Coordinator of Patient Experience FT Days - Monday - Friday
About The Position
In accordance with the Mission, Vision and Values of St. Peter’s Health Partners, the Coordinator of Patient Experience contributes to the day-to-day functions of the Office of Patient Experience. The role hears and addresses positive and negative feedback from patients and families about their experiences within St. Peter’s Health. The coordinator liaises with clinical leadership, service areas, risk management, quality, and others to manage complaint-related work and support the organization’s goal of being “the most trusted health partner.” The position also participates in moderately to highly complex projects involving analytics, improvement support, training, and patient experience data analysis. This is a full-time, on-site position at the St. Peter’s Hospital Campus, working Monday through Friday from 7:30 a.m. to 4:00 p.m. The position reports to the Regional Manager of Patient Experience.
Requirements
- Bachelor’s degree.
- Experience with patients and families, either in person or over the telephone.
- Demonstrated high clinical competence and ability to work in a team with other professionals and carry out responsibilities with minimal supervision.
- Proficiency with computers, keyboarding, and programs such as Excel, Word, PowerPoint, and Outlook.
Nice To Haves
- A minimum of two years’ experience within the St. Peter’s Health Partners network or another health care network.
- Working knowledge of the EPIC EMR.
- Advanced knowledge of Excel.
Responsibilities
- Perform initial intake of positive and negative patient and family feedback related to the experience of care.
- Follow the formal grievance and complaint process in accordance with SPHP policies and procedures and CMS, DOH, and JCAHO regulatory requirements.
- Conduct case reviews as necessary to resolve patient and family concerns.
- Build and maintain effective working relationships with patients, physicians, employees, and visitors in person and by telephone.
- Compose follow-up letters in accordance with policies, procedures, and regulatory requirements.
- Guide patients and families to appropriate resources.
- Provide analytical support for patient experience data based on organizational goals.
- Train and support hospital leadership in the use of survey tools, data analysis, and report interpretation.
- Manage the use of patient surveys, rounding data collection tools, and similar tools.
- Provide ongoing education related to patient experience.
- Provide training using evidence-based best practices in the field of Patient Experience.
Benefits
- Generous tuition allowance.
- Career development.
- Competitive pay.
- Paid leave.
- Shift differentials.
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What This Job Offers
Job Type
Full-time
