Patient Experience Coordinator

Yale New Haven Health • New Haven, CT

1d • Onsite

About The Position

The patient experience coordinator serves as a member of the patient experience team to drive patient experience strategy for Yale New Haven Health (YNHH) and the aligned clinician enterprise (ACE). This role supports the management, dissemination, and interpretation of patient experience data. Participates in the development and implementation of patient/customer experience strategies and initiatives, and provides support to sites/regions for analytics, performance improvement, and implementation of evidence-based best practices. Serves as a knowledge expert around the implications of Consumer Assessment of Healthcare Providers and Systems (CAHPS) measures, including value-based purchasing, reimbursement, and the impact on the organization. This role assists in the development and sustainment of education programs that support the care signature for YNHH and the aligned clinician enterprise. This position plans and coordinates educational/teaching activities for staff, inclusive of physicians, with the goal of achieving excellence in patient experience.

Requirements

• Bachelor?s degree in business, public health, healthcare, or other related field is required.
• Three (3) to five (5) years of experience in a healthcare setting or customer service with progressively increasing responsibilities.
• Experience in service excellence, data analysis, statistics, and performance improvement required.
• Experience working in partnership with patients and families.
• Excellent written and oral communication skills, including presentations.
• A passion for improving the delivery of healthcare and the patient experience of care across the continuum of care.
• An ability to work collaboratively with and influence individuals at varying levels within the organization.
• Experience delivering results in a matrixed work environment.
• Must be flexible, team-oriented, able to work independently and autonomously, a critical thinker, and committed to learning and growth.
• Highly organized and able to oversee multiple projects at one time.
• Ability to use PC applications necessary for functions of screening, documentation and composition, report preparation, and presentations.
• Demonstrates competency in documentation, project coordination, with an understanding of diverse cultures.
• Outstanding problem-solving skills and creative management of issues.

Nice To Haves

• Master's degree in a health care discipline, public health administration, or related field pertinent to this role strongly preferred.
• Certified Patient Experience Professional (CPXP) preferred.
• Training in performance improvement methodologies is strongly preferred.

Responsibilities

• Facilitates the preparation, gathering, analysis, and interpretation of patient/customer engagement data to assess efficacy of the patient/customer experience strategy.
• Serve as knowledge expert on service performance improvement for staff and physicians.
• Develops curriculum and content for clinical and staff in partnership with patient experience leadership.
• Supports the organization?s commitment to patient and family-centered care.
• May be responsible for reviewing and responding to emails in patient experience email box, including patient letters. Acknowledges patient emails promptly, making appropriate referrals for follow-up.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level