Patient Experience Coordinator
4 weeks ago
The Patient Experience Coordinator plays a vital role in ensuring the highest level of quality care for patients and their families. This position requires strong communication and interpersonal skills to build rapport with patients and families, address concerns, and provide support options.
Key Responsibilities- Maintain proactive communication with patients, families, and caregivers to follow up on questions or concerns and provide support options.
- Manage the patient electronic messaging system and follow up on concerns.
- Respond to, investigate, and document complaints and concerns, and communicate identified issues to appropriate staff.
- Pay attention to trends and report information to appropriate departments and leadership for action.
- Connect with families and establish rapport for comfort during grief.
- Answer phone calls to ensure the highest level of customer service for patients and their families.
- Monitor and track Patient Satisfaction Surveys and share feedback with leadership.
- Achieve department/organization outcomes.
- Meet mandatory department/organization job requirements within established time frames.
- Assist with Home Office support.
- Maintain strict confidentiality.
- Perform additional duties as assigned.
- High school graduate or equivalent.
- 3+ years of patient-centered or healthcare-related experience, preferably in a hospice setting.
- Customer service experience preferred.
- Excellent verbal, written, and interpersonal communication skills.
- Superior customer service skills, including active listening, de-escalation, and empathy.
- Ability to manage and prioritize multiple tasks.
- Strong computer skills with knowledge of Microsoft Word and Excel.
- Ability to be detail-oriented and ensure accuracy and consistency in data collected.
- Ability to establish and maintain effective working relationships.
- Knowledge of basic grief and loss preferred.
- Ability to type a minimum of 50 words per minute.
- Ability to multi-task, demonstrate 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.
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