Patient Experience Coordinator

Saint Luke's Health System•Kansas City, MO

11d•Remote

About The Position

Be the face of Saint Luke's Physicians Group and help shape a patient experience program from the ground up! Passion for helping people and digging into the details a must! Full time Remote Self starter Top notch customer service Must have excellent communication skills Minimum 2 years experience required The Opportunity: The Patient Experience Coordinator’s primary role will be to create a Patient Experience Program for our physician group from the ground up. A self-starter that is passionate about putting the needs of the customer first should enjoy this unique opportunity. Utilizing data, the Coordinator will work closely with patients, Providers, clinic staff, clinic/operational leadership, executives, risk management, marketing, finance and quality to achieve top performance. Will collaborate with system education and quality resources to improve patient satisfaction. Will minimize possible risk exposures to the organization. Will be responsive to patient complaints by acting as a resource to employees and Medical staff as well as investigating and responding to written or post discharge complaints. Will facilitate communication between patients, the organization and among hospital departments as needed. Will assess the environment and make recommendations for corrective actions and policy changes to improve the patient experience. Develop and maintain a Patient Experience program for improvement and sustainment of outcomes metric performance using data analysis, leadership partnerships, staff engagement, coaching, process improvement/change management and best practice implementation that effectively focuses on continuous service improvements. Develop and deploy solutions related to communication programs and interactive care technology innovations. Focus on data for decision making, strategy building, and prioritization of performance improvement initiatives. Develop and deploy strategies for obtaining lived experience through Patient and Family Advisory Councils (PFACs), Focus Groups, Secret Shopper or other methods. Function as a lead coach and/or author for enhancing therapeutic relationships through workshops, observational coaching sessions, didactic or educational training opportunities, etc. Monitor market trends and utilize subject matter expertise to anticipate changes in Patient Experience expectations/outcomes for proactive adjustments. Partner with Division leaders to align strategies for optimal Patient Experience performance, action planning and implement of programs; and with Clinical, Financial and Operational leaders for insights into strategy development, alignment and deployment to facilitate positive service improvements. Collaborate with Risk Management, Marketing, Legal, Compliance and Division leaders regarding patient concerns, complaints, grievances, etc. and lead Root Cause Analysis for identified cases. Create and implement policies, procedures or best practices across the enterprise to standardize processes and ensure anticipated, seamless transitions of care from the patient’s perspective. Facilitate / Project Manage identified entity or clinic projects in collaboration leaders and frontline staff through all PDCA phases of the Performance Improvement Model. Support and maintain core values in every aspect of the Patient Experience program.

Requirements

Must have excellent communication skills
Minimum 2 years experience required
Bachelor's Degree

Responsibilities

Create a Patient Experience Program for our physician group from the ground up.
Work closely with patients, Providers, clinic staff, clinic/operational leadership, executives, risk management, marketing, finance and quality to achieve top performance.
Collaborate with system education and quality resources to improve patient satisfaction.
Minimize possible risk exposures to the organization.
Be responsive to patient complaints by acting as a resource to employees and Medical staff as well as investigating and responding to written or post discharge complaints.
Facilitate communication between patients, the organization and among hospital departments as needed.
Assess the environment and make recommendations for corrective actions and policy changes to improve the patient experience.
Develop and maintain a Patient Experience program for improvement and sustainment of outcomes metric performance using data analysis, leadership partnerships, staff engagement, coaching, process improvement/change management and best practice implementation that effectively focuses on continuous service improvements.
Develop and deploy solutions related to communication programs and interactive care technology innovations.
Focus on data for decision making, strategy building, and prioritization of performance improvement initiatives.
Develop and deploy strategies for obtaining lived experience through Patient and Family Advisory Councils (PFACs), Focus Groups, Secret Shopper or other methods.
Function as a lead coach and/or author for enhancing therapeutic relationships through workshops, observational coaching sessions, didactic or educational training opportunities, etc.
Monitor market trends and utilize subject matter expertise to anticipate changes in Patient Experience expectations/outcomes for proactive adjustments.
Partner with Division leaders to align strategies for optimal Patient Experience performance, action planning and implement of programs; and with Clinical, Financial and Operational leaders for insights into strategy development, alignment and deployment to facilitate positive service improvements.
Collaborate with Risk Management, Marketing, Legal, Compliance and Division leaders regarding patient concerns, complaints, grievances, etc. and lead Root Cause Analysis for identified cases.
Create and implement policies, procedures or best practices across the enterprise to standardize processes and ensure anticipated, seamless transitions of care from the patient’s perspective.
Facilitate / Project Manage identified entity or clinic projects in collaboration leaders and frontline staff through all PDCA phases of the Performance Improvement Model.
Support and maintain core values in every aspect of the Patient Experience program.