Patient Experience Coordinator | Part Time 20hrs | Days

Concord Hospital Health System•Laconia, NH

12d

About The Position

The Patient Experience Coordinator reports to the Director of Quality Performance and Patient Safety and works to improve the patient and family experience by investigating complex complaints, concerns, and other feedback received at Concord Hospital. Cases may involve care provided by physicians or other health care professionals, potential liability, and quality-of-care issues. The role requires familiarity with Concord Hospital policies and procedures, strong interpersonal and problem-solving skills, and the ability to collaborate across the organization. The position covers inpatient and outpatient services across all locations in the Concord Hospital health system. The coordinator works frequently with Quality Performance and Patient Safety, Patient and Financial Services, and Risk Management on complex medical-legal issues. The role also helps staff diffuse difficult or volatile patient situations and uses creative problem-solving and conflict-resolution skills to address patient and family concerns. The minimum education requirement is a bachelor's degree in Business Administration, Nursing, Social Work, or another health care-related field; a master's degree in one of these fields is preferred. The employee must obtain a Certified Professional in Patient Safety, Certified Patient Experience Professional designation, or equivalent within four years of hire. Minimum experience is two years of patient-contact health care experience and two years of conflict-resolution or investigation experience. Four years of patient-contact health care experience is preferred.

Requirements

Bachelor's degree in Business Administration, Nursing, Social Work, or another health care-related field.
Obtain a Certified Professional in Patient Safety, Certified Patient Experience Professional designation, or equivalent within four years of hire.
At least two years of patient-contact health care-related experience.
At least two years of experience in conflict resolution or investigation.
Excellent oral and written communication skills, including the ability to synthesize investigation facts and respond compassionately on behalf of the organization.
Excellent analytical skills, including medical record review and analysis, investigation of quality-of-care complaints, and synthesis of facts related to patient complaints and safety issues.
Strong case-management skills, including the ability to manage a high caseload, document well, and provide timely responses within regulatory timelines.
Excellent interpersonal, conflict-resolution, and problem-solving skills in a fast-paced environment.
Strong computer skills, including word processing, email, calendars, databases, and department-specific software.
Sensitivity to diversity issues and cultural competence.
Ability to work effectively with individuals under stress.
Ability to collaborate with managers, faculty, and staff throughout the organization.
Ability to work independently and resourcefully in complex situations, and to contribute effectively and respectfully as a team member.

Nice To Haves

Master's degree in Business Administration, Nursing, Social Work, or another health care-related field.
Four years of patient-contact health care-related experience.

Responsibilities

Represent Concord Hospital in providing a patient-centered approach to unsolicited feedback in support of the Patients First mission.
Interact with patients, families, and visitors using communication and actions that support Concord Hospital Service Behaviors.
Investigate patient complaints and grievances, and refer caregiver misconduct and discrimination allegations to appropriate resources.
Provide mediation for complex situations throughout the organization.
Investigate cases, including clarifying issues through interviews with patients and families; reviewing medical records, policies, and procedures; interviewing hospital staff and physicians; and consulting Risk Management, administration, and other departments.
Maintain a patient- and family-centered approach when reviewing complaints, grievances, and feedback to improve the organization.
Seek resolution of complaints and grievances at the appropriate organizational level, working with staff, supervisors, department heads, and clinical and administrative leaders.
Partner with leadership to develop action plans related to patient complaint investigations, reviews, and quality improvement.
Communicate investigation actions to affected patients, families, and staff.
With assistance from the Director of Quality Performance and Patient Safety, initiate corrective action as appropriate.
Comply with applicable regulations, including CMS Conditions of Participation, and Concord Hospital policies for responding to complaints and grievances.
Participate in staff orientation and education programs.
Keep abreast of patient experience best practices.
Take ownership of individual performance goals.