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    patient experience coordinator - Hialeah, FL , USA, United States - Larkin Community Hospital

    Larkin Community Hospital
    Larkin Community Hospital Hialeah, FL , USA, United States

    5 days ago

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    Description

    Job Summary:


    The Patient Experience Coordinator will serve as vital part of our Hospital support team by will ensuring that our patients needs are met by providing meaningful patient interactions and exceptional customer service.

    The PEC will serve as an internal consultant to organizational leaders and departments to improve patient satisfaction and the patient experience Larkin Community Hospital.


    Duties/Responsibilities:

    • Serves as an internal consultant to organizational leaders and departments to improve patient satisfaction and the patient experience
    • Is well versed in patient satisfaction measurement, statistical analysis, process improvement, survey administration, CMS regulations, national best practices and other topics related to patient satisfaction
    • Reviews and analyzes data from a variety of sources related to patient experience and makes recommendations to operational leaders to improve performance
    • In conjunction with operational leaders, develops short and long term goals and action plans for improving the patient experience
    • Works with Administration, Human Resources, units and service lines to develop local and organization wide service excellence programs to improve patient satisfaction
    • Listens to complaint and attempts to resolve the matter in a timely manner.
    • Discusses complaints with supervisors and managers who see a problem developing, offering suggestions to resolve the potential complaint at an early stage. Works with supervisors and managers to modify hospital practices that cause repeated complaints.
    • Reports unresolved complaints to appropriate department and hospital director when the situation cannot be resolved amicably.
    • Reports statistical results of Patient Experience efforts through presentations at quarterly meetings of the hospital's board of directors.

    Required Skills/Abilities:

    • Strong empathy for persons with problems; excellent counseling and problem-solving skills.
    • Ability to defend families, and a willingness to take firm positions with management when there is resistance to criticism and changes in policy.
    • Ability to deal effectively with external parties such as the press, members of the board of directors, labor officials, and public representatives.
    • Excellent communication skills, both written and oral
    • Strong computer skills in Microsoft Excel, Word and PowerPoint
    • Ability to analyze and interpret patient satisfaction and other organizational performance data

    Education and Experience:

    • Minimum three (3) years of experience in patient satisfaction, patient relations, process improvement, customer service or other related field preferred.

    Physical Requirements:

    • Prolonged periods of sitting at a desk and working on a computer.
    • Must be able to lift up to 15 pounds at times.
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