COORD - PATIENT EXPERIENCE
About The Position
The Patient Experience Coordinator functions collaboratively with members of DHL management to identify and monitor patient experience strategies. Utilizes patient experience data collection resources and feedback to facilitate processes resulting in improvement of patient perception. This role will serve as education resource specialist to facilitate offerings for new and existing staff and volunteers including, but not limited to AIDET, Service Excellence, Service Recovery, Patient Satisfaction database management, and Patient and Family Advocacy Program for DHL. Drive operational improvements through teams using performance improvement tools. Foster driving a WOW culture that allows every patient to feel extraordinary care by the DHL team!
Requirements
- RN License required
- Associate's Degree required Bachelor's preferred
- Minimum 5 years' experience in consumer advocacy, patient relations or related field preferred
- Demonstrated experience with patients and families.
- Previous clinical experience
- Professional experience that demonstrates a progressive leadership background
- BLS/ACLS required
Responsibilities
- Daily Leadership Rounding with AIDET and nursing bundle observations/coaching. Monitor leadership rounding feedback
- Attend leadership rounding debriefing meeting. Compile feedback, track and trend feedback- report weekly to leadership. Create action plans based on feedback. Review action plan progress weekly.
- Support nursing leadership with identifying improvement opportunities related to nursing bundle components: Bedside shift report, Intentional Rounding, Individualized Care, and Discharge Phone calls.
- All complaints placed into Midas. Disperse to management staff for follow up. Responsible for ensuring timely issue identification and resolution, including formulating written responses to grievances in compliance with regulatory requirements. Additionally, the Patient Advocate is responsible for the accurate and timely management of information for reporting to oversight and regulatory bodies. This position is designed to strengthen, personalize and enhance relationships between the patient and the organization
- Provide Press Ganey education and access for DHL. Collaborate with directors to create action plans for performance improvement for areas below the 80th percentile with monthly updates
- Monitor patient experience scores weekly/monthly: identify improvements, decreases, trends in Press Ganey and HCAHPS. Report data trends monthly.
- Disperse all comments to Management staff regularly. Track and trend comment feedback monthly. Identify improvement needs based on comments- create action plans and review process monthly
Benefits
- Challenging and rewarding work environment
- Competitive Compensation & Paid Time Off
- Excellent Benefit Packages
- 401(K) with company match and discounted stock plan
- Tuition Reimbursement
- Career development opportunities across UHS and its 300+ locations!
- HealthStream online learning catalogue with plenty of free CEU courses
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
