Patient Experience Coordinator - Lancaster, United States - ANTELOPE VALLEY HEALTHCARE DISTRICT

ANTELOPE VALLEY HEALTHCARE DISTRICT
ANTELOPE VALLEY HEALTHCARE DISTRICT
Verified Company
Lancaster, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Job Objective:


Under the direction of Senior Director of Outpatient Services the Patient Experience Coordinator is responsible for leading, planning, organizing, coordinating, and supporting the implementation of programs and processes designed to build and improve patient experience, including patient facing and non-patient facing services and activities.

This role will oversee the coaching program to improve provider/patient interaction. They will act as a facilitator and mentor for staff to ensure service excellence and patient satisfaction.

In this position, the individual will also be the point person providing direct support to the standardization of patient experiences throughout Antelope Valley Medical Center (AVMC), including but not limited to developing intentional, individual, and interactive scripting appropriate for various settings, as well as implementing other customer service tools using process improvement methods.


Essential Duties and Responsibilities:

-
Maintains High Standards of Customer Service
  • Review and report department managers' patient experience data and action plans and coordinate a focused effort.
  • Ability to provide strategic planning and the creation of detailed work plans to achieve patient experience goals.
  • Assist with implementing hospitalwide initiatives to improve patient perception and satisfaction.
  • Manage the customer input; provide expertise on customer needs and expectations and acts to educate staff and physicians concerning these issues.
  • Serve as the resource for patient experience and customer knowledge issues.
  • Assist with design and reporting of processes to report data to governance and management.
  • Establish and maintain connections with those individuals and departments engaged in patient, customer, physician, and employee satisfaction improvement efforts.
  • Develop recommendations regarding, and coordinate the implementation of, complaint resolution management, as well as service recovery processes and systems.
  • Align with hospital's quality initiatives.
  • Grievance and Appeals review and integration.
  • Assists with planning, developing, and implementing staff training as needed.
  • Identify internal and external patient and family exceptional experience best practices.
  • Oversee staff and areas of responsibility within the Patient Experience Department.
  • Assure compliance with local, state, federal and accreditation entities, regulations, and AVMC policies.

Non-Essential Duties:


  • Other duties as assigned.
  • Participation in committees involving Patient Experience/Satisfaction.

Knowledge, Skills and Abilities:


Knowledge

  • Knowledgeable with and proficiency in the implementation of strategic frameworks for patient experience and employee engagement developed by Struder Group, Press Ganey, Gallup, and Planetree.
  • Knowledgeable to be the resource and mentor coach leaders, providers, and staff in their understanding of patient satisfaction data and improvement strategies.
  • Knowledgeable of CMS HCAHPS Quality Assurance Guidelines and Conditions of Participation for managing complaints and grievances.
  • Knowledge of Patient Rights and Responsibilities.

Skills

  • Excellent problem solving, time management and organizational skills.
  • Exceptional people skills and excellent public relations/communications skills
  • Good interpersonal skills and customer focus.
  • Excellent oral and written communication skills.

Abilities

  • Ability to work with employees and outside contacts, handle multiple ongoing department tasks with customer service attitudes.
  • Ability to make deadlines and maintain confidentiality.
  • Ability to develop and assist staff in the implementation of patient experience activities.
  • Must be computer literate, including proficiency in spreadsheets, graphic presentation, and word processing.
  • Knowledgeable and applicability of best practices for customer service and/or patient experience.

Core Competencies:
All AVMC employees will effectively demonstrate these behaviors:
Accountability

Action Oriented

Customer Focused

Compassion

Effective Communication

Teamwork

Ethics & Values

Integrity & Trust


Education and Experience:


Education

  • High School Diploma or equivalent
  • Bachelor's Degree preferred

Experience

  • A minimum of 3 years of experience in customer service, patient experience or similar work environment.
  • Experience in patient/customer relations, effective complaint resolution, or closely related area preferably in a hospital/healthcare environment preferred.
  • 5 years of prior experience in customer service and/or patient experience strongly preferred.

Required Licensure and/or Certifications:


  • Current California RN or LVN License preferred
  • Current BLS Certification

AVMC Conduct/Compliance Expectations:


  • Ability to adhere with AVMC Leaves of Absence Policy
  • Ability to adhere with AVMC Paid Time Off (PTO) Policy
  • Ability to adhere with AVMC
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