Patient Experience Coordinator

Overview

Under the direction of the System Director of Service Excellence, the Patient Experience Coordinator coordinate patient experience initiatives and services within the DCH Health System, including training, data analysis, and rounding.

In this role, the Patient Experience Coordinator must uphold the highest ethical and moral standards, act in the best interest of DCH Health System, and fully support its mission, vision, and values. A thorough understanding of healthcare systems and the ability to interact with, collaborate with, and support a diverse workforce are essential.

Responsibilities

Patient Experience

• Collaborates with department educators, managers, and team leads and supervisors to review and analyze patient feedback and experience scores, developing and delivering targeted coaching, training sessions and intervention to improve unit level scores.
• Prepares and facilitates service excellence training sessions and workshops.
• Researches industry trends and best practices to enhance patient experience strategies and ensure continuous improvement.
• Review (critical) Px results with assigned leaders on quarterly basis based on departmental performance.
• Develops department-specific solutions to address concerns that improves patient experience scores based on key drivers and report trends.
• Adheres to safety regulations and infection control protocols
• Conducts routine scheduled Px rounding at all (3) campuses as directed

DCH Leader Standards:

• Ensures orientation and training for employees
• Review productivity and make recommendation
• Performs compliance requirements as outlined in the Employee Handbook

DCH Standards:

• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.
• Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.
• Requires use of electronic mail, time and attendance software, learning management software and internet.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.

Qualifications

Education: A two-year associate degree is required, and a bachelor's degree is preferred

Experience: Prior experience in patient experience, coaching, or general healthcare roles is highly desirable and may be considered in place of formal educational requirements

Skills & Abilities:

• Ability to independently develop a vision and execute it effectively with minimal direction.
• Strong self-motivation and ability to work autonomously.
• Excellent interpersonal skills with a passion for working with the public.
• Familiarity with hospital systems is a plus.
• Ability to remain composed and respond appropriately in stressful situations.
• Commitment to maintaining confidentiality and handling sensitive information with discretion.
• Proficiency in reading, writing, speaking, and comprehending English with legible documentation skills.

WORKING CONDITIONS

WORK CONTEXT

• Must be able to listen objectively and record information while collaborating with nurse directors, managers and team leads.
• Must be able to communicate orally.
• Must be able to walk and stand for extended periods of time.
• Must be able to enter documentation electronically into the Midas tracking system.
• Must have normal or corrected vision to read patient information on chart and billing accounts.
• Color vision is desired but not required.
• Work is fast paced and unpredictable in a customer service environment.

PHYSICAL FACTORS

• Ability:

1. Must be able to analyze trends and develop a specific solution in collaboration with DCH Caregivers.
2. Must be able to build exceptional relationship with frontline staff members and management.

• Requirements:

1. Frequent Mobility. The person in this position needs to frequently move about inside the facility to round each work day.
2. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
3. Must be able to perform the duties with or without reasonable accommodation.
4. Hearing and vision must be normal or corrected to within normal range.
5. Physical presence onsite is essential.

OTHER JOB FACTORS

• Frequent contact with others that deal with internal and external customers, face to face discussions, telephone and written communications. Possible dealings with angry unpleasant people and conflict situations/resolutions.