Patient experience coordinator- patient safety - days - ft

The Patient Experience Coordinator coordinates aspects of a system wide patient experience initiative, specifically related to the patient experience process. The Patient Experience Coordinator serves as a resource to assist in the coordination of patient satisfaction reports to develop, implement and measure performance improvements. The Patient Experience Coordinator assist the Patient Advocate with the intake of patient/customer concerns and facilitates the process of the Patient Experience Core Strategy.

RESPONSIBILITIES

• Coordinates the patient experience survey process
• Provides guidance to directors, managers, and staff involved in data downloads for various departments receiving satisfaction reports and verbatim comments
• Recommends new survey contracts to better measure and benchmark patient satisfaction in unique areas of the organization as available from Press Ganey
• Coordinates the distribution, analysis, graphics preparation, narrative and statistical reporting of information received from Press Ganey
• Serves as a resource to assist in the use of the patient satisfaction reports to develop, implement and measure performance improvements
• Coordinates the quarterly follow-up plans from each area receiving Press Ganey scores
• Establishes and coordinates internal groups for communication of problems/challenges and recognition of accomplishments/ improvements
• Assists the Director of Quality, Risk, Patient Experience as needed in providing patient experience/customer service programs to staff
• Provides training regarding patient experience/satisfaction reports and Press Ganey resources
• Assists Patient Advocate in providing intake of patient/customer concerns
• Meets with patients/customers and documents concerns related to patient care
• Determines classification as either "complaint" or "grievance" per Centers for Medicare & Medicaid Services (CMS) guidelines
• Refers concerns to appropriate supervisory personnel for investigation and resolution
• Formulates response to the complaining party
• Facilitates the process of the Patient Experience Core Strategy
• Collaborates with directors and managers to design and implement customer service remediation programs for individual employees
• Conducts staff surveys and staff focus groups to determine strengths, weaknesses, opportunities, and expectations of specific areas
• Facilitates directors, managers, and staff in designing and implementing action plans and timelines for improving internal patient experience

QUALIFICATIONS

Education:

Required

• Associate's Degree in Nursing, Health Care Administration, Behavioral or other health care related field

Preferred

• Bachelor's Degree in Nursing, Health Care Administration, Behavioral, or other health care related field

Licensure

• Current MS license, as indicated by profession

Experience:

• 2 years experience in health care management

Skills:

• Analytical and Interpretive skills
• Advanced computer skills using a spreadsheet, word processing, and database software
• Effective communication skills at all levels of the organization
• Strong management and organizational skills