Patient Experience Coordinator

Riverside Hospital•Gloucester, VA

4d•Onsite

About The Position

The Patient Advocate is responsible for investigation, documentation and reporting of patient and visitor compliments or concerns to appropriate parties. They serve in both a proactive and reactive manner, identifying areas of opportunity and mitigating them and also responding to concerns as they arise. They support patient rights by educating patients; responding to patient and patient family complaints; resolving patient issues and reporting unresolved issues. They are responsible for documentation of complaints and grievances in our issue reporting program and appropriate timely follow-up and resolution. The Patient Experience Coordinator develops and oversees all aspects of patient experience in partnership with facility leaders and system resources. They are responsible for analyzing internal and external customer satisfaction and patient experience metrics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans. This role serves as a key resource and influential expert for team members, leaders and providers providing professional coaching and training to ensure delivery of excellent patient experience.

Requirements

High School Diploma or GED
1 year Healthcare experience

Nice To Haves

Bachelors Degree
Healthcare Navigation/Patient Advocacy
Patient Advocacy Program

Responsibilities

Mediates between physicians, patients and family members to maintain a high level of communication to assure customer and staff satisfaction.
Responds to patient concerns and collaborates with leadership to ensure patient satisfaction.
Thoroughly and completely investigates all patient complaints and grievances.
Partners with appropriate clinical resources to investigate care concerns.
Involves leadership, risk management and legal in investigations as appropriate.
Prepares formal correspondence as a follow up to patient complaints and grievances and completes them in a timely manner.
Complies with all regulatory guidelines related to complaints and grievances.
Oversight of all concerns entered into Electronic Health Record database; responds to safety concerns and reports them to safety manager; committee participation focused on overseeing quality and safety standards as required by accrediting bodies.
Participation in reoccurring safety meetings.
Timely closure of open events related to complaints and grievances.
Rounds on patients, family members and staff to minimize concerns and complaints.
Incorporates patient experience metric updates when rounding on staff.
Ensure that continuous performance improvement initiatives are designed to measure and improve the perception of quality, safety and experience for the patient.
Partners with facility leadership teams to determine goals and priorities.
Responsible for the execution of the senior leadership's vision for ensuring continued improvement for the patient experience.
Implementation and evaluation of programs that facilitate the professional development and continuous learning of team members and leaders with a core focus on patient experience.