Patient Experience Quality Assurance Coach

Orlando Health•Orlando, FL

15d•Onsite

About The Position

The Patient Experience Quality Assurance Coach is responsible for conducting coaching, maintaining quality standards, and collaborating with leadership on ways to improve quality and experience. This position coordinates on-going trainings and education materials relative to Patient Experience. The Patient Experience Quality Assurance Coach provides feedback, coaching, resources, and works with team members and leadership to achieve goals and deliver highly reliable patient experience outcomes. This position supports the Orlando Health Medical Group with quality initiatives, process improvements, and overall performance improvement. Performs analytics, reporting, observations, trainings, and communicates with leadership for accountability of the patient experience outcomes. Responsible for monitoring patient experience platform, Rounding, and patient/ team member interactions.

Requirements

Associate degree in Business Administration, Education, Health Services Administration or a related field required or High School Graduate with 2 years of equivalent or relevant experience in coaching, analytics and delivering feedback; (in addition to the requirements listed in the Experience Section);
Two (2) years of relevant experience with 1+ years in healthcare preferred
Strong customer service skills required
Experience and knowledge of medical practice operations preferred

Nice To Haves

Bachelor’s Degree Preferred
Adult training or teaching experience desired
Demonstrates a personal commitment to promoting high performance
Possesses excellent communication and presentation skills
Demonstrates diplomacy and patience while interacting with colleagues
Holds strong analytical and problem-solving skills
Maintains a positive attitude and proactive approach
Thinks quickly and uses appropriate judgment
Experience with Microsoft products

Responsibilities

Reviews patient experience metrics, composed of patient survey metrics and comments to identify trends and implement strategic plans for improvement.
Assists management in the development and updating of reports to identify and track quality trends.
Provides feedback/coaching to team members and leadership based on quality standards.
Answers questions and assists team members with issues regarding core behavioral skills, Orlando Health policies, and procedures.
Remains current and proficient in all operational procedures and best in class service skills to provide appropriate coaching based on quality assurance trends.
Coordinates and assists initial and on-going training, coaching, and development of new hires and current team members.
Coordinates with Patient Access Center Quality Assurance to ensure quality metrics are met for the medical practices.
Identifies medical practices to identify areas of patient experience improvement.
Reviews and maintains reports and databases to monitor patient experience tracks and trends.
Owns and structures accountability and key success metrics to track the impact of the initiatives to the desired outcomes.
Supports and reinforces communication protocols with patients and the practice to provide ongoing feedback regarding core skills, accuracy/errors.
Supports and reinforces training with team members on the purpose of service excellence and how to ensure high reliability outcomes.
Manages multiple continuous projects to support the implementation of process improvements, both intradepartmental and interdepartmental.
Assists in expediting issue resolutions through resources and communication.
Communicates effectively verbal and written with, training and leadership.
Participates in corporate downtime recovery and emergency intakes as assigned.
Participates in all requirements of the Professional Development focusing on systems, workflows and overall experience.
Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLAs and other federal, state and local standards.
Maintains compliance with all Orlando Health policies and procedures.