Clinical Coordinator, Patient Experience

White Plains Hospital • White Plains, NY

252d • $125,042 - $162,365

About The Position

At White Plains Hospital, you have an opportunity to work side-by-side with some of the most talented people in the world. We have been widely recognized for our exceptional culture, world-class physicians, Magnet-designated nurses and passionate employees who make a real difference in our community. With tremendous growth opportunities, great benefits, and flexible work schedules, it is no wonder why we are consistently recognized as a Great Place To Work. The Ambulatory Physician/Patient Specialist serves as a liaison between physicians, patients, families, and the ambulatory practice staff. The Specialist advocates for physician rights, while educating the group in understanding regulatory policies and obtaining solutions to problems and concerns. This position functions as the mechanism for investigating and responding to physician complaints and obtaining solutions. This individual will guide physicians and staff in gaining awareness of patient's perceptions of the ambulatory experience and implements effective strategies to improve care and reduce complaints. This position is designed to strengthen, personalize, and enhance relationships between physicians and patients by working closely with the ambulatory leadership team to support the goal of quality and patient satisfaction.

Requirements

• BS Degree in Nursing
• Preferred Experience in Care Management and/or Social Work
• Preferred Experience in Ambulatory Operations

Nice To Haves

• Excellent communication and people skills
• Impeccable grammar and writing abilities
• Attention to detail
• Ability to work independently, organize and set priorities
• Knowledge of patient rights and regulatory requirements
• Demonstrates awareness of determining patient care of all age groups
• Conflict resolution techniques
• Ability to maintain composure under stress
• A systems approach to problem solving
• Public relations principles
• Medical terminology
• Hospital operations, policies and procedures
• Community resources
• Department and hospital safety practices and policies
• Infection control practices and policies
• Department and hospital emergency response policies and procedures
• Proficient computer skills

Responsibilities

• Investigates and facilitates resolution of physician concerns/complaints related to patient & family interaction and clinical treatment.
• Works collaboratively with practice managers in clarifying issues and/or office procedures that would enable prompt resolution to physician complaints.
• Works independently in managing cases including meetings with physicians & practice managers, discussions with patients, and medical record review of patient care.
• Develops timelines through investigation and documents findings.
• Presents case findings to Ambulatory leadership team, including Risk Management & Patient Relations.
• Works closely with physicians in coordinating interventions/outside services for patients and their families.
• Serves as a mediator in family meetings with treatment team including physicians, nurses and staff.
• Educates physicians & practice staff about the rights of patients in accordance with Federal, State and Regulatory agencies.
• Works with ambulatory navigator in identifying and de-escalating challenging situations in practice settings.
• Develops strong relationships with physicians to foster a healthy work environment and reduce burnout.
• Participates and/or chairs committees, work groups, and/or process improvement teams.
• Adheres to WPH Performance Standards, behaviors, rules, regulations, and policies of WPH and regulatory requirements including issues that pertain to Patient Rights.
• All other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Hospitals
• Education Level: Bachelor's degree