and community outreach activities. Patient relations duties include liaising between patients visitors volunteers and physicians with the objective of enhancing the understanding of hospital policies and services. Resolves patient/visitor complaints and responds to patient/visitor inquiries. Proactively participates with departments to improve patient satisfaction. Proactively obtains resolution of concerns brought to patient relations department.

Required Qualifications

• 3 Years administrative or healthcare experience.
• Experience coordinating the activities of large groups.
• Experience working with volunteers.

Preferred Qualifications

• Bachelors Degree

Essential Functions

• Volunteer supervision
  Coordinates the screening of prospective volunteers for maximum efficiency of placement and utilization based on business needs and volunteer interests and skillsets. Completes needed administrative follow up. Assists with recruitment orientation interviews placements and transfers. Processes daily applications. Maintains database templates. Provides training for scheduling program.
  Coordinates requests from other departments for volunteer assistance. Evaluates departmental clerical needs to provide adequate administrative support. Assists with organization of workload for office volunteers and the logistics of special projects. Contacts volunteers for extra help as needed. Follows up with departments to monitor satisfaction.
  Monitors volunteer attendance and manages volunteer workload to accommodate last-minutes requests for volunteers. Analyzes requests for information or assistance from the public and volunteers and decides appropriate way to handle requests.
  Coaches and develops volunteers in alignment with Sharps vision Mission and Planetree expectations. Addresses unsatisfactory behavior not meeting attendance standards and provides corrective resolutions as needed. If needed terminates volunteers from program participation.
  Working closely with the auxiliary provide assistance with fundraising and overseeing volunteers.
• Volunteer recognition
  Coordinates and develops volunteer satisfaction strategies and recognition opportunities and events including award tracking.
  Responsible for annual volunteer satisfaction survey and taking proactive steps to retain volunteers and ensure satisfaction
  Exhibits courtesy cooperation and respect towards patients visitors volunteers physicians and employees in all personal and telephone interactions in order to create a positive public image and harmonious work environment.
• Communication
  
  Exhibits courtesy cooperation and respect toward patients visitors volunteers physicians and employees in all personal and telephone interactions in order to create a positive public image and harmonious work environment.
  Transcribes telephone messages received and resolves or triages to appropriate personnel.
  Answers incoming calls and resolves or triages to appropriate personnel.
  Prepares routine and ad-hoc correspondence (via e-mail memos letters reports) efficiently with excellent grammar and punctuation.
  Coordinates and supports special projects assigned by the manager. Researches and gathers data from various sources and generates special projects/reports/summaries.
  Assists with identification and follow-up of environmental safety and maintenance issues in the department. Processes requests and monitors completion of required actions taken.
• Problem resolution
  Investigates resolves and responds to patient/visitor concerns in a professional and proactive manner through the closure of the complaint.
  Develops a consultant relationship with unit/department leadership and staff for recommendations during the investigation process in order to achieve complaint closure and to build and sustain a patient/customer-focused culture.
  Responds to patient complaints presented during business hours within 4-hours.
  Responds to outside telephone and written complaints within 1 business day.
  Maintains complete documentation of complaint investigation parties interviewed and complaint resolution provided to the patient or designee.
  Maintains correspondence provided to patient in response to complaint received.
  Uses clinical knowledge to effectively review charts gather information through interview and assessment and create a plan for intervention and resolution.
  Participate on committees work groups and/or process improvement teams to improve patient/customer satisfaction.
  Refers consumers to appropriate services and resources as needed.
• Office management
  In the absence of the manager assumes all responsibilities for the department making decisions as required.
  Oversee and provide leadership to other staff.
  Provides instructions and updates to volunteers and hospital staff as needed.
  Completes check requests purchase orders and capital equipment requisition. Obtains appropriate signatures and processes as required.
  Maintains department correspondence as required.
  Communicates all schedule changes disciplinary issues and special achievement of volunteers.
  Helps in preparation of department budget compiling data preparing reports and justifications as requested.
  Monitors spending for office supplies and equipment.
  Prepares monthly reports of office and volunteer activities and department requests. Reports on special events and important activities.
• Customer service
  Consistently communicates in a positive and timely manner with staff members physicians patients volunteers and visitors. Practices telephone etiquette that is perceived as pleasant professional and effective. Handles problems in a professional and proactive manner. Demonstrates teamwork cooperation and responsiveness. Implements some form of formal customer service satisfaction measurement. Results demonstrate a positive trend. Establishes and implements action plans as appropriate.
  Promotes volunteer satisfaction through a variety of recognition programs such as National Volunteer Week award ceremonies and any other creative action which might result in an environment that celebrates their accomplishments and praises their contributions to the hospital. Provides on going training to volunteers through one to one sessions meetings and newsletter and by developing an administrative structure that supports all volunteers.
• Financial analysis
  Supports manager in the oversight of Project HELP funding program.
  Provides education to reinforce the goals of Project HELP and ensure safety and wise use of resources.
• Lost and found
  Assists in investigations of lost patient items reported to the patient relations department.
  Collaborates with department managers to resolve issues regarding lost patient items.
  Provides recommendations for system improvements to reduce loss of patient belongings.
  Assists with providing reimbursement with managerial approval.
  Assists in implementing strategies to decrease lost belongings.

Knowledge Skills and Abilities

• Management and organizational skills. Knowledge of volunteer management.
• Effective oral and written interpersonal and customer relations skills intermediate computer skills good documentation skills ability to work independently analyze data and problem solve successfully.
• Able to supervise and engage non-paid personnel. Able to work independently.
• Communication and public relations skills. Knowledge of hospital procedures.
• Able to work harmoniously with volunteers and hospital staff.
• Able to coordinate clerical and other job functions for volunteers. Strong computer skills.
• Knowledge of Planetree principles and experience working with the model implementation required.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race religion color national origin gender gender identity sexual orientation age status as a protected veteran among other things or status as a qualified individual with disability or any other protected class