Patient Experience Coordinator

6 days ago


Derby, Connecticut, United States Griffin Hospital Full time
Job Summary

The Patient Experience Coordinator plays a vital role in ensuring that patients receive exceptional care and service during their stay at Griffin Hospital. This position is responsible for coaching and supporting inpatient units to improve patient satisfaction and outcomes.

Key Responsibilities
  • Understand the patient journey and identify key drivers of satisfaction and dissatisfaction.
  • Collaborate with the Inpatient Leadership Team to develop clear standards and expectations for patient experience.
  • Analyze and communicate patient experience survey data to inform improvement initiatives.
  • Communicate with inpatient leadership about specific feedback and involve them in developing solutions and resolving issues.
  • Work with Inpatient Leadership to develop and implement strategies for improvement.
  • Meet with Inpatient Leadership regularly to discuss patient experience and improvement initiatives.
  • Review the interior and exterior environment to ensure patient comfort, accessibility, safety, cleanliness, and décor.
  • Update the Administrator and Director of Inpatient Services regularly on patient experience initiatives and feedback.
  • Identify key drivers of performance change and develop strategies for communication, teamwork, and safety.
  • Lead or assist with the resolution of grievances or concerns raised by patients.
  • Strategize and implement a course of action based on patient/family member feedback and evaluate the effectiveness of the action.
  • Collaborate with nursing leadership to educate front-line caregivers on ways to humanize the patient experience.
  • Must be willing to become a Fellow in Person-Centered Care within 1 year of hire and participate in the Fundamentals of Person-Centered Care Certification Series.
  • Provide patient experience survey data summary reports to clinicians and nurse leaders.
  • Communicate directly with patients to understand and resolve complaints and issues.
  • Maintain documentation of patient interactions, compliments, complaints, and the action taken and final resolution of the issue.
  • Observe staff in actual patient interactions and provide constructive feedback to nursing leadership.
Requirements
  • 5 years of nursing experience and a BSN preferred.
  • High proficiency in Word, Excel, Outlook, and PowerPoint.
  • Able to work independently and manage workflows in a fast-paced and highly confidential environment.


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