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Patient Experience Coordinator
2 months ago
The Patient Experience Specialist is a key member of our team at Evangelical Community Hospital, responsible for developing and implementing strategies to enhance the patient experience. This role requires a strong understanding of healthcare operations and a passion for delivering exceptional care.
Key Responsibilities
• Serve as a liaison between hospital departments and volunteers, providing guidance and direction to ensure seamless service delivery.
• Assess and monitor hospital needs, developing volunteer roles that meet those needs and improve the patient experience.
• Recruit, interview, and select volunteers, providing orientation and training to ensure they are equipped to provide excellent service.
• Collaborate with the Director of Patient Experience to set strategy, goals, and plans for volunteer service opportunities, focusing on positively impacting the patient and family experience.
• Serve as a resource and monitor the implementation of service excellence and patient experience initiatives.
• Work with Patient Experience Staff to collect and analyze patient complaint and grievance data, identifying opportunities to improve patient/guest services.
• Use performance data to identify strengths, improvement opportunities, and recommend actionable interventions to achieve high HCAHPS scores.
• Manage and support the Patient and Family Advisory Council for the Hospital in collaboration with the Director of Patient Experience.
• Monitor and evaluate effectiveness and efficiency, working to ensure continuous improvements in the quality of services.
Requirements
• Bachelor's degree in Healthcare Administration, Business Administration, Organizational Development, Clinical Area, or related field required.
• Master's degree desirable.
• Minimum of two years of experience in leadership, healthcare, customer service, or patient experience related field required.
• Previous experience in a hospital setting preferred.
• Knowledge of healthcare environment and regulatory requirements regarding patient rights and patient experience preferred.
Working Conditions
• Frequent interruption, crowded conditions, or excessive noise.
• Work performed in climate-controlled, indoor setting.
• Manual and finger dexterity to operate computer and equipment.
• Work very frequently requires prolonged sitting.
• Walking, standing, and lifting of materials up to 30lbs.
About Evangelical Community Hospital
At Evangelical Community Hospital, we are committed to delivering exceptional healthcare to our community. We strive to create a work environment that is challenging, energized, and supportive of our valued employees who embody our Core Values: Quality Service, Compassion, Respect, Professionalism, Integrity, Cooperation, and Creativity.
