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Patient Experience Coordinator
Patient Experience CoordinatorSaint Luke's Health System • Kansas City, MO, United States
Patient Experience Coordinator

Patient Experience Coordinator

Saint Luke's Health System • Kansas City, MO, United States
[job_card.variable_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Job Description

Be the face of Saint Luke's Physicians Group and help shape a patient experience program from the ground up!

  • Passion for helping people and digging into the details a must!
  • Full time
  • Remote
  • Self starter
  • Top notch customer service
  • Must have excellent communication skills
  • Minimum 2 years experience required

The Opportunity :

The Patient Experience Coordinator's primary role will be to create a Patient Experience Program for our physician group from the ground up. A self-starter that is passionate about putting the needs of the customer first should enjoy this unique opportunity. Utilizing data, the Coordinator will work closely with patients, Providers, clinic staff, clinic / operational leadership, executives, risk management, marketing, finance and quality to achieve top performance. Will collaborate with system education and quality resources to improve patient satisfaction. Will minimize possible risk exposures to the organization. Will be responsive to patient complaints by acting as a resource to employees and Medical staff as well as investigating and responding to written or post discharge complaints. Will facilitate communication between patients, the organization and among hospital departments as needed. Will assess the environment and make recommendations for corrective actions and policy changes to improve the patient experience.

  • Develop and maintain a Patient Experience program for improvement and sustainment of outcomes metric performance using data analysis, leadership partnerships, staff engagement, coaching, process improvement / change management and best practice implementation that effectively focuses on continuous service improvements.
  • Develop and deploy solutions related to communication programs and interactive care technology innovations.
  • Focus on data for decision making, strategy building, and prioritization of performance improvement initiatives.
  • Develop and deploy strategies for obtaining lived experience through Patient and Family Advisory Councils (PFACs), Focus Groups, Secret Shopper or other methods.
  • Function as a lead coach and / or author for enhancing therapeutic relationships through workshops, observational coaching sessions, didactic or educational training opportunities, etc.
  • Monitor market trends and utilize subject matter expertise to anticipate changes in Patient Experience expectations / outcomes for proactive adjustments.
  • Partner with Division leaders to align strategies for optimal Patient Experience performance, action planning and implement of programs; and with Clinical, Financial and Operational leaders for insights into strategy development, alignment and deployment to facilitate positive service improvements.
  • Collaborate with Risk Management, Marketing, Legal, Compliance and Division leaders regarding patient concerns, complaints, grievances, etc. and lead Root Cause Analysis for identified cases.
  • Create and implement policies, procedures or best practices across the enterprise to standardize processes and ensure anticipated, seamless transitions of care from the patient's perspective.
  • Facilitate / Project Manage identified entity or clinic projects in collaboration leaders and frontline staff through all PDCA phases of the Performance Improvement Model.
  • Support and maintain core values in every aspect of the Patient Experience program.

    • Why Saint Luke's?

  • We believe in work / life balance.
  • We are dedicated to innovation and always looking for ways to improve.
  • We believe in creating a collaborative environment where all voices are heard.
  • We are here for you and will support you in achieving your goals.

    • #LI-CK2

    Job Requirements

    Applicable Experience :

    2 years

    Bachelor's Degree

    Job Details

    Full Time

    Day (United States of America)

    The best place to get care. The best place to give care. Saint Luke's 12,000 employees strive toward that vision every day. Our employees are proud to work for the only faith-based, nonprofit, locally owned health system in Kansas City. Joining Saint Luke's means joining a team of exceptional professionals who strive for excellence in patient care. Do the best work of your career within a highly diverse and inclusive workspace where all voices matter.

    Join the Kansas City region's premiere provider of health services. Equal Opportunity Employer.

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    Patient Experience Coordinator • Kansas City, MO, United States

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