Patient Experience Coordinator

Jupiter Medical Center•Lexington, MA

3d•Onsite

About The Position

The Patient Experience Coordinator serves as a liaison between patient/family members, staff, administration, and physicians. The Patient Experience Coordinator collaborates across the organization to work towards appropriate resolutions. Supports a culture of patient and family centered care by effectively managing patient and family compliments, complaints, and concerns. Ability to work in an environment with frequent interruptions. Able to use creative “outside the box” mentality to problem solve while maintaining regulations of hospital. Ability to juggle multiple projects/issues through to completion, while meeting deadlines. Provide professional and empathetic attention to patients and families, document, investigate, and provide feedback to appropriate leadership and ensure complex issues are resolved within established timeframes, keeping patients and families informed along the way. Project a positive and helpful demeanor while advocating on behalf of the patient. Responsible for maintaining patient and family confidence by keeping information confidential. Participate in customer service, and patient relation initiatives related to Jupiter Medical Center. Serve as a support to front line teammates. Maintains visibility to staff, offers support, models service behaviors & concerns towards the resolution process; works with staff in a supportive way to troubleshoot & resolve issues. Serves as a liaison for hospital throughput, connectedness of care & community linkage. Collaborates with staff and managers to identify opportunities to improve patient experiences and patient care areas. Interprets and explains to patients and their families, the philosophy, policies, and procedures of the hospital. Reviews “Patient’s Rights” materials as needed with patient. Identifies and assesses problems that arise, investigates, and directs inquiries and complaints to appropriate hospital staff members. Assists Managers in service recovery and de-escalation as necessary with patients, families, and visitors. Communicates with medical staff and physicians directly and promptly when an issue or complaint arises regarding hospital care. Assists Management in establishing policies, objectives, and quality of policies. Encourages understanding and adherence by both staff and patients to the hospital philosophy, rights, and responsibilities. Ability to prepare reports and assist with projects as needed. Ability to mentor trainees, students as needed to grow success of program. Possesses tact, empathy, and discretion. Enhances professional growth and development through participation in educational programs, current literature and in-service and workshops. Attends team/department meetings. Performs other duties as assigned.

Requirements

Associates degree required, Bachelor's degree preferred
Combination of Higher Education & experience considered
Strong communication skills both orally, and in writing.
Exceptional telephone etiquette.
Able to work independently with little supervision.
Strong customer service experience and hospital experience preferred.
Demonstrated ability to remain calm and professional under stressful situations.
Trustworthiness with confidential information/HIPAA.
Sensitivity to and recognition of cultural diversity.
Must be able to work a flexible schedule including evenings and weekend hours.
Ability to work in an environment with frequent interruptions.
Able to use creative “outside the box” mentality to problem solve while maintaining regulations of hospital.
Ability to juggle multiple projects/issues through to completion, while meeting deadlines.
Possesses tact, empathy, and discretion.
Annual Joint Commission mandatory education requirements, in-service and health requirements including attendance at new employee orientation
TB/PPD Surveillance Program
Maintenance of required professional licensing and/or certification(s).

Nice To Haves

Hospital / Healthcare experience preferred

Responsibilities

Serves as a liaison between patient/family members, staff, administration, and physicians.
Collaborates across the organization to work towards appropriate resolutions.
Supports a culture of patient and family centered care by effectively managing patient and family compliments, complaints, and concerns.
Provide professional and empathetic attention to patients and families, document, investigate, and provide feedback to appropriate leadership and ensure complex issues are resolved within established timeframes, keeping patients and families informed along the way.
Project a positive and helpful demeanor while advocating on behalf of the patient.
Responsible for maintaining patient and family confidence by keeping information confidential.
Participate in customer service, and patient relation initiatives related to Jupiter Medical Center.
Serve as a support to front line teammates.
Maintains visibility to staff, offers support, models service behaviors & concerns towards the resolution process; works with staff in a supportive way to troubleshoot & resolve issues.
Serves as a liaison for hospital throughput, connectedness of care & community linkage.
Collaborates with staff and managers to identify opportunities to improve patient experiences and patient care areas.
Interprets and explains to patients and their families, the philosophy, policies, and procedures of the hospital.
Reviews “Patient’s Rights” materials as needed with patient.
Identifies and assesses problems that arise, investigates, and directs inquiries and complaints to appropriate hospital staff members.
Assists Managers in service recovery and de-escalation as necessary with patients, families, and visitors.
Communicates with medical staff and physicians directly and promptly when an issue or complaint arises regarding hospital care.
Assists Management in establishing policies, objectives, and quality of policies.
Encourages understanding and adherence by both staff and patients to the hospital philosophy, rights, and responsibilities.
Ability to prepare reports and assist with projects as needed.
Ability to mentor trainees, students as needed to grow success of program.
Enhances professional growth and development through participation in educational programs, current literature and in-service and workshops.
Attends team/department meetings.
Performs other duties as assigned.