Patient Experience Coordinator

American Addiction Centers • Charlotte, NC

2d • Onsite

About The Position

The Patient Experience Coordinator will assist departments and facilities in hardwiring evidence-based tactics to foster a culture of patient-centered care. This role involves periodic audits, shadowing, and patient rounding to ensure consistency. The coordinator will promote system values and behaviors, align with leadership to enforce strategy, and maintain facility-level scorecards and unit-level goals. They will provide guidance on evidence-based tactics, disseminate corporate initiatives, and analyze patient satisfaction data to identify trends and areas for improvement. The coordinator will also act as a superuser for PX applications, facilitate classes on Consumer Experience initiatives, and assist with onboarding new team members. Additionally, they will maintain advanced knowledge of Patient Satisfaction and Value Based Purchasing data, support patient and family service initiatives, coordinate recognition activities, and oversee the service recovery program and complaint management process.

Requirements

• Bachelor's Degree required.
• 2 years of customer service or previous hospital or health care experience required.
• Exceptional oral and written communication skills.
• Strong ability to communicate and ability to facilitate groups and prior experience facilitating group education required.
• Skilled in using personal computer and various software packages, including, but not limited to Microsoft Office (Outlook, PowerPoint, Excel (Strongly preferred) and Word).
• Must speak and understand English fluently.
• Intact sense of sight and hearing required.

Nice To Haves

• Certified Patient Experience Professional (CPXP) preferred.

Responsibilities

• Assists departments/facility in hardwiring evidence-based tactics for a culture of patient-centered care.
• Conducts periodic audits, shadowing, and focused patient rounding to ensure consistency.
• Promotes and embeds system values and behaviors within all programs, initiatives, and standard practices.
• Aligns with leadership to enforce strategy and maintain facility level scorecards and unit-level goals.
• Assists facility in the planning of a systematic, organization-wide approach to creating an optimal patient experience.
• Provides guidance on the use of evidence-based tactics and disseminates and supports Corporate led initiatives.
• Analyzes patient satisfaction data to track unit/departmental performance.
• Identifies and communicates trends and areas for improvement.
• Partners with leaders to identify areas of opportunity and create action plans.
• Reports progress to committees and department leaders.
• Acts as the facility superuser for PX applications responsible for user maintenance, onboarding and training, and troubleshooting user issues.
• Facilitates classes and educational offerings on Consumer Experience initiatives.
• Assists with onboarding new team members related to patient experience.
• Maintains advanced knowledge of Patient Satisfaction and Value Based Purchasing data and facilitates educational offerings as needed.
• Support facility patient and family service initiatives (i.e. Patient and Family Advisor Councils, Community Projects).
• Participates with Human Resources and other collaterals to ensure reward and recognition initiatives are being utilized effectively.
• Coordinates dissemination of recognition activities within the specified facility/division.
• Oversees service recovery program and complaint management process at facility/department level and reports to facility leaders.
• Participates in assigned system wide patient experience committee and supports corporate initiatives.

Benefits

• Comprehensive suite of Total Rewards: benefits and well-being programs
• Competitive compensation
• Generous retirement offerings
• Programs that invest in your career development
• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees