Patient Experience Coordinator

Patient Experience Coordinator

• Participates in rounding and proactively responds to patient needs to improve patient outcomes and positively impact overall patient experience.
• Works in conjunction with multidisciplinary healthcare team, including Nursing Staff, Case Management, Environmental Services, FANS, and Nurse Directors to coordinate the level of services.
• Coordinates and facilitates the adjunctive care menu; ensures special order goods are ordered to meet the needs of culturally diverse populations.
• Coordinates patient high amenity offerings, continually assessing programs for potential improvements; Ensures effective communication with patient and family regarding high amenity offerings and services provided.
• Documents patient/visitor concerns to include patient demographic data, synopsis of incident, resolution action, and outcome.  Escalates as appropriate.
• Identifies system/process related problems via patient/visitor data, and works collaboratively with physicians, leadership and staff to resolve.
• Conducts regular accountability and variance analysis of patient experience outcomes.  Analyzes HCAHPS, complaint and grievance data and collaborates with leadership and staff on regular basis to ensure optimal patient experience.
• Ensures patient communication and explanation of services is provided in a way that can be easily understood by patients and their families. 
• Communicates and interacts with patients, families and others in a caring, empathetic, courteous, and respectful manner.
• Contacts patient upon admission, and as needed, to ensure the patient is receiving services as requested; to identify additional needs d and services, and ensure delivery of quality services.
• Actively contributes to and works toward hospital wide improvement in meeting core measures, patient safety and service excellence goals.
• Continuously evaluates work process and design; understands role in ensuring quality/performance improvement, productivity, and service delivery to meet stakeholder needs.
• Performs duties in accordance with departmental policies and procedures, and recognized professional, quality, patient safety, environmental and infection control standards.
• Demonstrates knowledge of the occurrence reporting system.  Uses system to report potential patient safety issues.
• Follows established guidelines for reporting a significant medical error or unanticipated outcome in the patients care which results in patient harm.
• Promotes a professional image and acts as an ambassador inside and outside the organization.  Takes ownership and demonstrates service excellence principles in all interactions with the patient, family, physician and others.  Ensures patient's safety, dignity and privacy at all times.

• Associates Degree required
• Minimum two years previous experience within a customer service position required. High end retail or hospitality is preferred
• Knowledge of medical terminology preferred.