How to Apply
A cover letter is required for consideration of this position and is to be attached as the first page of your resume. Please address, in your cover letter, your specific interest in this position, and outline the skills and experience you have that directly relate to this position, and to patient and family centered care.
The Office of Patient Experience is committed to promoting and sustaining the ideal patient experience through excellence in patient and family centered care. Each employee is expected to understand and demonstrate that in every interaction we represent our entire organization in the care we provide and in the courtesies we extend to patients, families, and each respective team member. The Office of Patient Experience is dedicated to partnering with patients and families to ensure that Michigan Medicine maintains excellence in the safety, quality, and experience in care.
The Administrative Manager for Ambulatory and Cancer Center Services will assume leadership of Patient and Family Centered Care in these areas by actively supporting the philosophy, goals and objectives of Patient and Family Centered Care (PFCC) Program. The Administrative Manager will oversee the education and programmatic activities that promote and implement PFCC behaviors, and the coordination of opportunities for patients and families to contribute to the mission, vision, and values of Michigan Medicine.
The Administrative Manager will supervise the senior project manager, service excellence/training, and patient and family advisor/Volunteer Coordinator positions for Cancer Center and Ambulatory team.
- Direct, supervise and support personal growth of Cancer Center and Ambulatory Care PFCC Program personnel
- Direct, supervise, and support personal growth of Cancer Center and Ambulatory Care Services Volunteer Patient and Family Advisors
- Manage activities to promote and sustain a culture of Patient and Family Centered Care
- Provide leadership and facilitates favorable outcomes to maximize the environment for staff and patients in Michigan Medicine Cancer Center and Ambulatory Care Services
- Develop and maintain relationships with staff and faculty within Cancer Center and Ambulatory Care units in order to support efforts towards PFCC initiatives.
- Develop and manage mechanisms for patients and families to contribute to PFCC programming and positively impact the quality, safety and experience of care in the Cancer Center and Ambulatory Care units.
- Oversee recruitment and interviewing of patient and family advisors for Cancer Center and Ambulatory Care PFCC Program and assist with selection, placement, orientation, and training of family and staff participants
- Consult and oversee the creation and functioning of hospital-wide and unit-based PFCC councils, committees, faculties, and programs for the Cancer Center and Ambulatory Care services
- Identify patient and family issues and concerns, and determine possible courses of action that may improve service delivery systems in partnership with Cancer Center and Ambulatory Care staff and faculty
- Collaborate in policy review and project prioritization that promote PFCC culture, service efficiency, cost effectiveness, quality care and flexibility, in collaboration with other PFCC Program Managers and Office of Patient Experience (OPE) leadership
- Responsible for assessing, measuring, and continuously improving the PFCC Program, in collaboration with OPE leadership
- Prepare and deliver oral presentations, and develop written reports
- Assist public relations, community relations, and development by providing the patient and family voice (verbal and written), in collaboration with other PFCC Program Managers
- Participate and contribute to regional, national, and international organizations as required to enhance program excellence
- Prepare grants for financial support
- Develop and oversee the communication strategy for communicating PFCC throughout MI Medicine, in collaboration with PFCC Program Managers
- Provide leadership in team meetings and foster an environment of collaboration, transparency and trust
- Facilitate open communication so that families and professionals feel free to express themselves and work collaboratively to design, implement and evaluate improvement efforts
- Coordinate and provide training to students, residents and hospital staff so that they can effectively display PFCC behaviors and attitudes that families value most
- Serve as an on-site resource and support for patients, families and staff
- Function as liaison among patients, families, and staff to facilitate patient satisfaction
- Facilitate communication among patients, families and health care members to promote safety and quality and to provide a seamless patient experience
- Provide administrative and operational oversight for the PFCC Program when relating to quality, program development, marketing, performance improvement, research, partnerships, and care models, in collaboration with Adult Services PFCC Program Manager
- Establish short and long-term goals for the PFCC Program aligned with OPE strategic plan, in collaboration
- Bachelor’s degree in a related field
- Demonstrated ability to work effectively and respectfully with patients and families, staff, faculty and students from diverse backgrounds.
- Excellent interpersonal and written and verbal communication skills.
- Demonstrated ability to lead teams and achieve results.
- Strong relationship-building skills, including the demonstrated ability to build consensus among a decentralized stakeholder base. Strong team orientation and ability to manage in complex organizations.
- Demonstrate exceptional verbal, written, interpersonal, and customer service skills
- Proficient in Microsoft Office applications (Word, Excel, Powerpoint, etc.)
- Ability to relate to diverse age, cultural, and demographic backgrounds
- Sound understanding of concepts of Patient and Family Centered Care
- Demonstrate excellent organizational, problem solving and negotiation skills with an independent work initiative
- Experience working with and defining boundaries among highly stressed patients and families
- Ability to interpret role to staff, other professionals, and community with tact and judgment
- Demonstrate the analytical skills necessary to identify and solve problems within a constantly changing environment
Knowledge of University of Michigan & Michigan Medicine Policies and Procedures.
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act.
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.