Patient Experience Coordinator
Saint Anthony Hospital
Position Purpose: The Patient Experience Coordinator supports the organization's commitment to delivering exceptional patient-centered care by promoting positive patient experiences, addressing concerns, facilitating service recovery, and identifying opportunities for improvement. This position serves as a liaison between patients, families, staff, and leadership to enhance communication, satisfaction, and engagement throughout the continuum of care.
- Conducts patient rounds in inpatient and outpatient areas to assess patient satisfaction, identify concerns, and recognize opportunities for service recovery.
- Coordinates the timely investigation, response, and resolution of patient concerns, complaints, grievances and all compliments received through all available channels.
- Document patient concerns and interactions in the designated electronic tracking system and ensure timely follow-up, resolution, and communication with patients and families.
- Conduct post-discharged follow-up calls to assess the patient experience, identify unmet needs, and support service recovery efforts.
- Assist patients and families in navigating hospital services, programs, and resources to promote a positive care experience.
- Facilitate referrals to appropriate internal and external resources and escalate to the Director of Patient Experience when necessary.
- Supports the implementation and ongoing maintenance of Saint Anthony Hospital patient experience policies, programs, standards, and initiatives.
- Collaborate with physicians, nurses, managers, and other healthcare team members to address patient concerns and improve communication and service excellence.
- Promote patient-centered care practices and advocate for the needs of patients and families to ensure equitable access to quality healthcare services.
- Collect, monitor, and analyze patient feedback from surveys, rounding activities, discharge calls, and other sources to identify trends and opportunities for improvement.
- Assist departments in developing and implementing action plans to improve patient satisfaction, communication, and service excellence outcomes.
- Participate in multidisciplinary committees, task forces, and workgroups focused on patient experience, patient satisfaction, service excellence, and quality improvement.
- Support patient experience education initiatives, including promotion of communication tools such as AIDET, Teach-Back, and service recovery best practices.
- Prepare reports, summaries, and presentations regarding patient feedback, rounding outcomes, complaint trends, and improvement initiatives for leadership review.
- Perform other duties as assigned by the Director of Patient Experience.
Vacancy posted 1 day ago
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