Job Description Balanced Scorecard

"People are our most important asset" a common statement made by numerous organizations. Yet many HR Managers struggle when trying to implement corporate HR strategies to support the statement. Often fellow managers just aren’t prepared to accept HR’s advice on how best to utilize this "most important asset", simply because they still consider HR a necessary operational evil, rather than a strategic partner with a shared focus on value generation. How can HR managers change this impression and be considered a valued strategic partner by the rest of the organization? That is the thousand dollar question while deciding Job Description Balanced Scorecard

Job Description is nothing but list of duties and responsibilities of that job and expectations of the employer from the employees. And when it comes to Job Description Balanced Scorecard, then duties and responsibilities of the team managing and responsible for accomplishment of those in the organizations. Plenty of management tools have been designed to increase focus on HR issues as value drivers and Job Description Balanced Scorecard is no exception here, but few combine local relevance and operational benefits with strategic goals and corporate alignment as effectively as the Balanced Scorecard methodology.

Using a mix of presentations, practical exercises, cases studies and group discussion, the Job Description Balanced Scorecard will explain the concepts of Balanced Scorecard in general and the HR Scorecard in particular focusing on practical aspects of design, implementation, and deployment. It will illustrate how Balanced Scorecard used at the centre of a strategic management process can:

·       Help management teams better understand the importance of HR issues in relation to value generation

·       Help HR managers translate corporate HR strategies into relevant advice by better understanding HR requirements specific to individual parts of the organization

·       Support strategic alignment of goals, initiatives, people, processes and systems throughout the organization

Let’s see Job Description Balanced Scorecard of Patient Advocate as a sample.

Occupational Summary: Investigate, resolve, document and report organization-specific patient and visitor compliments and concerns to leadership and staff.  Develop, implement and participate in customer service and patient relations initiatives related to the Duke University Hospital.  Provide monthly accountability and variance analysis of Balanced Scorecard Customer Service Outcomes to assigned Clinical Service Unit(s). 

Job Description Balanced Scorecard Work Performed:

·       Facilitate resolution of complaints/grievances/requests for Patients & Visitors for assigned Clinical Service Unit.

·       Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff.

·       Document patient/visitor concerns to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome; input into Resolve Concern System (RCS) database.

·       Compose letters or e-mails to patients, visitors, or PDC/Health System physicians, leadership, ensuring grammatical accuracy and according to the terms of the Duke grievance policy.

·       Coordinate interventions/services with PDC Customer Service and Patient Relations, Patient and Visitor Relations and Risk Management.

·       Collaborate with unit leadership to meet customer service and clinical quality outcomes for the customer service segment of the balanced scorecard on assigned CSU.

·       Identify systems related problems, via patient/visitor data, and work collaboratively with physicians, administrators and staff to resolve.

·       Conduct monthly accountability and variance analysis of balanced scorecard customer service outcomes.

·       Analyze complaint/grievance data and collaborate with CSU Leadership and staff on a monthly basis.

·       Assist in the preparation of annual and quarterly executive reports for senior leadership; present data to leadership teams.

·       Develop a consultant relationship with assigned clinics/units to build and sustain a patient/customer-focused culture.

·       Lead Customer Service Training for staff on assigned CSU.

·       Participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction.

·       Notarize Advance Directives for DUHS/PDC patients by request; serve as a resource to answer questions regarding Advance Directives.

·       Perform other related duties incidental to the work described herein.