RN, Patient Experience Coordinator

Baylor Scott & White Health • Sunnyvale, TX

98d

About The Position

Baylor Scott & White Medical Center - Sunnyvale is seeking a Patient Experience Coordinator, RN who will be responsible for modeling the Expected Behaviors for Patient Centered Care and investigating, resolving, documenting, and reporting patient and visitor compliments and concerns to leadership and staff. This role involves monitoring patient experience scores for trends and opportunities and serving as the facility champion for CAHPs initiatives. The coordinator will work collaboratively to develop, implement, and participate in patient experience and patient relations initiatives, providing monthly status updates/reports on process improvement initiatives and outcomes related to patient experience to leadership. Additional responsibilities or special assignments may be delegated to this team member.

Requirements

• Graduate of an accredited School of Nursing.
• Current State of Texas Registered Nurse license.
• Current AHA BLS Certification.
• Current AHA ACLS Certification.
• Ability to work well with all team members, including physicians.
• Effective communication skills in English, both verbally and in writing.
• Basic computer knowledge.

Nice To Haves

• Additional languages preferred.

Responsibilities

• Model the Expected Behaviors for Patient Centered Care and demonstrate passion for the patient experience.
• Assist in continuous Patient Experience processes as the facilitator/coach.
• Ensure all necessary follow-up/action items are completed, reported, and documented to close the loop.
• Work as a team member and promote a culture of caring.
• Serve as recording secretary for the Patient Experience section of meeting minutes.
• Aggregate and analyze Patient Experience data and report findings to appropriate committees.
• Conduct routine analysis of patient experience outcomes with the support of the Chief Nursing Officer.
• Analyze CAHPs and patient experience survey data, patient/visitor complaints, and grievances.
• Collaborate with leadership, physicians, and staff to ensure optimal patient experience.
• Track and trend patient/visitor service concerns.
• Identify system/process-related opportunities through data and work collaboratively to resolve.
• Lead and participate in various process improvement activities aimed at improving the patient experience.
• Perform routine clinical and non-clinical rounding for patients and families.
• Communicate and interact with patients, families, staff, and others in a compassionate and respectful manner.
• Investigate patient/visitor concerns and work with applicable parties to bring them to resolution.
• Maintain regulatory and compliance requirements for the facility.
• Consult with leaders to develop strategies to improve the patient experience.
• Assist with staff education on improving patient experience opportunities.
• Provide knowledge of best practices, service improvement, and problem-solving to enhance the patient experience.

Benefits

• Competitive pay.
• Benefits provided based on work assignment (Full-time, Part-time, or PRN).
• Modern Office Setting.
• On-Site Cafe' and Coffee Bar (Payroll Deduction available).
• Collaborative Teams.
• Team Member engagement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: Bachelor's degree