PATIENT CARE COORDINATOR

UHS•Horsham Township, PA

8d•Onsite

About The Position

The Horsham Clinic is seeking a dynamic and talented Patient Experience Liaison. The Horsham Clinic is a 206-bed, private behavioral healthcare facility located on a beautiful 55-acre suburban campus in Montgomery County. We are minutes from Philadelphia and serve patients and families from Southeastern Pennsylvania and New Jersey. The Horsham Clinic provides comprehensive behavioral health services to children, adolescents, adults, and their families. In addition to our main campus in Ambler, we have two satellite partial hospitalization programs in Chester County and Delaware County. Our program diversity reflects the needs of the community and the expertise of our board-certified Medical Directors that offer a combined 40-year of tenured experience at Horsham Clinic. The Patient Experience Liaison serves as the Patient Advocate for The Horsham Clinic. The Patient Experience Liaison investigates, resolves, documents and reports organization- specific patient and visitor complaints and concerns to leadership and staff. The Patient Experience Liaison works with patients and their families to address concerns or special needs that may arise during their course of treatment within the hospital setting. The Patient Experience Liaison collaborates directly with various members of the healthcare team, hospital departments, and administration to ensure resolution of concerns presented by patients, families, visitors or other representatives of the patient with the goal of facilitating a positive patient experience during their time in the organization. The Patient Experience Liaison actively participates in the development and implementation of customer service and patient relations initiatives related to the facility's mission and goals. The Patient Experience Liaison acts as an intermediary between hospital departments and the patient/family to bring out the most effective healthcare treatment and positive hospital experience.

Requirements

1–3 years of relevant experience in a healthcare environment
experience in a psychiatric setting preferred.
Working knowledge of medical terminology
Computer skills and knowledge of common computer software programs.
Strong organizational skills.
Strong verbal and written communication skills.
Ability to multi-task.
Anticipates customer needs, understands their expectations and responds appropriately.
Treats others with compassion, fairness, courtesy and respect while honoring their uniqueness.
Willingly works with others to identify and achieve common goals. Enthusiastically approaches their role and displays pride in the organization.
Takes personal responsibility for doing the right thing.
Optimizes the talents of self and others and the use of the, materials and equipment.
Must demonstrate exceptional communication skills along with excellent customer service skills.
Must be able to perform a variety of duties, often changing from one task to another of a different nature, without loss of efficiency or composure, and be able to perform under stressful conditions when confronted with multiple requests, demonstrating prioritizing skills.

Nice To Haves

Master’s degree in social work, psychology, or a related field preferred.

Responsibilities

Establishes a rapport with patients and families to learn what is the most important to them in their hospital experience and their preferences. Communicates findings the Performance Improvement Director to identify trends and areas of opportunities.
Serves as The Horsham Clinic’s Patient Advocate and responds to and investigates complaints and concerns and communicates identified issues to appropriate staff.
Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.
Makes follow up phone calls to discharged patients and solicit feedback about their hospital experience based on feedback from individual patients and their families.
Uses finding from analysis of trends in complaints to mentor individuals and departments to develop appropriate service actions plans.
Triages issues/concerns to appropriate departments to ensure better service to our customers.
Achieves department/organization outcomes. Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction/
Assists with identification and implementation of systems and processes to improve efficiency and reduce expenses that do not compromise quality of service/mission.
Initiates patient or family concern reports, as appropriate, when issues arise. Incorporates key concepts into communication with patients and families.
Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the quality, effectiveness and efficiency of patient care.
Provides input into opportunities for system improvements.
Collects data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for action.
Understands and practices regulatory agency standards and department/organization policies/procedures.
Educates patients about patient satisfaction surveys prior to discharge.
Provides each discharge patient with Google review information.