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Ombuds Officer- Kaiser Permanente Bernard J. Tyson School of MedicineLocation: Pasadena, CA Job Number: 949845 Date posted: 06/04/2021
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By joining the team that is designing and implementing Kaiser Permanente Bernard J. Tyson School of Medicine, you will have the opportunity of a lifetime to create a medical school that will educate physicians for the 21st century and beyond and be a catalyst for change in medical education. The School of Medicine team works from an interdependent model of practice and we are looking for someone who thrives in a highly challenging role within a high functioning team-based environment.
The Kaiser Permanente Bernard J. Tyson School of Medicine is devoted first and foremost to offering an outstanding, forward-thinking medical education. Its curriculum is built on the three pillars of Biomedical Science, Clinical Science, and Health Systems Science. Students will think broadly about the ways care can be more effective for everyone and learn how to advocate for better health in homes, school, workplaces, neighborhoods, and society at large. The school will incorporate many of the most innovative and effective educational practices available today and will give students the opportunity to learn from the physicians and care teams in Kaiser Permanente’s integrated health care system. This approach will provide future physicians with the knowledge and skills to play key roles in the transformation of healthcare in our nation and help people from all backgrounds and settings thrive. Learn more at medschool.kp.org
Establishes and leads the Kaiser Permanente Bernard J. Tyson School of Medicine (KPSOM) Office of the Ombuds in providing confidential, independent, informal, and impartial conflict resolution services to the school community in compliance with professional standards of practice and code of ethics. Responsible for program administration and management, including establishing priorities, goals, objectives, and work plans, and directing resources for the Office. Possessing wide-ranging skillsets and experience, uses conflict resolution and mediation techniques to resolve complex issues in which analysis of situations or data requires an in-depth evaluation of variable factors. Exercises sound judgment and analysis of situations in selecting methods, techniques, and evaluation criteria for obtaining results. Is considered a subject matter expert at the school.
- Establishes, manages, and directs the KPSOM Office of the Ombuds in providing confidential, independent, informal, and impartial conflict resolution services to the school community.
- Responsible for program administration and management and independently establishes priorities, goals, and objectives, and develops outreach activities and training on conflict resolution.
- Manages the difficult, complex, or politically sensitive cases where analysis of situations or data requires an in-depth evaluation of variable factors.
- Utilizing expert conflict resolution and mediation techniques and skills, works with individuals and/or groups to present a range of options to resolve conflicts and disputes that affect their professional and personal lives, including complex and/or difficult cases.
- Coaches individuals on communication skills, giving feedback, using non-defensive language, presenting detailed and coherent information, being proactive and exploring best and worst case scenarios.
- Assists in clarifying policies and procedures and how to navigate the organizational hierarchy.
- Serves as institutional resource to other offices at KPSOM for resolving complaints and disputes.
- Establishes and maintains effective working relationships at all levels of administration on issues identified through casework.
- Monitors and assesses schoolwide climate, student/faculty/staff satisfaction and morale.
- Makes recommendations for organizational policy and/or procedural changes for clarity and improvement, and advocates for change when appropriate to improve school climate.
- Provides high-level summary reports, including recommendations for institutional policy and/or procedural changes. Ensures consistency and accuracy in reporting on overall activities.
- Other duties as assigned.
- Ensures adherence to the International Ombudsman Association (IOA) Standards of Practice and Code of Ethics.
- Minimum five (5) years of related experience in higher education, academic medicine, and/or healthcare.
- Advanced ombuds professional training.
- Bachelors degree required.
- Ability to act with utmost discretion, confidentiality, and neutrality.
- Expert knowledge of conflict resolution and mediation techniques, methods and principles, and demonstrated ability to develop effective options for conflict resolution.
- Expert knowledge of applicable laws, rules, regulations and/or policies and procedures, research methods, techniques, and sources of information.
- Knowledge of management principles, concepts, and best practices, including skill in establishing and implementing the vision, program direction, goals, and objectives for the KPSOM Office of the Ombuds.
- Adherence to strict standards of practice and ethical conduct, including the International Ombudsman Association (IOA) Standards of Practice and Code of Ethics.
- Expert interpersonal communication skills, including active listening, discernment, empathy, and sensitivity; expert critical thinking, analytical and problem-solving skills.
- Excellent written communication skills.
- Highly effective presentation and meeting facilitation skills; demonstrated ability to develop and deliver effective training programs and outreach sessions, and to moderate a range of meetings, including town hall style forums and small group listening sessions.
- Ability to work collaboratively to build and sustain highly effective, and positive relationships at all levels of the organization.
- Deep experience working with diverse populations, across multiple dimensions including race, ethnicity, gender, sexual orientation, gender identity, ability, and organizational hierarchy.
- Demonstrated commitment to the principles of equity, inclusion, and diversity.
- High degree of emotional intelligence to interact with diverse colleagues and visitors on highly sensitive and complex matters; ability to assess ones own behaviors and the impact they have on others.
- Minimum seven (7) years of related experience in higher education, academic medicine, and/or healthcare.
- Experience providing organizational ombuds services to university or college employees.
- Experience working with Alternative Dispute Resolution (ADR) procedures.
- Certification as a Restorative Justice practitioner, or willingness to be certified as a practitioner, or demonstrated expertise and experience with Restorative Justice practices.
- Masters degree in business, health care, public administration, or related field desired.
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
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Compliance, Privacy & Regulatory Careers
We've established a comprehensive, world-class compliance, privacy, and regulatory program, giving you the chance to make a difference in the lives of millions. As a member of this team, you'll engage with internal stakeholders to foster an environment of safety and trust for our members, physicians, and employees alike.
Helping to establish and maintain an effective compliance program, you'll ensure that we operate according to the highest ethical standards and follow all applicable laws, standards, policies, and procedures. Everything we do — from developing policies and training to protecting privacy and security — reinforces our commitment to our members, regulators, and the communities we serve.
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