PATIENT EXPERIENCE COORDINATOR

UHS•ROSEMEAD, CA

8d•Onsite

About The Position

The Patient Experience Coordinator (PEC) is an essential team member of the Outpatient Services Department and plays a vital role in creating a seamless, positive and patient-centered experience for patients transitioning from the Inpatient level of care to Outpatient Services -or- outside clients admitting directly into Outpatient Services. The PEC is responsible for enhancing the patient journey by fostering open communication with patients, family members, hospital employees and referring partners; identifying service recovery concerns to improve patient satisfaction and engagement; utilizing patient satisfaction surveys, in-house reporting and online review platforms (Google Reviews); actively participating in the morning Flash Meeting to ensure timely and effective coordination of care; providing direct patient education and support related to their outpatient treatment goals; and working closely with the Director of Outpatient Services on assigned projects, employee engagement and marketing initiatives.

Requirements

Bachelor's degree from an accredited college or university in mental health/behavioral science field preferred.
Applicants must have experience working directly with an inpatient psychiatric patient population and the chronically mentally ill.
Excellent communication skills are required, which include actively listening, public speaking, conflict resolution and report writing.

Responsibilities

Provide routine/daily patient satisfaction check-ups and apply service recovery when needed.
Apply patient service recovery when needed and coordinate interdepartmental collaboration to enhance the patient’s journey and resolve any potential conflicts.
Encourage patient feedback and Google Review completion—provide Google QR, assist patients with posting anonymous review, answer questions/concerns.
Attend daily Flash/Morning meetings to address patient eligibility and admissions outcomes into Outpatient Services (PHP/IOP).
Meet with eligible inpatients within 24-48 hrs of admission, as well as daily, to discuss PHP/IOP services and Virtual treatment options, and address any barriers such as transportation concerns, work obligations or negative assumptions.
Complete Family Discharge Planning Sessions for potential patients to successfully transition to Outpatient Services.
Provide patient/family education on benefits of outpatient treatment following inpatient hospitalization and function as an additional resource.
Complete Point of Contact paperwork for all new telehealth patients and direct managed care patients on day of admission.