Coordinator-Patient Experience

J  o  b    D  e  s  c  r  i  p  t  i  o  n

          Joy                         Care                      Competence                    Respect

Position Summary

The Coordinator-Patient Experience provides coaching and support to ensure effective and successful patient experiences and improve patient satisfaction and outcomes in support of our operations.  They listen to patients and their families to ensure needs are being addressed, educate patients on medical procedures or conditions, keep patient records up to date, and act as a liaison between the patient and healthcare personnel by keeping the lines of communication flowing. Works closely with the director/manager to plan, implement and facilitate the work activity of the unit to accomplish goals and objectives.

High School Diploma or GED plus 5 years relevant patient advocate experience is required.

Associates degree in business or healthcare plus 3 years relevant patient advocate experience is preferred. 

Three years of patient advocate experience is required.

N/A

Friendly and service-oriented while maintaining a high degree of professionalism.

Demonstrated ability to maintain confidential information.

Demonstrates a high level of accuracy, even under pressure.

Possesses flexibility to work in a fast paced, dynamic environment.

Demonstrates a high commitment to quality.

Ability to drive multiple projects to successful completion.

Assists with departmental budgeting, overseeing colleague hiring and training, scheduling staff, managing supplies and inventory, and creating and evaluating long-term programs and strategy for the department.

Orients, schedules and coordinates staff.

Under the direction of the manger, develop an understanding and work with the care team to facilitate improvements of patient satisfaction metrics.

Practices regular communication with care team members to provide feedback around process improvement of services offered that can better serve the patient and increase effectiveness of the role.

Coordinates and follows-up on all initiatives as assigned by department leader.

Collects data about patient care problems, prepares reports, analyzes trends, and reports

Provides input to policy level direction regarding related standards.

Schedules activities, delegates responsibilities and provides notification to others as necessary.

Serves as a resource to leaders, peers and colleagues.

Ensures compliance with regulatory, legal and System standards when applicable.

Participates in various meetings and prepares agendas for work.

Possess the information, skill, and understanding of the work to be performed.  Actively participates in continuing education opportunities and maintains certifications, licensure as appropriate.

Abides by all safety requirements including demonstrating proper hand hygiene and wearing of Personal Protective Equipment (PPE), if applicable. 

Complies with all standards, policies and procedures including dress code, attendance and punctuality.  Attends required in-services and meetings and completes all mandatory competencies by deadline. Commits to keeping all patient, student or colleague information confidential and maintains ongoing communication and collaboration with team members. 

The purpose of this job description is to provide a summary of the major responsibilities performed by colleagues in this position. Colleagues may be requested to perform tasks other than those specifically presented in this job description.  Variances in job duties performed may exist between facilities, and colleagues may perform other related duties as assigned to meet the needs of the organization.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

Physical, Mental and Environmental Requirements Category:

Administrative

Standing

X

Walking

X

Sitting

X

Lifting

X

20 lbs.

Carrying

X

20 lbs.

Pushing

X

20 lbs.

Pulling

X

20 lbs.

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Use of Hands/Dexterity

X

Talking

X

Hearing

X

Eye/Hand/Foot Coordination

X

Extreme Cold

X

Extreme Heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Other