Serves as role model to staff, reinforcing principles of service orientation and ensuring that the focus is always on improving patient care and/or services, effectively resolve concerns, complaints or conflict with patients, families, physicians and other interprofessional health care team members, taking appropriate action and channeling concerns according to appropriate procedures. Ability to identify and understand issues, problems and opportunities, comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints and probable consequences.