- Job Title:
- Patient Experience Coordinator
- Job ID:
- James Cancer Hospital/CCC
- Patient Experience
- Full/Part Time:
- FTE %:
- Salary Range Min:
- Salary Range Max:
Emergency Department: Schedule will be Monday through Friday (5:30PM – 2:00AM)
Patient Experience Coordinator (Job Opening 443922) - Scope of Department
The Patient Experience Department is responsible for supporting a patient and family-centered culture and leading initiatives designed to evaluate and improve the patient experience. Departmental functions include patient experience measurement and strategy, patient relations, patient and family advisory programs, interpreter services, pastoral care, and information desk services. The Patient Experience Department is responsible for meeting accreditation and regulatory standards related to patient rights, organizational ethics and resolution of patient concerns.
Scope of Position
The Patient Experience Coordinator provides personalized guidance and support that promotes a positive patient/family experience throughout their care continuum. The Patient Experience Coordinator anticipates and identifies needs by soliciting input and addressing any issues or concerns. The Patient Experience Coordinator is responsible for providing mediation in order to promote resolution to concerns or grievances as well as oversees and manages the proper follow up and service data entry and analyses throughout the health system so that optimal quality and communication can be achieved. The Patient Experience Coordinator works to build relationships with patients, families and staff to create an environment where optimum patient experience and positive patient satisfaction flourishes.
Patient Experience Coordinators proactively rounds on newly admitted patients to ensure clinical and service related needs are being met. This position is responsible for providing patient experience training, coaching, mediation/issue resolution and providing support for hospital initiatives. This position provides coaching to physicians, residents, students and staff on appropriate behaviors, conflict resolution tactics, responses and skills to promote positive perceptions; assists with providing patient and visitor information; and works to improve processes to elevate the service levels provided. The Patient Experience Coordinator responds to patient, family and visitor concerns and grievances employing excellent verbal and written communication skills, intervention, interpersonal, diplomacy, and conflict management skills and strategies, and service recovery approaches to work to facilitate and resolve perceived issues with a wide variety of customers using excellent judgement.
Education and experience
Bachelor?s Degree with emphasis in Social Work, Communications, Healthcare Management, Hospitality Management or related field or equivalent combination of experience is required. Excellent verbal and written communication skills, interpersonal, conflict resolution, problem solving and program planning skills; ability to work effectively with all levels of the organization is required.