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Patient Experience Coordinator
2 months ago
Patient Experience Coordinator
Position Summary
Under the direction of the Director of Quality Management, the Patient Experience Coordinator
works with patients and their families to address concerns or special needs that may arise during their course of treatment within the hospital setting. This Patient Experience Coordinator works directly with various members of the healthcare team, hospital departments, and administration to solve problems that patients and families may have with the goal of facilitating a positive patient experience during their time in the organization. The Patient Experience Coordinator acts as an intermediary between hospital departments and the patient/family to bring about the most effective healthcare treatment and positive hospital experience. The Patient Experience Coordinator assists the organization with performance improvement activities, initiatives and programs related to patient experience enhancement opportunities.
- Makes daily rounds on surgery and hospitalized patients. Communicates patient concerns to appropriate team member immediately.
- Establishes a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members.
- Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff.
- Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.
- Acts as an intermediary to Hospital Administration on behalf of patients and their families.
- Interprets philosophy, policies, procedures, and services to patients and their families as well as visitors.
- Makes follow up phone calls to discharged patients and solicit feedback about their hospital experience and forwards any clinical questions to the appropriate manager.
- Educates health care professionals and employees on the varied ways to humanize a patient’s experience based on feedback from individual patients and their families.
- Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans.
- Triages issues to billing or risk management to ensure better service to our customers.
- Achieves department/organization outcomes
- Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction.
- Meets department/organization patient experience/satisfaction goals.
- Identifies and implements systems and processes to improve efficiency and reduce expenses that do not compromise qualify of services/mission.
- Utilizes performance measurement to improve patient/customer experience outcomes.
- Meets department/organization quality goals.
- Assesses patient or family questions and concerns and develops a plan to address needs. Communicates information to appropriate person(s) in appropriate time frames to meet patient or family questions, concerns, and/or expectations (validation through feedback from supervisors, peers, personal knowledge, or family interview regarding the work performance).
- Initiates patient or family concern reports, as appropriate, when issues arise.
- Incorporates key concepts into communication with patient and family.
- Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the quality, effectiveness and efficiency of patient care.
- Provides input into opportunities for system improvements.
- Collects and aggregates data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for action.
- Meets department/organization job requirements within established time frames.
- Collaborates with the case management team to reduce hospital readmissions.
- Performs other duties and performance improvement projects as assigned.
The above statements reflect the essential functions considered necessary to describe the principle content of this job. They are not intended to be a complete statement of all work requirements or duties that may be inherent in the job.
KNOWLEDGE/SKILLS/ABILITY- Anticipates customer needs, understands their expectations and responds appropriately.
- Treats others with compassion, fairness, courtesy and respect while honoring their uniqueness.
- Willingly works with others to identify and achieve common goals.
- Enthusiastically approaches their role and displays pride in the organization.
- Takes personal responsibility for doing the right thing.
- Optimizes the talents of self and others and the use of time, materials and equipment.
- Must demonstrate exceptional communication skills along with excellent customer service skills.
- Must be able to perform a variety of duties, often changing from one task to another of a different nature, without loss of efficiency or composure, and be able to perform under stressful conditions when confronted with multiple requests, demonstrating prioritizing skills.
General Requirements
- Minimum education: Bachelor’s Degree preferred.
- Current LVN or RN California license preferred
- Must have good communication and people skills to be able to interact with many different people in a culturally sensitive manner.
- Must be mature and act in a professional manner that is consistent with Mission Community Hospital Values.
- Must adhere to the agreed upon work schedule.
Physical Aspects of the position
This position requires walking, standing and moving for most of an 8-hour shift. The position requires going into patient rooms and talking with patients and visitors that may be upset, anxious and in pain. This position also requires the ability to occasionally lift zero to 20 pounds of weight.
Factor
N/A
Rare
Occasionally
Frequently
Constantly
Unassisted Lifting 0 - 20 lbs.
X
21 - 30 lbs.
X
31 - 50 lbs.
X
Standing
X
Walking
X
Sitting
X
Carrying
X
Bending/Twisting
X
Pushing
X
Gripping
X
Grasping
X
Listening and talking to patients and visitors
X
Physical Requirements:
Ability to negotiate physical environment safely.
Visual Requirements:
Ability to translate and understand written communication.
Hearing Requirements:
Ability to understand and translate auditory communication.
Working Conditions:
Usual and customary patient care areas. Use safety precautions according to hospital policy and procedure.
WORK ENVIRONMENT
The patient care unit workload can be unpredictable because of frequent census fluctuations. This position requires mostly walking, standing, some sitting. This position requires sound judgment, empathy and maturity in handling sensitive issues related to patients and family members.
SUPERVISION
The Director of Quality Management provides day-to-day employee supervision and has overall responsibility for this position.
