Patient Experience Coordinator

Position Summary:

The Patient Experience Coordinator is responsible for monitoring and analyzing organization-wide programs and experience data to ensure all aspects of the patient/customer experience at MCH meet the highest standards. Expected to create a culture around Integrity, Customer Focus, Accountability, Respect and Excellence (I CARE) values that address the emotional and physical experience for the patient/customer, and recognize the central role that employees play in delivering an exceptional patient/customer experience. Responsibilities will include leadership in planning, training, directing, monitoring, and evaluating patient/customer expectations. The Coordinator will be directly involved in monitoring patient satisfaction data, HCAHPS Data, creating educational content around the experience of care, rounding on patients, and coordinating and teaching patient experience skills labs.

Qualifications:

A. Education:

1.Licensed Vocational Nurse (LVN) and/or Bachelor degree required upon hire or transfer

B. Training and Experience:

1.Experience in patient/customer service activities and three (3) years’experience in the health care field preferred

2.Must obtain a Lean Six Sigma Green Belt within the first ninety (90)days of hire.

C. Job Knowledge: Requires ability to solve problems, organizational and planning skills, ability to extract and interpret data from various sources. Mid-level knowledge of computers and literate with Microsoft Office, Outlook, Excel.

Unusual Physical Demands and Working Conditions:

A. Potential for frequent interruptions.

B. Sitting for long periods of time is often required.

C. Extended periods of walking.

D. There is a potential for stressful situations and for long hours.