Patient Experience Coordinator

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Department:

Patient Experience Department

Under the supervision of the Chief Administrative Officer/Experience, the Coordinator works with patients and their families to address concerns or special needs that may arise during their course of treatment within the health system. The Coordinator acts as an intermediary between hospital departments and the patient/family to bring about the most effective healthcare treatment and positive hospital experience.  The Coordinator assists the Healthcare System in performance improvement activities, initiatives and programs related to patient experience opportunities.

• Establishes a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members.

• Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff.

• Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.

• Provides direct support of inpatient units through proactive rounding.

• Provides direct support of the Emergency Department through proactive patient rounding to regularly communicate updates on progression through ED and ensure patients understand their plan of care. In addition, supports the ED staff in opportunities for throughput.

• Acts as an intermediary to Hospital Administration on behalf of patients and their families.

• Interprets philosophy, policies, procedures, and services to patients and their families as well as visitors.

• Makes follow up phone calls to discharged patients to solicit feedback about their hospital experience and forward any clinical questions to the appropriate manager.

• Documents patient encounters in the Healthcare System Occurrence and Rounding solutions.  Triages issues to leadership teams to ensure timely and appropriate follow up and resolution. Collects data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for action.

• Identifies and supports implementation of systems and processes to patient experience.

• Facilitates Patient Experience initiatives such as Patient Family Advisory Council and Safety Fairs.

• Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the quality, effectiveness and efficiency of patient care.

• Understands and practices regulatory agency standards and department/organization policies/procedures including, but not limited to: OSHA, HIPAA, Infection Control, Environment of Care, National Patient Safety Goals, patient care policies/procedures.

• Meets mandatory department/organization job requirements within established time frames. Performs other duties as assigned.

Education: A minimum of a high school diploma or GED required. Bachelor’s degree preferred.

Licensure: None.

Experience: 1 year experience in a customer related or service area related field in a healthcare setting required.  Bilingual in English and Spanish required.

Essential Technical Motor Skills: Use of computer requires fine motor skills and precise eye/hand coordination.

Interpersonal Skills: Work requires strong interpersonal skills to deal effectively with a variety of people and difficult situations. High degree of critical thinking skills, proactive problem solver and calming demeanor. Ability to communicate effectively with all levels of staff. Good written and verbal communication skills.

Pay Range: The hourly rate for this position is $34.93 - $39.30. The range displayed on this job posting reflects the target for new hire salaries for this position. 

Job Specifications:

● Union: Non-Affiliated● Work Shift: Day Shift● FTE: 1.0● Scheduled Hours: 40

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!