Administration Assistant Intern

Job Summary :

We have the great privilege of helping patients and families re-build their lives. It's extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients "Ask for Mary," they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers.

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes.The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care.

Mission Statement
Restoring hope and freedom through rehabilitation.

Summary
Performs administrative and advanced clerical support for the Quality Division, including the Vice President of Quality, Risk and Patient Safety Manager, Quality Division Coordinator, Director of Education, Guest Services Coordinator, and Institutional Review Board Coordinator. Provides support for quality, accreditation, and patient experience initiatives.

Essential Job Responsibilities

• Assists VP of Quality and Guest Services Coordinator with patient experience initiatives for the organization including, but not limited to:
  • Staffs the Professional Services Building Front Desk one shift weekly to greet, provide information, and assist with way-finding for patients and guests. Collaborates with POB Desk team to manage weekly coverage needs.
  • Coordinates ordering, inventory control, invoice reconciliation and payment for patient satisfaction initiatives and amenities including patient graduation t-shirts, and other patient experience activities.
  • Assists with selection, ordering, and installation locations for patient experience photos.
  • Assists with patient satisfaction survey data/comment reporting and distribution upon request (Press Ganey, internal surveys, etc).
  • Assists with scheduling and coordination of patient experience advisory groups, focus groups, informal mystery shopper processes; completes meeting minutes.
  • Supports Guest Services Coordinator with orientation and coordination of Patient Experience Volunteers.
  • Supports Guest Services Coordinator with orientation, observation, and coaching of Guest Services staff.
  • Integral member of the Guest Services team, providing routine coverage of daily breaks, and assists with planned/unplanned coverage upon request.
• Responsible for coordination and conducting patient follow-up phone and text surveying, data entry, and coordination of reporting to support inpatient program evaluation.
• Assists VP of Quality and Risk/Patient Safety Manager with correspondence and documentation related to patient complaints, patient grievances, and legal correspondence.
• Provides periodic assistance to Director of Education and Medical Education Coordinator including compiling education event survey feedback/results, and supporting Leadership Develop Institute events/materials, and other items upon request.
• Assists VP of Quality and Risk/Patient Safety Manager in coordinating meetings, compiling minutes, and assisting with process mapping efforts for performance improvement projects related to patient experience or patient safety improvements.
• Assists with organizational accreditation readiness and survey activities, including compliance documents being up to date with current standards, monitoring chapter leader readiness, coordination of survey schedules and activities, and monitoring of action plans.
• Assists Risk and Patient Safety Manager with contract inventory, documentation of Daily Safety Rounds, and back up for monitoring RL6 occurrence reports.
• Supports Division with internal signage content and review to meet department and patient need for direction and way-finding.
• Responsible for MFB Conference Center/Room policies/procedures, updating InsideMFB Service Center for Conference Rooms, and is point person to address meeting room specialty needs and/or room conflicts.
• Support Division with Health Stream administrative functions/duties.
• Provides advanced clerical support for the Division including:
  • Greets visitors, answers phones, and directs to appropriate person/department
  • Meeting scheduling, compilation, and distribution of minutes
  • Creates materials to support presentations, displays, dashboards, etc.
  • Review and processing of all invoices; tracking cost center expenses against budget
  • Receives/distributes mail; faxing, copying, memos/other correspondence
  • Maintains/orders supplies
  • Room and audio visual scheduling and set-up
  • Advanced use and department support of Microsoft Office applications
  • Provides support for API time keeping, edits, and approvals upon request
  • Back up support for Education Department upon request
  • Collaborate with Quality Intern as requested
• Role models Mary Free Bed Standards of Behavior including assisting patients, employees, or visitors with problems, taking appropriate action, or referring individuals or messages to the appropriate personnel.
• Other duties as assigned.

Customer Service Responsibilities:
Demonstrates excellent customer service behaviors consistent with organizational and departmental standards. Consistently promotes teamwork and direct communication with co-workers. Deals discretely and sensitively with confidential information.

Responsibilities in Quality Improvement:
Contributes by identifying problems and seeking solutions. Promotes patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Essential Job Qualifications (Knowledge, Education, and Training Requirements)

• Working on a degree in Business, Healthcare Administration, Hospitality, or Allied Health area or equivalent work experience.
• College coursework and/or experience in quality, hospitality or customer service industry
• Demonstrated organizational skills to manage multiple projects simultaneously, with exceptional accuracy and attention to detail.
• Competent language and grammar skills with the ability to compose, edit, and proof minutes, letters, and other correspondence.
• The competence to make independent decisions as well as preserve the confidentiality of special matters.
• Advanced competency with Microsoft Office applications, Adobe, Share Point
• Experience in compiling and presenting data in meaningful formats.
• Energetic, positive, collaborative "can-do" attitude and work style.
• Experience in working with people of diverse backgrounds
  • Physical Requirements Required
  • Able to exert up to 35 pounds of force occasionally (up to 1/3 of the time)
  • Able to lift, carry, push, pull, up to 35 pounds occasionally
  • Able to sit for the majority (1/3 - 1/2) of the time, but may involve brief periods of time involving walking or standing.
  • Able to work in front of crowds as a representative of Mary Free Bed
  • Able to use keyboard frequently (1/3 to 2/3 of the time)