Patient Experience Coordinator (RN)

Job Summary:

The Patient Experience Coordinator provides coaching and support to the inpatient units to ensure effective & successful patient experiences and improve patient satisfaction and outcomes in support of our operations. The Patient Experience Coordinator will be the organization’s designee to visit admitted patients to receive, respond, and follow-up regarding any patient concerns during their stay.

Job Responsibilities:

• Understand the patient journey and which aspects of the patient experience drive satisfaction, as well as dissatisfaction.
• In collaboration with the Inpatient Leadership Team, lead the effort to develop clear standards and expectations in regard to patient experience while being attentive to the individual culture of Griffin Health Services.
• Understand, analyze, and communicate patient experience survey data - identifying trends, areas for improvement, and learn about and share best practices for optimal outcomes.
• Communicate with inpatient leadership about specific feedback (compliments/complaints/changes in site metrics), involvement in developing solutions and resolving issues.
• Work with Inpatient Leadership on developing doable, sustainable, and measurable strategies for improvementMeet with Inpatient Leadership regularly at huddles/staff meetings.
• Regularly review interior and exterior environment for patient comfort, accessibility, safety, cleanliness, décor, updated signage, posters, promotional materials.
• Update both the Administrator and the Director of Inpatient Services regularly for input and feedback. Report out at Person Centered Care Council meetings as appropriate.
• Identify key drivers of performance change including strategies for communication, teamwork, and safety.
• Lead or assist with the resolution of grievances or concerns that are raised by patients.
• Strategize and implement a course of action based on patient/family member feedback- evaluate and follow up.
• Collaborate with nursing leadership to educate front-line caregivers on various ways to humanize the patient’s experience based on patient/ family feedback.

• Must be willing to become a Fellow in Person-Centered Care within 1 year of hire.
• Must participate in the Fundamentals of Person-Centered Care Certification Series when available after hire.

• Provide patient experience survey data summary reports to clinicians and nurse leaders at Nursing Performance Improvement Committee as well as interpretation and best practices.
• Communicate directly with patients in person, via phone, and/or in writing to understand and resolve patient complaints and issues.
• Maintain documentation log of patient interactions/compliments/complaints, the action taken and final resolution of the issue.
• Observe staff in actual patient interactions - assess best practices for communication. Provide constructive feedback to nursing leadership.

• Must be able to perform a variety of duties without loss of efficiency or composure, be able to perform under stressful conditions when confronted with multiple requests, and demonstrate good prioritizing and multi-tasking skills
• Other duties as assigned

Knowledge/Skills/Ability:

• Anticipates customer needs, understands their expectations, and responds appropriately.
• Treats others with compassion, fairness, courtesy, and respect while honoring their uniqueness.
• Willingly works with others to identify and achieve common goals.
• Enthusiastically approaches their role and displays pride in the organization.
• Takes personal responsibility for doing the right thing.
• Optimizes the talents of self and others and the use of time, materials, and equipment.
• Must demonstrate exceptional communication skills along with excellent customer service skills.

QUALIFICATIONS:

• 5 years nursing experience and BSN preferred
• High proficiency in Word, Excel, Outlook, and Power Point
• Able to work independently and manage workflows in a fast paced and highly confidential environment

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)