Mary Free Bed 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.
Employment Value Proposition
At Mary Free Bed, we take pride in our values-based culture:
Diversity, Equity, and Inclusion. Our Commitment to providing an inclusive environment for patients, families, staff, and community, through embracing Diversity, Equity, and Inclusion T.O.G.E.T.H.E.R.Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees.Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.Summary
Manage the following outpatient service functions and/or staff: Referral Management, Scheduling, Registration, Patient Experience processes for all Mary Free Bed Rehabilitation locations.
Essential Job Responsibilities
Responsible for the overall function and management of the outpatient access service staff and processes at all MFB system locationsAchieve success by meeting performance indicators, standards, and annual performance targetsMonitor monthly financial reports and provide input into the annual budgetDevelop, revise and implement work area policies and procedures to ensure efficient operations and compliance with regulatory standardsWork with Outpatient leadership to communicate with referral sources and encourage innovation of processes and growth of programsProvide direction of staff and team leads responsible for the supervision of Patient Service Representative (PSR) staff or of essential PSR functionsEnsure staff orientation, training and competency assessments are scheduled and documented in an organized, accurate and timely mannerMonitor staff work time, productivity and attendance for adherence to MFB policiesCreate a positive environment conducive to professional development of coworkers that is demonstrated on an ongoing basis including, but limited to, perception, mentoring, teaching, orienting, role modeling and team participationInvestigate, document and resolve problems and complaints from patients and familiesEnsure problem are investigated thoroughly and in a timely manner, with minimal assistanceProvide effective and positive systems improvements as part of problem resolutionCommunicate and facilitate rapport with staff that secures a highly engaged team who consistently achieves patient satisfaction score goalsMaintain an active presence using monthly leadership roundsPromote interdepartmental partnerships, collaborating with other departments and institutions to facilitate optimal patient care at Mary Free BedAssume responsibilities for professional development of self and contributes to and assists with the professional development of othersAssure and promote the professional growth and development of staffEnsure annual mandatory training activities are completed within established time framesLeadership Must-Haves will be followed for patient and staff interactions:Embrace Diversity, Equity and Inclusion, by:Treating everyone with dignity and respect
Opening more doors to opportunities for underrepresented cultures
Growing talent and people
Evaluating and eliminating disparities
Taking action against injustices, bias and racism
Honoring our differences and how to collaborate
Educating staff, patients and the communities we care for
Restoring Hope and Freedom, together
RoundingThank You NotesEmployee Selection/Peer InterviewingKey Words at Key TimesAIDET® + PromiseStandards of BehaviorCustomer Service Responsibilities
Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.
Responsibilities in Quality Improvement
Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.
Essential Job Qualifications
Bachelor’s degree in health-related field or other field with relevant experience in large customer-facing industry3+ years supervisory experienceDemonstrated experience and success with customer service principlesProven excellence in organizational, communication and problem-solving skillsExperience and ability to learn large-scale complex software systems, Epic experience a plusRequires information management skills to communicate, explain, interpret, and present dataAbility to exercise independent judgmentPreferred Job Qualifications
Master’s degree in relevant field including; MBA, MPH, MHA or similarEpic certifications in CBO, Cadence or similar applicationsCompensation based on experience, starting from $75,000.
The above statements are intended to describe the general nature and level of work being performed by employees in this classification. If you require a reasonable accommodation to perform the essential functions of this position, you must request accommodation in writing, within 182 days after you know or should know of the need for accommodation.
Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.