Location: Washington, DC
Cap-Exempt H-1B Position — No lottery required
About this Job: **General Summary of Position** The Director of Patient Advocacy and Patient Experience at MedStar Georgetown University Hospital is responsible for overseeing the daily operations of the Patient Advocacy and experience department. The director will have responsibility and accountability for the management and direction of the Advocacy team and Patient Experience Coordinators focusing on adherence to regulatory rules regarding patient complaints and grievances. The director is also responsible for investigating and managing executive grievances and compliments including the writing of acknowledgement and resolution letters. The director serves as the point person for complaints and grievances relating to MGUH that also involve other MedStar entities. Responsibilities also include the oversight of the Service Recovery program billing disputes and insurer grievances in partnership with the quality and safety department.The Director also has oversight of the operations of the guest services department and partners with the manager of patient experience on initiatives to enhance the overall patient experience at MGUH. **Primary Duties and Responsibilities** - Manages all aspects and functions of the Office of Patient Experience within the Patient Advocacy and Experience division in partnership with the Manager of Patient Experience and Executive Director of Patient Advocacy and Experience. - Develops department goals objectives policies and procedures. Ensures compliance with business unit policies and procedures and governmental and accreditation regulations based on specific site needs. - Selects trains orients and assigns department staff. Develops standards of performance evaluates performance and conducts performance management planning. Initiates or makes recommendations for personnel actions. Maintains ongoing communication with subordinates to review programs provide feedback discuss new developments and exchange information. - Rounds on units (p