Per the Job Description, applicants must have 3 years directly related experience with PFACs.
Implement and manage UNM Hospital Patient and Family Advisory Committee (PFAC). The Manager Patient and Family Advisory Committee oversees the development and implementation of practices, programs and policies that support the strategic integration of patient and family engagement, including alignment within UNMH and UNM HSC PFACâs. The Manager of PFAC will work collaboratively to facilitate shared knowledge of and learnings from Patient and Family Advisory Committees across the organization and throughout the system The Manager Patient and Family Advisory Committee will demonstrate excellent communication and presentation skills along with the ability to influence the work of teams. Ensure adherence to Hospitals and departmental policies and procedures. No patient care assignment.
LEADERSHIP - Provide system-wide leadership, effective management and education in the area of mapping patient experience; act as resource to the organization in relation to evidence-based practices as related to patient experience; work as internal consultant to develop and guide the progress of patient experience initiatives; provide direction and counsel to executive leaders in the area of patient and employee engagement and service excellence; works with and is able to act as a team facilitator and demonstrate project management skills
RESOURCE - Functions as CAHPS (Hospital, Outpatient and Clinical Group) subject matter expert of patient experience related data, resources, survey administration and information
DIRECTION - Work with departments to identify and design opportunities for system-wide improvement to drive excellence. Provide strategic direction and oversight for patient experience improvement initiatives throughout the health system. Develop targeted coaching plans and improvement goals to improve results; partners with any external consultants related to patient experience and service excellence or employee/physician engagement and is able to demonstrate collaboration
LIAISON - Coach on the survey process and results. Function as a liaison and resource to other departments, create and maintain performance improvement dashboards; provides direct feedback to management regarding implementation of process changes to achieve and sustain patient experience best practices; identifies resistance to barriers to change and addresses issues appropriately
GOALS - Support the tracking and trending of service related outcomes, identify opportunities for improvement, recommend and implement solutions to achieve improved patient experience performance goals and patient/staff engagement; direct and oversee effectiveness of teams to meet established patient experience goals. Aid in the development and achievement of department goals and objectives that are consistent with the mission and vision
EVALUATE - Evaluate results to identify opportunities for improvement in customer satisfaction and patient experience. Provide recommendations, action plans, and timelines for improvement. Collaborate with leaders to review results and develop division strategies for improvement in employee performance; assess employee engagement and physician satisfaction as related to patient experience; establishes patient experience/engagement scorecard, employee engagement scorecard by facility, and reports quarterly to senior leadership
MANAGE - Manage large scope, highly complex projects, diverse workgroups, data gathering and reporting with organization-wide visibility and impact; demonstrate ability to function independently using strong time management and organizational skills
ADMINISTRATION - Perform various administrative functions such as monitoring expenditures and preparing reports and correspondence; may participate in a variety of research projects to develop service plans; may propose changes to program policies and procedures
DEVELOPMENT - Enhance professional growth and development through participation in educational programs, reading current literature, attending in-services, meetings and workshops
Bachelor's Degree in related discipline
3 years directly related experience
Education Requirements - Preferred:
Master's Degree in related discipline
Experience Requirements - Preferred:
Bilingual English/Keres, Tewa, Tiwa, Towa, Zuni, or Navajo
3 - 5 years healthcare experience
Physical Demands Requirements:
Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Working Conditions Requirements:
No or min hazard, physical risk, office environment