Experience Coordinator - Patient Experience - FT - Day
About The Position
The Experience Coordinator is accountable to and receives guidance from the Experience Director. This role is responsible for maintaining effective collaborative relationships with physicians, administrators, staff, patients, and their families across Stormont Vail Health. The position involves working collaboratively with assigned support and medical departments/units to manage proactive work, including service recovery, complaint, and grievance duties. The Experience Coordinator collaborates with various departments and divisions in responding to patient concerns received through multiple channels (letter, website, comment card, in-person, or telephone). They serve as a liaison between customers, patients, and/or their families and Stormont Vail Health, providing insight into service recovery and complaint management processes. This role offers a channel for patients to seek solutions to problems, concerns, and unmet needs in both outpatient and inpatient settings. The concerns are often emotionally charged and complex, requiring investigative work, empathic communication, face-to-face meetings, phone calls, and letter correspondence. Follow-up includes researching patient complaints, professional correspondence with SVH Physician and Administrative leadership, resolution coordination, and professional-level documentation within the complaint management system. This work necessitates an understanding of associated regulatory and legal requirements, proficiency with patient-related electronic medical record applications, and broad organizational awareness to identify trends.
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.
- Must be able to gain a very in-depth knowledge base of the Stormont Vail Health and its operations.
- Must demonstrate leadership/collaboration ability to provide guidance to other Stormont Vail Health staff to lead improvement efforts.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
