PATIENT EXPERIENCE COORDINATOR

Patient Experience Coordinator

Are you caring, compassionate and hardworking? Join our amazing team at BHC Alhambra Hospital, located in Rosemead, California. Our 115 bed facility established in 1924 prides itself on upholding a standard of excellence that allows our patients to take the first step to recovery. BHC Alhambra Hospital is a private, fully accredited, full-service acute psychiatric hospital serving children, adolescents and adults. BHC Alhambra is dedicated to providing quality behavioral health, substance abuse, and eating disorder treatment. We offer inpatient, residential, partial hospitalization and intensive outpatient options for individuals in the communities of the San Gabriel Valley, Los Angeles County, and surrounding areas.

The Patient Experience Coordinator (PEC) is an essential team member of the Outpatient Services Department and plays a vital role in creating a seamless, positive and patient-centered experience for patients transitioning from the Inpatient level of care to Outpatient Services -or- outside clients admitting directly into Outpatient Services. The PEC is responsible for enhancing the patient journey by fostering open communication with patients, family members, hospital employees and referring partners; identifying service recovery concerns to improve patient satisfaction and engagement; utilizing patient satisfaction surveys, in-house reporting and online review platforms (Google Reviews); actively participating in the morning Flash Meeting to ensure timely and effective coordination of care; providing direct patient education and support related to their outpatient treatment goals; and working closely with the Director of Outpatient Services on assigned projects, employee engagement and marketing initiatives.

Key Responsibilities include:

• Provide routine/daily patient satisfaction check-ups and apply service recovery when needed.
• Encourage patient feedback and Google Review completion—provide Google QR, assist patients with posting anonymous review, answer questions/concerns.
• Attend daily Flash/Morning meetings to address patient eligibility and admissions outcomes into Outpatient Services (PHP/IOP).
• Meet with eligible inpatients within 24-48 hrs of admission, as well as daily, to discuss PHP/IOP services and Virtual treatment options, and address any barriers such as transportation concerns, work obligations or negative assumptions.
• Complete Family Discharge Planning Sessions for potential patients to successfully transition to Outpatient Services.
• Provide patient/family education on benefits of outpatient treatment following inpatient hospitalization and function as an additional resource.
• Complete Point of Contact paperwork for all new telehealth patients and direct managed care patients on day of admission.

BHC Alhambra Hospital employees receive great opportunities: Challenging and rewarding work environment Career and growth opportunities Comprehensive Benefits

Qualifications Requirements:

• Education: Master's degree from an accredited college or university in mental health/behavioral science field preferred. Bachelor's degree required.
• Experience: Applicants must have experience working directly with an inpatient psychiatric patient population and the chronically mentally ill. Excellent communication skills are required, which include actively listening, public speaking, conflict resolution and report writing.

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