Patient Experience Coordinator

1 month ago

St Paul, United States St Croix Hospice Full time
Job Details

Job Location
Administration - OAKDALE, MN

Position Type
Full Time

Job Posting Date(s)

Start Date
10/14/2024

Description

The Patient Experience Coordinator works with patient families by contacting by phone to ensure the best experience possible is being provided, while addressing concerns and needs that may arise during their time with St. Croix Hospice. The Patient Experience Coordinator works directly with various members of the patient's hospice team; Clinical Manager and Administration, to solve problems patients and families may have with the goal of facilitating a positive patient experience. The Patient Experience Coordinator acts as an intermediary between St. Croix Hospice and the patient and families to bring about the highest-level quality care.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
  1. Maintains pro-active communication with patients/families/caregiver to follow up on any questions or concerns and provide support options at the end of life.
  2. Responsible for managing the patient electronic messaging system and follows up with concerns.
  3. Responds to, investigates, and documents complaints and concerns and communicates identified issues to appropriate staff
  4. Pays attention to trends, and reports information to appropriate departments and leadership for action.
  5. Connects with families
  6. Answers phone calls made to the organization to ensure highest level of customer service for patient and their families.
  7. Establishes rapport with the patients/families for comfort during grief and to learn what is the most important in their hospice experience.
  8. Monitors and tracks Patient Satisfaction Surveys and shares the feedback with leadership.
  9. Achieves department/organization outcomes.
  10. Meets mandatory department/organization job requirements within established time frames.
  11. Assists with Home Office support
  12. Maintains strict confidentiality
  13. Performs additional duties as assigned


Qualifications

  • High school graduate or equivalent
  • 3+ years of patient-centered or health care related experience, preferably in a hospice setting
  • Customer service experience preferred
  • Excellent verbal, written and interpersonal communications skills
  • Superior customer service skills to include active listening, de-escalation, and empathy by responding appropriately
  • Ability to manage and prioritize multiple tasks
  • Strong computer skills with knowledge of Microsoft Word and Excel
  • Ability to be detail-oriented, ensuring accuracy and consistency in data collected
  • Ability to establish and maintain effective working relationships
  • Knowledge of basic grief and loss preferred
  • Ability to type minimum of 50 words per minute
  • Ability to multi-task, demonstrates autonomy, organization, attention to detail, assertiveness, flexibility, and cooperation in performing job responsibilities.
  • Working knowledge of office equipment including phones, headsets, voicemail and printers.
  • Ability to deal tactfully with customers and the community
  • Strong telephone communication skills
  • Infrequent lifting, not more than 20 pounds (with help) and/or carrying objects weighing up to 20 pounds. May be prolonged periods of sitting; low amount of walking, stooping and standing.

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