PATIENT CARE COORDINATOR

Responsibilities

What we're looking for:

The Horsham Clinic is seeking a dynamic and talented Patient Experience Liaison.

The Horsham Clinic is a 206-bed, private behavioral healthcare facility located on a beautiful 55-acre suburban campus in Montgomery County. We are minutes from Philadelphia and serve patients and families from Southeastern Pennsylvania and New Jersey. The Horsham Clinic provides comprehensive behavioral health services to children, adolescents, adults, and their families. In addition to our main campus in Ambler, we have two satellite partial hospitalization programs in Chester County and Delaware County. Our program diversity reflects the needs of the community and the expertise of our board-certified Medical Directors that offer a combined 40-year of tenured experience at Horsham Clinic.

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Summary

The Patient Experience Liaison serves as the Patient Advocate for The Horsham Clinic. The Patient Experience Liaison inve s tig a te s, re s olve s, d o cum e n ts and r e ports o rgani za ti o n- specific patien t and v isitor compl a ints and concerns to l ea d e r s hip and staff. Th e P a tient Ex peri e nce Liais o n w orks with p a tients and their famili e s to addre s s concerns or s p e cial needs that ma y arise durin g their course of tre a tm e nt within th e h o spital s ettin g. T he Pati e nt Ex p e rience L iai s on collab o ra tes dir ec tly with variou s m e mber s of the healthcare team, h o spital departmen ts , and admini s tra t i o n t o ensure r eso lution of con c erns pre s ent e d by patients , families , v isi tors or o th e r r e pr e se n ta t i ves o f th e p a ti e n t with th e go al of fa cilit a tin g a po s iti ve p a ti e n t e x perience during their time in the or g ani za t i o n . T h e Pa ti e n t Ex p e rienc e L i a i s on ac ti ve l y particip a te s in th e de v elopment and impleme nta tion o f c u s tom e r s ervi ce and p a tie n t relatio ns initiatives rel a ted to th e fa c ility' s mi ss ion and g oals. The Pati e n t E x pe rie n c e Li a i s on act s as an intermedi ary between hospital d e partm e nt s and th e patient/famil y to bring o ut th e mo s t e ff ective healthcare treatmen t and positiv e ho s pital exp e rience .

Whats in it for you? (Benefits/Perks)

• Free meals/parking
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match and discounted stock plan
• Tuition Reimbursment
• Student Loan Repayment Program
• Competitive Compensation & Generous Paid Time Off
• Career development opportunities within UHS and its 300+ Subsidiaries!
• Challenging and rewarding work environment

Responsibilities

• Establishes a rapport with patients and families to learn what is the most important to them in their hospital experience and their preferences. Communicates findings the Performance Improvement Director to identify trends and areas of opportunities.
• Serves as The Horsham Clinic's Patient Advocate and 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.
• Makes follow up phone calls to discharged patients and solicit feedback about their hospital experience based on feedback from individual patients and their families.
• Uses finding from analysis of trends in complaints to mentor individuals and departments to develop appropriate service actions plans.
• Triages issues/concerns to appropriate departments to ensure better service to our customers.
• Achieves department/organization outcomes. Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction/
• Assists with identification and implementation of systems and processes to improve efficiency and reduce expenses that do not compromise quality of service/mission.
• Initiates patient or family concern reports, as appropriate, when issues arise. Incorporates key concepts into communication with patients and families.
• 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.
• Provides input into opportunities for system improvements.
• Collects data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for action.
• Understands and practices regulatory agency standards and department/organization policies/procedures.
• Educates patients about patient satisfaction surveys prior to discharge.
• Provides each discharge patient with Google review information.

About UHS (Our Parent Company)

One of the nation's largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. During the year, UHS was again recognized as one of the World's Most Admired Companies by Fortune; and listed in Forbes ranking of America's Largest Public Companies. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom.

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

We believe that diversity and inclusion among our teammates is critical to our success.

Notice

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skillset and experience with the best possible career path at UHS and our subsidiaries. We take pride in creating a highly efficient and best in class candidate experience. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc. If you are suspicious of a job posting or job-related email mentioning UHS or its subsidiaries, let us know by contacting us at: or View phone number on click.appcast.io.

Qualifications

What We Want to See from You! (Job Requirements/Preferred Skills):

• Master's degree in social work, psychology, or a related field preferred.
• 1-3 years of relevant experience in a healthcare environment
• experience in a psychiatric setting preferred.
• W orkin g know l edge o f m e di cal te rmin o l o gy
  
  
• Co mpu te r ski ll s and kno w l e d ge of c omm on co mput er softw ar e programs.
  
  
• Str ong or ganizati onal s kill s . S tron g ver b al an d wri tt e n co mmuni cat ion ski ll s .
  
  
• Abili ty to multi-t as k.
  
  
• Anti c ip a t es cu s tom e r need s, under s tand s th e ir e xpe ctatio ns and res p o n ds a pprop ria tel y .
  
  
• T r ea t s o th e r s wi th c o mp ass io n , fa ir ne ss , courte sy and r e s pect w hil e h on oring th e ir uniq ue n ess .
  
  
• Willin gly w or ks with o th e r s to i d e nti fy and ac hi ev e co mmon goa l s . En thu s i as ticall y a p p ro ac he s th e ir ro l e an d di s pl ays pri de in the or g aniza ti on.
• Takes p e r s o nal r e s pons ibi l i ty for d oing th e r ig ht thin g .
• O p timize s the tale n ts o f se lf an d o ther s an d the use o f the, m a t eria l s an d e quipm e nt.
• Mu st d e m o n s tr ate e xce pti o n a l co mm unica ti o n s kill s alo n g with ex c e ll e nt c us tom e r se rv ice ski ll s.
• M u st b e abl e t o p erfo rm a variety of dutie s , often c h ang in g fro m on e tas k t o an o th er o f a di ffe r en t n ature, witho u t lo ss o f efficiency o r co m p o sure , and b e a bl e to perfo rm und e r s tr ess ful c ondit i o ns w h e n confro n te d wi th m ultipl e r e q u e sts , d e mo n s tr a t in g p r iorit i zing s kill s .