Patient Services

1.0 FTE, 10 Hour Evening Shift

At Stanford Children’s Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.

Job Summary

This paragraph summarizes the general nature, level and purpose of the job.

Provide daily oversight to the patient facing, non-clinical role, including but not limited to Patient Companions, Nursing Assistants, and Registry Staff. The role focuses on daily supervision, addressing issues, and seizing opportunities to enhance the quality of patient care delivered by our staff. A significant part of this job involves direct interaction with patients and their families, ensuring a positive and supportive experience. The supervisor will manage escalations, provide coaching, and carry out disciplinary actions and evaluations for the team, with a particular emphasis on the development and performance of staff.

Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital’s policies and procedures, including its Service Standards and its Code of Conduct.

• Team Supervision: Provide direct supervision to the Float Team, including Patient Companions, Nursing Assistants, and Registry Staff. Ensure that all team members are adequately trained, supported, and aligned with the organization's standards of patient care.

• Operational Oversight: Oversee the daily operations of patient-facing non-nursing staff, addressing any issues that arise and identifying opportunities for improvement in patient care and staff performance.

• Communication and Collaboration: Serve as the primary point of contact for escalations related to the Float Team. Work closely with nursing staff, department managers, and other healthcare professionals to ensure cohesive patient care and resolve any conflicts or challenges efficiently.

• Performance Management: Conduct regular evaluations of staff performance, including coaching, disciplinary actions, and recognition of exemplary service. Implement strategies to foster professional growth and development within the team.

• Patient and Family Interaction: Ensure that the team maintains high standards of communication and interaction with patients and their families, promoting a positive and supportive environment.

• Policy and Procedure Compliance: Monitor compliance with hospital policies, procedures, and safety protocols among the Float Team. Provide training and updates to staff as necessary to ensure adherence to the latest healthcare standards and regulations.

• Staffing and Resource Allocation: Manage the scheduling and allocation of Float Team staff to meet the dynamic needs of the hospital. Anticipate and plan for fluctuations in patient volume to maintain optimal levels of care.

• Reporting and Documentation: Maintain accurate records of staff performance, patient care activities, and any incidents or issues. Report key metrics and insights to senior management to inform decision-making and strategic planning.

  Minimum Qualifications

  Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

  Education: Associate Degree in related field.

  Experience: Two years of progressively responsible and directly related work experience. Experience as Nursing Assistant preferred. Lead or Supervisory experience preferred.

  License/Certification: Current American Heart Association (AHA) Certification for Basic Life Support (BLS) for Healthcare Providers.

  Knowledge, Skills, & Abilities

  These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

• Healthcare Practices and Standards: Understanding of clinical practices, healthcare protocols, and standards of care, especially in relation to patient care and safety.

• Regulatory Compliance: Familiarity with state and federal healthcare regulations, including those related to patient privacy (HIPAA) and labor laws.

• Patient Care Techniques: Knowledge of basic patient care practices, needs assessment, and the ability to oversee the execution of care plans.

• Administrative Procedures: Understanding of administrative processes, including scheduling, record keeping, and office management.

• Human Resources Practices: Knowledge of hiring practices, performance evaluation methods, and disciplinary procedures.

• Leadership and Supervision: Ability to lead, motivate, and manage a diverse team of healthcare professionals and support staff.

• Communication: Excellent verbal and written communication skills for interacting with patients, families, staff, and external parties.

• Problem-Solving: Ability to address and resolve issues related to patient care, staffing, and administrative challenges effectively.

• Organizational: Strong organizational skills, including the ability to manage schedules, prioritize tasks, and maintain accurate records.

• Decision Making: Sound judgment and decision-making skills, especially in fast-paced or emergency situations.

• Empathy and Sensitivity: Ability to understand and respond to the needs of patients and their families with compassion and sensitivity.

• Flexibility and Adaptability: The capacity to adapt to schedule changes, patient needs, and unforeseen challenges with a positive attitude.

• Detail-Oriented: Attention to detail, ensuring that care plans are followed accurately and that administrative tasks are completed thoroughly.

• Tech-Savviness: Proficiency with healthcare IT systems for scheduling, record-keeping, and communication.

• Time Management: The ability to manage one¿s own time and the time of others effectively, ensuring efficient operation of the unit.

  Physical Requirements and Working Conditions

  The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

Pay Range

Compensation is based on the level and requirements of the role.

Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data.

Typically, new team members join at the minimum to mid salary range.

Minimum to Midpoint Range (1.0 FTE): $68,577.60 to $90,968.80

Equal Opportunity Employer

L ucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements, and where applicable, in compliance with the San Francisco Fair Chance Ordinance. REQNUMBER: 19532-1A