Experience Coordinator - Patient Experience - FT - Day

Stormont-Vail HealthCare•Topeka, KS

5d•Hybrid

About The Position

The Experience Coordinator is accountable to and receives guidance from the Experience Director. Responsible to maintain effective collaborative relationships with physicians, administrators, staff, patients and their families - up, down and across Stormont Vail Health. This position will also be responsible for working collaboratively with assigned support and medical departments/units to manage proactive work - service recovery, complaint, and grievance work duties. The Experience Coordinator collaborates with departments and divisions (physicians, operational leaders and frontline staff) in responding to patient concerns that are received via letter, website, comment card, in-person or telephone. Serves as a liaison between customers, patients and/or their families and Stormont Vail Health (i.e., support, clinical departments, and administration) and provides insight and information as it relates to service recovery and complaint management processes. Provides a specific channel through which patients can seek solutions to problems, concerns, and unmet needs, in both outpatient and inpatient settings. These concerns are frequently emotionally charged and complex in nature requiring investigative work on the part of the Experience Coordinator. The emotionally charged nature of this work requires empathic and relationship-centered communications with patients and families including face-to-face meetings, phone calls, and letter correspondence. As follow-up to the initial intake from patients and families, there is investigative work to research patient complaints, professional correspondence with SVH Physician and Administrative leadership, resolution coordination, and professional-level documentation summarizing the case and resolution within the complaint management system. This work requires an understanding of associated regulatory and legal requirements and proficiency with all patient-related electronic medical record applications. In addition, requires broad organizational awareness to identify trends throughout the organization.

Requirements

Bachelor's Degree health related field.
Requires strong written communication skills and relationship-centered care or interpersonal skills: listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, and problem solving and crisis intervention. (Required proficiency)
Must be able to gain a very in-depth knowledge base of the Stormont Vail Health and its operations. (Required proficiency)
Must demonstrate leadership/collaboration ability to provide guidance to other Stormont Vail Health staff to lead improvement efforts. (Required proficiency)
Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
Performs other duties as assigned

Nice To Haves

3 years Healthcare, Customer Services or related experience.

Responsibilities

Primarily responsible for direct collaboration and consultation with all Stormont Vail departments in effort to enhance the patient’s experience.
Receive, track, and deliver patient communication from all access point (Website/Mychart/etc.) into the grievance system.
Follow up and document on all patient contacts with the intentions of exceeding patient’s expectation in the grievance system.
Work closely with front line staff to identify, plan, design and implement experience improvement. The focus is on proactive work including continuous education and training, consultation, and improvement activities.
Actively participates in regular experience rounding in order to identify any issues, which need to be addressed from the organizations perspective.
Support/assist department directors in resolving concerns in a designated timeframe.
Knowledgeable of Advance Directives, Patient Bill of Rights, including any federal or state laws pertaining to these issues, as well as any pertinent Joint Commission (TJC) or other regulatory standards are being met.
Refer to appropriate department when a possible liability or HIPAA violation is introduced.
Oversee all aspects of the patient voting process.
Maintains notary certification.