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Patient Experience Coordinator

2 months ago

Edinburg, United States DHR Health Full time

DHR Health - US:TX:Edinburg - Days

Summary:

POSITION SUMMARY:

The Patient Experience Coordinator will collaborate and support both inpatient and outpatient patient experience efforts and ensure alignment with organizational goals and strategies. The Coordinator is responsible for supporting goals and objectives to improve outcomes in the patient and family experience and providing necessary support to enable a culture of customer service excellence.

POSITION EDUCATION/ QUALIFICATIONS:
• High school diploma required. Bachelor's degree preferred

    • 2 years' experience in healthcare and/or business environments' customer service
    • Experience in healthcare environment
    • Excellent customer service skills
    • Organizational skills are necessary
    • Must be able to be sensitive to cultural and bilingual issues.
    • Good written and verbal communication skills required.
    • Ability to read, write and speak English
    • Ability to communicate clearly and concisely with all levels of nursing, administration, and physicians
    • Current Certification in Basic Cardiac Life Support required
    JOB KNOWLEDGE/EXPERIENCE:
    • Ability to collaborate with leaders across DHR Health
    • Familiar with HCAHPS scorings
    • Capability to oversee projects from beginning to end
    • Provide leadership and guidance for patient and guest experience improvement programs.
    • Ability to communicate effectively with patients and guests
    • Strong problem solving skills and ability to quickly resolve issues and concerns with compassion
    • Excellent communication skills (verbal and written) with a proven track record of effectively, interfacing, training, presenting information to multiple levels of the organization
    • Proficiency in writing and editing reports and other materials in the training and development.
    • Must be proficient in Microsoft Word and Excel.
Responsibilities:

POSITION RESPONSIBILITES:
  • Supports the Patient Experience Program, demonstrating strategic planning capabilities and negotiation skills.
  • Observes workflow practices throughout the hospital to provide recommendations and training.
  • Assists leadership in the development of action plans to improve performance.
  • Researches, reviews, and implements best practices in patient experience.
  • Provides coaching to all leadership levels concerning patient experience and service recovery methods.
  • Uses performance data to identify strengths, improvement opportunities, and recommends actionable interventions to achieve top decile patient experience performance.
  • Monitors and ensures compliance, progression, and follow-up of any patient satisfaction initiatives.
  • Works with the Patient Experience leadership team to coordinate and support overarching organizational plans designed to create exceptional experiences for patients and family members.
  • Implement forms, data, and ensure standardization for departmental patient satisfaction operations success.
  • Participates and supports the support of Patient Family Advisory Councils across DHR Health.
  • Supports the consumer research and patient satisfaction process and analyzes data and makes recommendations.
  • Understands the use of qualitative and quantitative analysis and other techniques to translate data into relevant, useful information that drives change.
  • Composes patient satisfaction reports as needed to management.
  • Coaches and evaluates on-site Patient Experience Navigators; provides continuous feedback on performance and applies appropriate developmental tools to assist in their individual growth.
  • Other duties as assigned.

Other information:

LINES OF REPSONSIBILITES:

(Chain-of-command)

1. Patient Experience Manager → 2. Patient Experience Director → 3. Chief Experience Officer

CUSTOMER SERVICE:

Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C.A.R.E.S program which outlines the Customer Service Principals including: Commitment, Accountability, Respect, Excellence and Service.

AGE SPECIFIC:

Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient's status and interpret the appropriate information needed to identify each patient's requirement relative to his or her age.

AMERICANS WITH DISABILITIES ACT: (ADA):

A. Essential Duties: Indicated by bold print within performance standards, preceding individual numbered criteria.

The following table provides physical requirements that will be associated with, but not limited to, this position:
• Light/moderate lifting up to 20 lbs, from the floor to shoulder height.
• Yes
• Kneeling
• Yes
• Must be able to assist other employees with lifting more than 20 lbs.
• Yes
• Walking
• Yes
• Light/moderate carrying up to 20 lbs.
• Yes
• Standing/Squatting
• Yes
• Straight pulling
• Yes
• Sitting
• Yes
• Pulling hand over hand
• Yes
• Pushing
• Yes
• Repeated bending
• Yes
• Stooping/Bending
• Yes
• Reaching above shoulder
• Yes
• Climbing Stairs
• Yes
• Simple grasping
• Yes
• Climbing Ladders
• No
• Dual simultaneous grasping
• Yes
• Depth Perceptions needed
• Yes
• Ability to see
• Yes
• Identify Colors
• Yes
• Operating office equipment
• Yes
• Twisting
• Yes
• Operating mechanical equipment
• Yes
• Crawling
• No
• Ability to read and write
• Yes
• Ability to Count
• Yes
• Ability to hear verbal communication without aid
• Yes
• Operating Personal Vehicle
• Yes
• Ability to comprehend written/verbal communication
• Yes
• Other: Ability to deal with stress
• Yes
• OSHA Category
• III
•
•B. Working Conditions: The individual spends over 95% of his/her time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes. The position does have low exposure to malodorous, infectious body fluids from patients and some minimal exposure to noxious smells from cleansing agents.

C. Occupational Exposure: This position has minimal to no exposure to blood, body fluids, or tissues and is an OSHA Category III (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Person who performs these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way.

D. Aptitudes: HIGH 1 2 3 4 5 6 LOW

Intelligence: General learning ability: The ability to "catch on" or understand instructions and underlying principles. Ability to reason and make judgments. 3

Verbal: Ability to understand meanings of words and ideas associated with them, and to use them effectively. To comprehend language, to understand relationships between words, and to understand meanings of whole sentences and paragraphs. To present information or ideas clearly. 3

Numerical: Ability to perform arithmetic operations quickly and accurately. 2

Spatial: Ability to comprehend forms in space and understands relationships of plane and solid objects. Frequently described as the ability to "visualize" objects or two or three dimensions, or to think visually of geometric forms. 2

Form Perception: Ability to perceive pertinent details and objects or in pictorial or graphic material to make visual comparisons and discriminations and see slight differences in shapes and shadings of figures and widths and lengths of lines. 3

Clerical Perception: Ability to receive pertinent details and verbal or tabular material. To observe differences in copy, to proofread words and numbers, and to avoid perceptual errors in arithmetic computation. 2

Motor Coordination: Ability to coordinate eyes and hands to fingers rapidly and accurately in making precise movements with speed. Ability to make a movement response accurately and quickly. 3

Finger Dexterity: Ability to move hands easily and skillfully. To work with fingers in placing and turning motions. 3

Manual Dexterity: Ability to move hands easily and skillfully. To work with hands in placing and turning motions. 3

Eye-Hand-Foot Coordination: Ability to move the hand and foot coordinately with each other in accordance with visual stimuli. 3

Color Discrimination: Ability to perceive and respond to similarities or differences in colors, shapes, or other values of the same or different color. To identify a particular color, or to recognize harmonious or contrasting color combinations, or to match color adequately. 3

I have read and reviewed my job description with my supervisor or designee and I understand the job I am expected to perform.

If applicable ____________ certification will be completed within _________ time frame of hire/transfer date.

Employee Signature: ________________________________ Date: ____________________

Transfer/Hire Date Effective: ________________________.