Patient Experience Coordinator

Patient Experience Coordinator

Ranked #1 for safety, quality, and patient satisfaction, Jupiter Medical Center is the leading destination for world-class health care in Palm Beach County and the greater Treasure Coast.

Outstanding physicians, state-of-the-art facilities, innovative techniques, and a commitment to serving the community enables Jupiter Medical Center to meet a broad range of patient needs. Jupiter Medical Center is the only hospital in Palm Beach, Martin, St. Lucie, and Indian River counties to receive a 4-star quality and safety rating from the Centers for Medicare & Medicaid Services (CMS).

Education

Associates degree required, Bachelor's degree preferred

Combination of higher education & experience considered

Experience / Qualifications

• Strong communication skills both orally, and in writing.
• Exceptional telephone etiquette.
• Able to work independently with little supervision.
• Hospital / healthcare experience preferred.
• Strong customer service experience and hospital experience preferred.
• Demonstrated ability to remain calm and professional under stressful situations.
• Trustworthiness with confidential information/HIPAA.
• Sensitivity to and recognition of cultural diversity.
• Must be able to work a flexible schedule including evenings and weekend hours.

Position Summary

The Patient Experience Coordinator serves as a liaison between patient/family members, staff, administration, and physicians. The Patient Experience Coordinator collaborates across the organization to work towards appropriate resolutions.

• Supports a culture of patient and family centered care by effectively managing patient and family compliments, complaints, and concerns.
• Ability to work in an environment with frequent interruptions.
• Able to use creative "outside the box" mentality to problem solve while maintaining regulations of hospital.
• Ability to juggle multiple projects/issues through to completion, while meeting deadlines.
• Provide professional and empathetic attention to patients and families, document, investigate, and provide feedback to appropriate leadership and ensure complex issues are resolved within established timeframes, keeping patients and families informed along the way.
• Project a positive and helpful demeanor while advocating on behalf of the patient.
• Responsible for maintaining patient and family confidence by keeping information confidential.
• Participate in customer service, and patient relation initiatives related to Jupiter Medical Center.
• Serve as a support to front line teammates.
• Maintains visibility to staff, offers support, models service behaviors & concerns towards the resolution process; works with staff in a supportive way to troubleshoot & resolve issues.
• Serves as a liaison for hospital throughput, connectedness of care & community linkage.
• Collaborates with staff and managers to identify opportunities to improve patient experiences and patient care areas.
• Interprets and explains to patients and their families, the philosophy, policies, and procedures of the hospital. Reviews "Patient's Rights" materials as needed with patient.
• Identifies and assesses problems that arise, investigates, and directs inquiries and complaints to appropriate hospital staff members.
• Assists Managers in service recovery and de-escalation as necessary with patients, families, and visitors.
• Communicates with medical staff and physicians directly and promptly when an issue or complaint arises regarding hospital care.
• Assists Management in establishing policies, objectives, and quality of policies.
• Encourages understanding and adherence by both staff and patients to the hospital philosophy, rights, and responsibilities.
• Ability to prepare reports and assist with projects as needed.
• Ability to mentor trainees, students as needed to grow success of program.
• Possesses tact, empathy, and discretion.
• Enhances professional growth and development through participation in educational programs, current literature and in-service and workshops.
• Attends team/department meetings.
• Performs other duties as assigned.

Team Member Competencies

Establishing Relationships

Builds effective networks, working relationships, and alliances to collaborate effectively within department and organization. Can relate to all kinds of people regardless of background; find topics and common interests that can be used to build rapport with others.

Peer Support

Provides guidance and feedback to help others strengthen knowledge/skills needed to accomplish tasks, solve problems, and perform effectively within the team.

Inspiring and Motivating Others

Fosters commitment and cohesiveness by facilitating cooperation and working as a team within the organization toward goal accomplishments. Work well with others, build consensus, and ensure cooperation to complete tasks and positive workflow.

Demonstrating Emotional Intelligence

Exercises self-leadership, self-awareness, and self-regulation; manages emotions so that they are expressed appropriately; leads others by showcasing adaptability, empathy, and social skills.

Acting with Integrity

Interacts with others in a way that is seen as direct and truthful; ensures confidence in individual and organizational motives and representations. Acts in a way that is consistent with personal and organizational values by keeping confidence, promises, and commitments. Clearly states goals and beliefs; informs people of their true intentions, does what they say they will do; follows through on commitments.

Being a Champion for Change and Innovation

Supports people in their efforts to try new things. Things creatively, generates novel and valuable ideas and uses these ideas to develop new or improved processes. Accepts new ways of doing things and adapts to change.

Communicating Effectively

Speaks and writes clearly, conveys information in a concise, organized, and logical manner. Is adept at tailoring the message to fit the interests and needs of the audience. Listens attentively and exercises tact, discretion, and diplomacy when interacting with members of the department and organization.

Promoting Diversity and Inclusion

Treats all people with dignity and respect. Demonstrates an open-minded approach to understanding people regardless of their gender, age, race, national origin, religion, ethnicity, disability status, or other characteristics. Challenges bias and intolerance. Develops all-inclusive groups in the realms of social interaction and communication. Shows respect for the beliefs of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds.

Physical Requirements

Requires sitting for long periods of time, also stooping, bending, standing, and stretching. Must have manual dexterity for typing and computer data entry. Able to work under a stressful environment, work independently, capable of making sound decisions, be detail oriented, alert, and self-motivated. Ability to push/pull up to 40lbs., carry and lift up to 20lbs.

Threshold Requirements

• These threshold requirements are required and completed yearly basis
• Annual Joint Commission mandatory education requirements, in-service and health requirements including attendance at new employee orientation
• TB/PPD Surveillance Program
• Maintenance of required professional licensing and/or certification(s).

This is not necessarily an extensive list of all responsibilities, skills, duties, requirements, or working conditions associates with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or require that other or different tasks be performed when circumstances change. I have reviewed these job requirements and verify that I can perform all essential functions of this position.