The following statements reflect the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all the work requirements, which may be inherent in the position.

 

The Patient Experience Coordinator’s primary function is to develop and administer processes and systems to drive excellence in service delivery, advocacy, and overall customer satisfaction.  This position will design, implement, and evaluate hospital-wide strategic initiatives related to patient satisfaction and customer service.  He/she is responsible for identifying areas that require customer service enhancements and assessing existing service activities.  This position will report to the Director of Quality and assist with the development of the service culture through continuous activities, recognition, behavioral focus, performance improvement initiatives, and education.

 

 

The Patient Experience Coordinator Essential Functions are comprised of 3 domains:
Service Excellence, Performance Improvement, and Advocacy.

 

ADVOCACY

When patient complaints, grievances, or concerns are present, this role will work to resolve them in a timely and satisfactory manner per policies and protocols:Serves as primary contact for concerns referred to a patient advocateRounds in patient care areas, implements and assists staff with service excellence recovery efforts when necessaryResponsible for entry, tracking, and gathering appropriate and timely follow up to complaints and grievances at MMC. These must be entered into MMC’s confidential reporting database, HRP Assist with identifying quality issues within complaints/grievanceCreate Monthly Complaints/Grievances report for Senior Leadership identifying trends, strengths, and opportunities. Facilitate the hospital Grievance Committee Attend Physician morning huddle daily to offer assistance with patients/families/caregivers who might benefit from speaking to an advocateCollaborate daily with the Emergency Department Coordinators and address concerns as appropriate Ensure all CAHPS and Complaints & Grievances requirements are met in accordance to CMS and Joint Commission guidelines.

 

 

SERVICE EXCELLENCE

Service Excellence is achieved through the ongoing efforts to improve the patient experience:

Active Point of Contact for Press Ganey:Manage the Press Ganey database for MMC and the survey process which includes all Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys and patient satisfaction surveys, Hospital CAHPS (HCAHPS), Emergency Department, Outpatient and Outpatient Surgery, Clinical CAHPS and any other CAHPS surveys implemented by the government.Provide assistance in service excellence tactics and principles to build and develop a culture of excellence.Monitor and share patient satisfaction “best practices” within the healthcare industry and serve as an organizational resource for related informationLeads the coordination of the Patient Family Advisory Council (PFAC) and is responsible for content presented at the meeting.

 

PERFORMANCE IMPROVEMENT

Performance improvement sets Specific, Measurable, Attainable, Realistic, and Time-Sensitive (SMART) goals and utilizes the Plan Do Check Adjust (PDCA) PI model

Act as Subject Matter Expert for CAHPS and patient experience analysis for all service lines in performance improvement initiatives:Serve as an internal resource for managers in the use of the online survey data tool, related data analysis and results, and provide necessary education and consultationMeet with leaders on a regular basis to ensure they are able to retrieve and interpret the data and make improvements/adjustments as needed to meet goals and targetsCommunicate frequently by providing real-time updates and reports relative to specific unit performance, goals, and targets. Provide unit-specific quarterly updates on the MMC portal for managers’ Quality/PI boards.Conduct data analysis, reporting, information sharing, and performance improvement including departmental follow-up when neededCreate customized reports and presentations as requiredAssist leadership in the development of action plans and annual leadership goals based on previous years’ data and monitor the results of unit-specific and organizational action plansParticipate in setting aggressive, yet attainable benchmarking goals with measurable objectives and assist in the achievement of these goalsHelp identify performance improvement opportunities that will render measurable patient experience results. Assist with data tracking, graphs, presentations, and recognition programs

Requirement:

Bachelor’s degree in health administration, communications, public relations, marketing, or other clinical field.

Preferred

       2-5 years hospital or healthcare experience

 

Additional Skills/Abilities:

Strong computer skills with knowledge of Microsoft systems including Word, Excel, PowerPoint, and OutlookProficiency in analyzing and tracking data and understanding research methodologyAbility to oversee deadlines and manage multiple tasks simultaneouslySolid presentation skills—verbal and electronic.Effective communication skills including teaching, presenting, and facilitating large groupsDemonstrate success in leading and motivating individuals and groups including driving change across the organizationDemonstrate strategic and creative thinkingExceptional project management skillsAbility to solve complex problems and manage conflictsEffective time management skills

Bilingual – a plus