Patient Experience Coordinator - Patient Experience - Full Time/Days - Req#: 1979986858
3.
7 Lancaster, CA Lancaster, CA Full-time Full-time $25.
09 - $38.
38 an hour $25.
09 - $38.
38 an hour 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 hospital-wide 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.
Ensure the development and deployment of communication plans to assure widespread understanding, support, and informed application of customer service standards and processes.
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.
Must be detail and results oriented; ability to apply quality improvement processes.
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 Recording of Hours Worked Policy Ability to adhere to the department dress code Ability to organize work and establish priorities Ability to expand on own initiative in performance of duties Skill and ability to follow the telephone etiquette/standards Conforms to AVMC Standards of Excellence Ability to function effectively under pressure and meet time parameters Ability to communicate effectively while maintaining good working relationships with co-workers, managers and other hospital staff Ability to adhere to the normal standards of courtesy and conduct as defined under the rules of hospitality at AVMC Ability to maintain the confidentiality of patient, hospital and department information Ability to adhere to safety rules and regulations Safely and effectively uses all equipment necessary to carry out duties Ability to interpret and function under hospital and department policies and procedures Conforms with required and appropriate Joint Commission requirements Conforms with and supports hospital quality assurance and improvement guidelines Ability to participate effectively in department and hospital staff education Display a willingness to work as a team player Ability to give and support the highest level of patient/customer satisfaction at all times Supports and adheres to the values and mission statement established by the AVMC Board of Directors Ability to demonstrate knowledge and understanding of Corporate Compliance rules and regulations, complies with duty to report behavior standard, demonstrates understanding of purpose for Corporate Compliance hotline and importance of seeking guidance from a supervisor when in doubt regarding a possible corporate compliance issue Key Physical Requirements and Working Conditions:
Work often performed under stressful, emotional, and physical conditions.
Must be able to use standard office equipment, sit and walk to various department settings.
Occasional lifting up to 25 lbs.
A detailed description of the physical requirements of this job is maintained in the Employee Health Department.
NOTE:
THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB.
THIS DOCUMENT IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, SKILLS, AND WORKING CONDITIONS FOR THE PERSONNEL SO CLASSIFIED.
Education High School Diploma or equivalent Experience A minimum of 3 years of experience in customer service, patient experience or similar work environment.
Required Licensure and/or Certifications:
Current BLS Certification.
Estimated Salary: $20 to $28 per hour based on qualifications.
7 Lancaster, CA Lancaster, CA Full-time Full-time $25.
09 - $38.
38 an hour $25.
09 - $38.
38 an hour 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 hospital-wide 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.
Ensure the development and deployment of communication plans to assure widespread understanding, support, and informed application of customer service standards and processes.
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.
Must be detail and results oriented; ability to apply quality improvement processes.
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 Recording of Hours Worked Policy Ability to adhere to the department dress code Ability to organize work and establish priorities Ability to expand on own initiative in performance of duties Skill and ability to follow the telephone etiquette/standards Conforms to AVMC Standards of Excellence Ability to function effectively under pressure and meet time parameters Ability to communicate effectively while maintaining good working relationships with co-workers, managers and other hospital staff Ability to adhere to the normal standards of courtesy and conduct as defined under the rules of hospitality at AVMC Ability to maintain the confidentiality of patient, hospital and department information Ability to adhere to safety rules and regulations Safely and effectively uses all equipment necessary to carry out duties Ability to interpret and function under hospital and department policies and procedures Conforms with required and appropriate Joint Commission requirements Conforms with and supports hospital quality assurance and improvement guidelines Ability to participate effectively in department and hospital staff education Display a willingness to work as a team player Ability to give and support the highest level of patient/customer satisfaction at all times Supports and adheres to the values and mission statement established by the AVMC Board of Directors Ability to demonstrate knowledge and understanding of Corporate Compliance rules and regulations, complies with duty to report behavior standard, demonstrates understanding of purpose for Corporate Compliance hotline and importance of seeking guidance from a supervisor when in doubt regarding a possible corporate compliance issue Key Physical Requirements and Working Conditions:
Work often performed under stressful, emotional, and physical conditions.
Must be able to use standard office equipment, sit and walk to various department settings.
Occasional lifting up to 25 lbs.
A detailed description of the physical requirements of this job is maintained in the Employee Health Department.
NOTE:
THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB.
THIS DOCUMENT IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, SKILLS, AND WORKING CONDITIONS FOR THE PERSONNEL SO CLASSIFIED.
Education High School Diploma or equivalent Experience A minimum of 3 years of experience in customer service, patient experience or similar work environment.
Required Licensure and/or Certifications:
Current BLS Certification.
Estimated Salary: $20 to $28 per hour based on qualifications.
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