Patient Experience Coordinator- Patient Safety - Days - FT

Memorial Hospital at Gulfport•Gulfport, MS

About The Position

The Patient Experience Coordinator coordinates aspects of a system-wide patient experience initiative, with a focus on the patient experience process. The role supports the coordination of patient satisfaction reporting and helps develop, implement, and measure performance improvements. The coordinator assists the Patient Advocate with patient and customer concern intake and facilitates the Patient Experience Core Strategy. The position coordinates patient experience surveys and reporting, supports departments in using satisfaction data to improve performance, and provides training on patient experience reports and Press Ganey resources. It also assists with patient and customer concerns, including documenting concerns, classifying them as complaints or grievances under CMS guidelines, referring them for investigation and resolution, and formulating responses. The coordinator works with leaders and staff on customer service remediation, surveys and focus groups, and action plans to improve the patient experience.

Requirements

Associate's degree in Nursing, Health Care Administration, Behavioral studies, or another health care-related field.
Current Mississippi license, as indicated by profession.
Two years of experience in health care management.
Analytical and interpretive skills.
Advanced computer skills using spreadsheet, word-processing, and database software.
Effective communication skills at all levels of the organization.
Strong management and organizational skills.

Nice To Haves

Bachelor's degree in Nursing, Health Care Administration, Behavioral studies, or another health care-related field.

Responsibilities

Coordinate the patient experience survey process.
Guide directors, managers, and staff involved in data downloads for departments receiving satisfaction reports and verbatim comments.
Recommend new survey contracts, when available from Press Ganey, to better measure and benchmark patient satisfaction in unique areas of the organization.
Coordinate distribution, analysis, graphics preparation, narrative reporting, and statistical reporting of information received from Press Ganey.
Assist in using patient satisfaction reports to develop, implement, and measure performance improvements.
Coordinate quarterly follow-up plans from each area receiving Press Ganey scores.
Establish and coordinate internal groups to communicate problems and challenges and recognize accomplishments and improvements.
Assist the Director of Quality, Risk, Patient Experience, as needed, in providing patient experience and customer service programs to staff.
Provide training regarding patient experience and satisfaction reports and Press Ganey resources.
Assist the Patient Advocate with intake of patient and customer concerns.
Meet with patients and customers and document concerns related to patient care.
Determine whether concerns are complaints or grievances according to Centers for Medicare & Medicaid Services guidelines.
Refer concerns to appropriate supervisory personnel for investigation and resolution.
Formulate responses to the complaining party.
Facilitate the Patient Experience Core Strategy.
Collaborate with directors and managers to design and implement customer service remediation programs for individual employees.
Conduct staff surveys and focus groups to determine strengths, weaknesses, opportunities, and expectations of specific areas.
Facilitate directors, managers, and staff in designing and implementing action plans and timelines to improve the internal patient experience.