Project Coordinator, 40 Hour, Days

4 weeks ago

Worcester, United States UMass Memorial Health Care Full time

Exemption Status:
Non-Exempt

Schedule Details:
Monday through Friday

Scheduled Hours:
8:30AM - 5:30PM

Shift:
1 - Day Shift, 8 Hours (United States of America)

Hours:
40

Cost Center:
10030 - 6220 Patient Experience

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

1. Coordinates patient experience education and training and provides education and training to caregivers as needed.

2. Provides administrative support for our Patient & Family Advisory Council Program as appropriate.

3. Supports the patient experience rounding program by proactively rounding on patients and families, developing, and enhancing rounding scripts, creating a quarterly newsletter, assisting with the development and administration of a rounding recognition program, and providing orientation and education to rounders as needed.

5. Analyzes and maintains rounding data, including rounding goal calculations, creates reports, prepares data and accompanying slides for department presentations.

7. Provides upkeep of the PFCC internal website, including quality control inspections.

8. Coordinates and implements annual Patient Experience Week activities & events.

9. Generates and distributes quantitative and qualitative patient experience survey data reports on a weekly, monthly and quarterly basis. Reports out on survey updates at various meetings.

10. Supports maintenance of ongoing surveys and implementation of new surveys, including but not limited to, medical practice survey provider and site maintenance.

11. Responsible for onboarding and offboarding processes for applicable caregivers, including user account set-ups and removals for tableau PX portal and Press Ganey. Provides user training.

12. Keeps informed about CMS changes for CAHPS surveying, communicates with appropriate parties to ensure compliance.

13. Proficient in, utilizes and leverages all patient experience systems (e.g., Press Ganey, digital rounding platform, Tableau PX Portal). Analyzes and communicates patient experience quantitative and qualitative data to teams and departments; assures correct usage of data.

14. Coordinates patient experience data strategy work, including reporting and analyzing data, creation of data strategy workgroup meeting agendas, taking meeting minutes, and conducting necessary follow-up.

15. Serves on designated organizational committees and workgroups, with the purpose of providing a broad consumer perspective. Takes and distributes minutes for assigned committee and workgroup meetings.

16. Coordinates and assists with implementation and maintenance for all patient and family experience recognition programs, including the PX Award, RN leader rounding and service line recognition.

17. Provides coordination as necessary on Medical Center-wide and department-specific patient experience improvement projects and initiatives.

18. Works independently on projects under direction of the Manager, Patient and Family Experience, to support multiple project teams, while adhering to system supported project management principles, including visual and daily management systems. Facilitates activities related to performance improvement projects and initiatives which may include researching information, analyzing data, providing data tools or survey tools, as well as compiling information.

19. Works collaboratively to design, implement, and evaluate improvement efforts. Explores opportunities to expand and engage patients and families in organizational decision making. Identifies patient and family issues and concerns and determines possible courses of action that may improve service delivery systems.

20. Works with all levels of hospital staff including clinical and non-clinical employees to coordinate patient experience improvement solutions. Maintains positive working relationships, demonstrates accountability, promotes teamwork, and keeps teams informed of project status.

21. Utilizes various metrics to evaluate the progress of patient experience programs and initiatives.

22. Maintains a broad perspective to effectively prioritize work, manage time, and respond to obstacles, create actionable and achievable goals, and make decisions that drive long-term results.

23. Committed to understanding the patient and family experience from various demographic lenses. Implements methods for engaging divers

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