- $152,540.00 -152,540.00/year*
72 S Main St
POSITION SUMMARY:# Responsibilities include: Identifying areas for improvement from patient experience surveys, complaint and grievances, designing targeted patient experience initiatives # including support and implementation, assist in developing annual unit, department and organizational goals with appropriate leaders based on survey data.### Ensures that patient experience is a key priority throughout the system.# Meets regularly with system leaders to ensure hospital and unit initiatives are aligned.# Meets with staff, managers and leaders to share current initiatives, progress reports and solicit feedback.# Encourages staff participation in enhancing the patient experience. # The Patient Experience Coordinator also guides and facilitates the consumers of health care services complaints and grievances and appropriately supports the Managers, Directors and other staff in the resolution. Acts as the central resource for information pertaining to patient rights and responsibilities and serves as the organization#s non-discrimination officer# # EDUCATION/CERTIFICATION: Bachelor#s Degree required in a significantly related field. Master#s Degree in related field preferred. # EXPERIENCE: Minimum five years experience in a healthcare institution.# Experience with Patient Experience Initiatives and Patient Relations is preferred. #Knowledge of analytical techniques and experience in computer software including but not limited to database entry and MS Word. # COMPETENCIES: Understand performance improvement techniques with ability to implement tools to achieve improvements Excellent interpersonal skills with the ability to interact proactively with patients, visitors, nurses, physicians and other providers, the community and all hospital personnel when necessary. Ability to work effectively as a team members as well as a team leader. Self-motivated with a positive personality and a passion for driving project results Experience in the use of data and the translation of data to actionable outcomes. The ability to function independently, to problem solve with skills in conflict resolution, mediation and crisis resolution. # ESSENTIAL DUTIES and RESPONSIBILITIES: Disclaimer: Job descriptions are not intended, nor should they be construed to be, exhaustive lists of all responsibilities, skills, efforts or working conditions associated with the job.# They are intended to be accurate reflections of the principal duties and responsibilities of this position.# These responsibilities and competencies listed below may change from time to time. # Review of Patient Experience Surveys to identify areas of needed improvement. Assists leaders in developing annual unit, departmental and organizational goals based upon survey data. Provides analytical support of patient experience data, based upon organizational goals Provides training and support to hospital leadership for survey tools, including data analysis, and report interpretation. Develops tools and programs to further Customer Service Excellence Programs which includes patient experience focused communication techniques and service recovery. Manages the utilization of tools such as from patient surveys, rounding data collection tools, etc. Designs, implements and supports targeted patient experience initiatives. Monitors the efficacy of current data and improvement strategies and recommend course corrections as needed. Demonstrates a current knowledge of all CAHPS expectations and provides education to leaders on CAHPS requirements Assists managers in investigating and working towards resolution of patient complaints concerning quality of care and service. Facilitates the grievance process and assists Managers/Directors in telephone and letter correspondence as appropriate.# Provides accurate, timely and complete documentation in Feedback system and other databases. Partners with Quality and Risk Management regarding the tracking, trending, timely follow-up, and oversight of patient complaints and grievances. Identifies issues needing Medical Staff intervention and quality of care/review. Acts as a liaison between patients and the healthcare system. Understands hospital mission, policies, procedures and services in order to respond to patients# questions and concerns.# Resource for information concerning patients# rights and responsibilities and ethical issues. Participates in the development and maintenance of Patient and Family Advisory Council(s), including recruitment, meeting preparation, etc. Participates in appropriate ECHN committees and community, state and/or national professional organizations. Serves as the organization#s Non-Discrimination Officer Manages the Interpreter Services related to Deaf and Hearing Impaired as well as the Limited Proficiency in English which includes, policies, procedures, education and the management and coordination of the Interpreter Services themselves. Manages organizational needs related to Services Animals and related patient care issues including policies, procedures and education..cb
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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