Patient Experience Coordinator
About The Position
Hanley Foundation is a non-profit organization with a mission to eliminate addiction through prevention, advocacy, treatment, and recovery support. We are seeking a highly organized, service-oriented Patient Experience Coordinator who brings sound judgment, discretion, and follow-through to a fast-paced, mission-driven environment. The Patient Experience Coordinator collaborates with diverse organizational members, departments, patients, and families to identify and implement initiatives that foster a positive, elevated, practical treatment experience at Hanley Foundation. The position requires exceptional hospitality, meticulous attention to detail, creative problem-solving abilities, strong organizational skills, and the capacity to manage multiple tasks concurrently. The Patient Experience Coordinator exemplifies a hospitality mindset and is an ambassador for Hanley Foundation's culture.
Requirements
- A bachelor's degree in hospitality, healthcare administration, business, or a related field and at least two years of relevant work experience.
- Proficient in Microsoft Office (Word, Excel, Outlook, and PowerPoint)
- Ability to work weekends and holidays as required.
- If in recovery, one (1) year of continuous sobriety is required.
- Excellent organizational skills, meticulous attention to detail, and commitment to meeting assigned deadlines.
- Creative and practical problem-solving skills to identify productive and efficient solutions.
- Team player with the ability to also be effective independently.
- Active listening skills.
- Ability to provide constructive, individualized feedback in a caring, professional, and compassionate manner.
Nice To Haves
- Retail experience a plus.
- Completion of relevant training upon hire and when deemed appropriate.
Responsibilities
- Work with the Patient Experience Director to identify and execute patient experience programming.
- Oversee the day-to-day operations of the on-campus retail store, ensuring that customer service, visual merchandising, inventory management, and other key areas are effectively managed.
- Manage patient ancillary services, including, but not limited to, staff and patient communication and patient scheduling.
- Oversee external vendors and service providers responsible for patient experience.
- Gain a comprehensive understanding of the patient's journey from initial contact to discharge, focusing on the elements contributing to positive or negative experiences.
- Build relationships with patients to understand their needs and preferences and share insights with the team and Director of Patient Experience.
- Review the interior and exterior atmosphere regularly for patient comfort, accessibility, safety, cleanliness, décor, updated signage, posters, and promotional materials.
- Assist with the resolution of patient grievances and concerns.
- Communicate directly with patients and team members to understand and resolve patient complaints and issues.
- Based on feedback from individual patients and their families, educate team members on the varied ways to humanize a patient’s experience.
- Work with department leads on developing achievable, sustainable, and measurable strategies for improvement.
- Communicate with the team about specific feedback, develop solutions, and resolve issues.
- Responsible for departmental onboarding.
- Perform other duties as assigned.
- Adhere to and uphold all Hanley Foundation policies and procedures.
Benefits
- Medical, Dental, Vision, Disability, Life Insurance
- Paid Time Off
- Paid Holidays
- 401k & 401k Match
- Health Savings and Flexible Spending Accounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
