Patient Experience Coordinator- Patient Safety - Days - FT

Our take on this role

About this role

Coordinate hospital patient experience surveys and satisfaction reporting to support service improvements. Assist with patient concerns, staff training, and improvement action plans.

What could you bring from clinical work?

• Nurses: Your experience using patient concerns to guide unit improvements could help you turn satisfaction reports into service improvements.
• OTs and SLPs: Measuring service improvements and adjusting rehabilitation workflows may help you use patient satisfaction reports to plan and measure changes.
• PTs: Leading rehabilitation quality projects could help you guide staff in designing and implementing patient experience action plans.
• Social workers: If you've elicited and documented patient concerns, that experience could help with concern intake and referrals for investigation.

Full job description from Memorial Hospital at Gulfport

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