Patient Experience Coordinator -Administration

Patient Experience Coordinator

The Patient Experience Coordinator delivers exceptional service to patients and guests by partnering with leadership, clinical, and operational teams to continuously improve the patient and customer experience in Health First Hospital Division. The Patient Experience Coordinator, acting as a change management driver, will support the resolution of incidents and concerns, by strengthening the patient or customer voice, delivering opportunities to drive actionable insights based on feedback and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) data. The Patient Experience Coordinator in collaboration with leadership, and applicable stakeholders will develop, implement and execute strategic initiatives to promote delivering a culture of service excellence, continuous improvement, and engagement.

Primary Accountabilities

1. Delivers consultation and support for leadership, clinical, and operational support teams in reviewing and navigating complex concerns, incidents, or communication barriers, while overseeing the review, analyzation, and data trend process from received correspondence (e.g., In-Person Complaints, Letters, Calls, Emails) to mitigate future cases.
2. Participates as a member of the Grievance Committee, working alongside Risk Management team on processes to attempt to resolve risk cases, and working towards mitigating future risks by documenting common trends.
3. Investigates and resolves received patient or customer complaints in collaboration with clinical, operational support teams, and leadership, using the Safety Zone Portal (SZP) to document, adhering to all protocols for documentation.
4. Serves as a coach, providing recommendations to Associates, and hospital leadership to promote and drive a culture of accountability, empathy, engagement, and learning to help reach a state of Zero-Harm.
5. Supports the facilitation of engagement initiatives, including Team Lavender and rounding programs, while providing sustenance to innovation ventures with CAHPS domains, and Valued-Based Purchasing.
6. Acts as a Subject Matter Expert (SME) to occasionally conduct training for Associates on Press Ganey systems.
7. Facilitates, attains, and reports on trends, and Key Performance Indicators (KPIs) regarding the patient and customer experience, offering recommendations for enhancement opportunities to hospital stakeholders and leadership.
8. Partners with applicable stakeholders to assists in the development, implementation, and monitoring of departmental or hospital action plans based on received feedback and survey data.

Work Experience

Minimum Qualifications

• Education: Associate's degree in relevant field.
• Work Experience: Three (3) years' experience in healthcare, patient relations, or customer-facing roles.
• Licensure: None
• Certification: None
• Work Experience In Lieu of Education: Two (2) years' experience in healthcare, patient relations or customer-facing roles.
• Skills/Knowledge/Abilities:
1. Proficient in Microsoft 365 Outlook, Word, Excel, PowerPoint, Teams.
2. Excellent communication skills, both written and oral.
3. Excellent interpersonal skills including team building, individual and group performance improvement, and crucial conversations.
4. Ability to analyze and interpret patient satisfaction and other organizational performance data.
5. Must be self-directed with excellent problem solving and critical thinking skills.
6. Possess a professional demeanor, service, goal and detail oriented, compassionate, and organized.
7. Ability to maintain positive working relationships with all levels within the organization.
8. Ability to flex work hours for early and/or late meetings/rounding.
9. Facilitate meetings and present information and data.

Preferred Qualifications

• Education: Bachelor's degree in relevant field.

Physical Requirements

• Physically agile; may require walking, standing, running, bending, stooping, kneeling, climbing, or crouching frequently.
• May occasionally include lifting or moving objects up to 50 pounds, with or without assistance.
• May require moving in different positions to accomplish tasks in various environments including tight and confined spaces, including reaching out and above shoulders, or overhead.
• May lift, turn, pull, push, or ambulate people and/or equipment with or without assistance up to 90% of the assigned shift.
• May be exposed to inside and outside environments with varied temperatures, air quality, lighting, and/or low to loud noise.
• May require working with biohazards such as blood/body fluids and airborne particles following OSHA and CDC guidelines.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined.
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.

Benefits

About Health First

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.

Schedule: Full-Time

Shift Times: Days

Paygrade: PG-31

Health First Shared Services