Patient Experience Coordinator- Patient Safety - Days

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. This role supports patient satisfaction reporting and helps develop, implement, and measure performance improvements. The coordinator also assists the Patient Advocate with intake and handling of patient and customer concerns, and facilitates the Patient Experience Core Strategy.

Requirements

Associate's degree in nursing, health care administration, behavioral health, 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 health, or another health care-related field.

Responsibilities

Coordinate the patient experience survey process.
Guide directors, managers, and staff involved in downloading data for departments receiving satisfaction reports and verbatim comments.
Recommend survey contracts to better measure and benchmark patient satisfaction in unique areas of the organization, as available from Press Ganey.
Coordinate the distribution, analysis, graphics preparation, narrative reporting, and statistical reporting of information received from Press Ganey.
Assist with using patient satisfaction reports to develop, implement, and measure performance improvements.
Coordinate quarterly follow-up plans for areas 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 with patient experience and customer service programs for staff as needed.
Provide training on 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.
Classify concerns as complaints or grievances according to Centers for Medicare & Medicaid Services guidelines.
Refer concerns to appropriate supervisory personnel for investigation and resolution.
Formulate responses to complaining parties.
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 identify strengths, weaknesses, opportunities, and expectations in specific areas.
Facilitate the design and implementation of action plans and timelines with directors, managers, and staff to improve the internal patient experience.