Patient Experience/Marketing Coordinator

San Diego Cardiac Center Medical Group Inc•San Diego, CA

About The Position

As a Patient Experience/Marketing Coordinator (PXC), you play a vital role in guiding patients and their families through their patient visit, ensuring that their needs [expectations] are met and that they have a smooth transition from the Emergency Department or Inpatient setting to home or next site of care. At SDCC, we know the impact you can have.

Requirements

A 2-year degree in marketing or a related degree is preferred.
Previous experience working in the healthcare industry is preferred.
Customer service experience required
Knowledge of computer skills using Microsoft Word, Excel and e-mail; entry level knowledge of Canva or desktop publishing is preferred
Demonstrate phone etiquette and customer service skills
Communicate effectively both verbally and written
Remain organized and manage competing priorities
Work independently and within established time frames
Must have superb and demonstratable customer service experience.
Knowledge of service expectations and service recovery models.
Must have strong reading/writing skills
Excellent, problem-solving skills and attention to detail
Knowledge of medical terminology
Understanding of healthcare records compliance
Strong knowledge of HIPAA and PHI
Navigational knowledge of electronic medical record applications such as Epic
Must have excellent time management skills, be highly organized, self-motivated.
Maintain a high level of productivity and confidentiality.
Strong knowledge of computer-based systems such as Excel, Word, PowerPoint, publishing applications with the ability to quickly learn new systems.
The ability to follow through timely on tasks is essential.
Possess excellent written, verbal, and interpersonal communication skills.
Team oriented and leadership skills
Must possess initiative; tact; poise and excellent customer service skills.

Responsibilities

Identify patients in the department for patient experience assessment as well as receive clinician or department staff referrals for patient follow-up
Conduct rounding in the department to assess patient needs for comfort items, experience during their visit, and provide service recovery as is within the non-clinical scope of the role
Provide feedback and service recovery input to the clinician staff and department as appropriate
Educate patients on the hospital or system's patient satisfaction survey process and timing
Extend outreach to patient post-visit (phone call or digital communications) to assess their experience and to provide service recovery or feedback to clinician and department team where necessary
Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff
Triages issues to billing or clinic or scheduling to ensure better service to our patients
Route clinical questions to appropriate clinicians or department staff to follow-up with patient needs or questions
Utilize appropriate tools to analyze operational data trends and use to make appropriate adjustments in personal work as well as to provide feedback to appropriate clinician and department team
Provide clinicians and department staff with education about the PXC role and offer continued education and outcome data as appropriate
Obtain and trend Press Ganey or similar patient experience data and results per office or system measures
Provide results and analysis of trends for operational improvements to the leadership team
Observance of patient visits while rounding with clinicians to provide feedback on approach and efficacy of patient experience quality initiatives
Provide feedback in written and oral communication to clinicians, department staff, and leadership in efforts to improve patient satisfaction measures regarding provider interaction
Collect data about patient care problems, prepares reports, and analyzes trends
Relays information to appropriate departments for action
Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans
Maintain program educational material, assess restocking needs, and develop new material that supports the role
Practices regular communication with care team members to provide feedback around process improvement of services offered that can better serve the patient and increase effectiveness of the role.
Frequent touch bases with HR Leader, COO, and CEO and assistance with other duties as assigned for participation in patient experience initiatives.
Performs duties under compliance with HIPAA and understands the importance of protecting patient information.
Maintains documentation of all patient encounters in excel or software-based program and completes reporting requirements according to program standards.
Attends and represents the organization at trainings and meetings at the request of or with the approval of supervisor
Fully discloses relevant training, experience and credentials, in order to help patients, understand the scope of services the Patient Experience Coordinator is qualified to provide and refrains from any activity that could be construed as clinical in nature.
Under the direction of the Clinic leadership team(s), develop an understanding and work with the care team to facilitate improvements of patient satisfaction metrics.
Meets department/organization quality goals
Develops marketing policies and programs that reflect the organization's goals and objectives;
Oversees or conducts research designed to evaluate the organization's market position;
Directs the implementation of policies and procedures that relate to the promotion of the organization;
Performs administrative tasks such as department budgeting and design of printed materials; and
Oversees social media and website activities
Coordinates with SCMG to improve patient satisfaction
Work in conjunction with HR team to facilitate monthly newsletter and enhance employee engagement
Create and implement marketing plans, including the development and implementation of a program to contact referring providers and potential referring providers, to achieve the goal of promoting SDCC physicians and programs.
Occasionally assist in planning special programs and events that build relationships between SDCC and patients and/or between SDCC and referring providers. Specific responsibilities include contacting patients after appointments to improve patient satisfaction as well as following up with patients who have submitted complaints.
Additional duties may be assigned as needed.