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Director, Patient and Guest Relations
Chicago, IL
Job Description
Director, Patient and Guest Relations
Director, Patient and Guest Relations
Hiring Department: Excellence and Experience
Location: Chicago, IL USA
Requisition ID: 1024781
Posting Close Date: May 6, 2024
About the University of Illinois Chicago
Salary: $146,660 - $176,439
UIC is among the nation's preeminent urban public research universities, a Carnegie RU/VH research institution, and the largest university in Chicago. UIC serves over 34,000 students, comprising one of the most diverse student bodies in the nation and is designated as a Minority Serving Institution (MSI), an Asian American and Native American Pacific Islander Serving Institution (AANAPSI) and a Hispanic Serving Institution (HSI). Through its 16 colleges, UIC produces nationally and internationally recognized multidisciplinary academic programs in concert with civic, corporate and community partners worldwide, including a full complement of health sciences colleges. By emphasizing cutting-edge and transformational research along with a commitment to the success of all students, UIC embodies the dynamic, vibrant and engaged urban university. Recent "Best Colleges" rankings published by U.S. News & World Report, found UIC climbed up in its rankings among top public schools in the nation and among all national universities. UIC has nearly 260,000 alumni, and is one of the largest employers in the city of Chicago.
Description:
About UI Health
The University of Illinois Hospital & Health Sciences System (UI Health) provides comprehensive care, education, and research to the people of Illinois and beyond. A part of the University of Illinois at Chicago (UIC), UI Health comprises a clinical enterprise that includes a 495-bed tertiary care hospital, 22 outpatient clinics, and 13 Mile Square Health Center facilities, which are Federally Qualified Health Centers. It also includes the seven UIC health science colleges: the College of Applied Health Sciences; the College of Dentistry; the School of Public Health; the Jane Addams College of Social Work; and the Colleges of Medicine, Pharmacy, and Nursing, including regional campuses in Peoria, Quad Cities, Rockford, Springfield, and Urbana. UI Health is dedicated to the pursuit of health equity.
Position Summary
This position is responsible for: managing the Patient & Guest Experience Office to enhance a positive and rewarding experience for patients, families, and guests facilitating patient/family & guest advocacy through problem resolution and service recovery, directing guests to resources, managing information, and providing post service follow up. Oversee the implementation and oversight of process and service-oriented programs and best practices in alignment with the enterprise-wide experience transformation efforts, including the Patient Experience Navigation Program, Service Recovery Program, and Post Service Follow Up Program.
Duties & Responsibilities
- Identify, implement, and manage best service practices to improve the efficiency and effectiveness of the Patient Experience Navigation Program, Service Recovery Program, and promote access to service programs for patients with disabilities.
- Collaborate with UI Health's Professional Excellence Review Committee and Vanderbilt University's Patient Advocacy Reporting System (PARS) to promote professional accountability through the collection, documentation, and management of provider complaints/grievances.
- Develop and implement customer focused service recovery program to manage complaints and grievances in alignment with hospital policies and regulatory mandates.
- Lead, develop, and implement a process to address and coordinate a response to inquiries related to access to Hospital, Clinic programs, and services in a prompt and equitable manner.
- Chairs the Grievance Committee, as authorized by the Board of Trustees to review and reconcile grievances that remain unresolved through the process, as well as to assure the complaint and grievance response system is timely.
- Serve as a project manager leading special projects related to identifying opportunities to provide world class patient/guest experiences.
- Provide a 4-tier Workplace Violence Prevention Training program to promote safety and minimize Type II workplace violence throughout the organization.
- Conduct regular service rounds throughout hospital and clinics to proactively manage patient and guest satisfaction. Interact with patients and family members, provide emotional support, and facilitate their access to hospital resources and provide service recovery as needed.
- Implement, evaluate, and revise policies and procedures for patient rights and problem resolution in compliance with hospital policies, as well as local, state, and federal mandates and accrediting agencies.
- Track, trend, and analyze patient/guest complaints and grievances and other performance analytics. Regularly provides leadership with appropriate data; identify opportunities for improvement and develop and implement action plans to address performance gaps.
- Develop and chair a robust Patient & Family Advisory Council (PFAC) and Grievance Committee. Collaborate with the Chief Experience Officer and PX Directors for data input and action plan development.
- Interpret and analyze performance indicator information to track and monitor performance trends, identify opportunities for improvement, and develop, prioritize, and implement action plans.
- Report service outcomes and result of performance goals to the leadership team.
- Plan assign and review work of staff to ensure productivity and that group objectives are met. Hire, train, develop and manage staff to ensure that qualified staff exists to meet group objectives.
- Perform other related duties and participate in projects as assigned.
Qualifications:
Minimum Qualifications
- Bachelor's degree in nursing or a relevant clinical/patient care area is required.
- A minimum of three years professional experience in facilitating patient/family complaints & grievances, patient/family advocacy or guests experience is preferred.
- Professional License/Certification in healthcare field and experience in a healthcare environment is required.
- Strong critical thinking skills and ability to quickly resolve issues and concerns.
- Experience in a healthcare environment is required.
- Skill in process improvement methodologies, (e.g., six sigma, PDSA/PDCA) process management or change management (Preferred.) Lean Six Sigma training/certification preferred.
- Excellent communication skills (verbal and written).
- Proficiency in writing and editing reports and action plans.
- Skill in utilizing data and analytics to identify trends to drive process improvements.
- Computer proficiency includes Microsoft Word, Excel, PowerPoint, and Outlook.
- Understanding of industry best practices.
Preferred Qualifications
Master's degree in science, liberal arts, healthcare, human services/, business administration, or a related discipline is preferred.
The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.
The university provides accommodations to applicants and employees.
Looking for more University of Illinois positions?
We invite you to search for positions at each of the University of Illinois locations, the University of Illinois System Office and the University of Illinois Foundation. The University of Illinois System Office supports the primary missions of teaching, research, public service, and economic development for all of the Universities and offers positions in all locations. The University of Illinois Foundation is the official fundraising and private gift-receiving agency for the University of Illinois and also offers position in all locations. Click the links below to search for other University of Illinois positions.
The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.
To apply, visit
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The University of Illinois may conduct background checks on all job candidates upon acceptance of a contingent offer. Background checks will be performed in compliance with the Fair Credit Reporting Act.
The University of Illinois Chicago is an affirmative action, equal opportunity
institution/employer and does not discriminate on the basis of race, color, national origin, sex, religion, age, sexual orientation, gender identity, veteran or disability status, height, weight, or marital status in employment or the provision of services.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
3+ years
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