Patient Experience Coordinator

Richmond University Medical Center

300d • $65,000 - $75,000

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. The position manages the Patient Relations Department while reporting directly to the VP of Quality. The role systematically assesses concerns of patients and visitors, using assessment data to identify problems and facilitate their resolution. It directs patient rights efforts mandated by law and develops best practice standards to follow up on concerns and complaints brought forward by consumers, both internal and external. The position completes qualitative assessments throughout the organization to maintain a continuous pulse of the experiences of patients and their caregivers. It partners with management and front-line staff to enhance the healing environment and oversees regulatory aspects of the Patient Relations Department to ensure all standards are maintained. The role elevates performance levels and tracks key performance indicators to ensure that all patient relation and experience goals are achieved. The candidate must be comfortable addressing healthcare regulations both internally and externally with accrediting organizations. There is oversight of departmental operations and personnel functions in assisting the Vice President of Quality, and the candidate can assist in periods of high patient volume or other departmental needs as assigned by the VP of Quality or AVP of Quality.

Requirements

• Prior experience with patient advocacy and complaint/grievance management in a healthcare setting.
• Exceptional interpersonal, problem-solving, and conflict management skills.
• Ability to handle potentially adversarial situations with composure and diplomacy.
• Experience with public speaking.
• Bachelor's Degree in Healthcare Science, Business, or Communication from an accredited college/university.
• Experience with project coordination, facilitation, and leadership.

Nice To Haves

• Management experience preferred.
• Patient Representative (consumer relations) and teaching experience preferred.
• MBA-HC, MBA, MHA, or MPA preferred.
• CPXP Designation.
• Certificate in Patient Experience.
• Certificate in Patient Advocacy.

Responsibilities

• Manage the Patient Relations Department.
• Systematically assess concerns of patients and visitors.
• Identify problems and facilitate their resolution using assessment data.
• Direct patient rights efforts mandated by law.
• Develop and implement best practice standards for addressing concerns and complaints.
• Complete qualitative assessments to maintain a continuous pulse of patient experiences.
• Partner with management and front-line staff to enhance the healing environment.
• Oversee regulatory aspects of the Patient Relations Department.
• Track key performance indicators to achieve patient relation and experience goals.
• Address healthcare regulations with accrediting organizations.
• Assist in departmental operations and personnel functions as needed.

Benefits

• Salary Range: $65,000 - $75,000.
• Monday - Friday 8:30a - 5p.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree