Patient Experience Coordinator

Job Title: Patient Experience Coordinator

Shift: Day shift

Summary of Department/Service Line: UPMC’s focus includes treating acute and chronic illness and delivering first-class preventive care to the community. That’s why in everything we do, our goal is to meet or exceed the expectations of our patients and their families. As a leading employer in the region, UPMC strives to attract and retain talented, compassionate people who share this same vision. There are many benefits to becoming an employee at UPMC:

• Collaborative work environment
• Competitive wages and benefits
• UPMC Total Rewards

Job Summary:

Under the direction of the System Manager of Patient Experience, the purpose of this position is to assist with coordination, planning, and execution of system-wide activities focused on service excellence and regulatory compliance. Responsible for frequent interactions with members of the health care team throughout the UPMC Pinnacle System. Assists in the hardwiring of activities that are focused on ensuring the organization meets/exceeds outcomes associated with service excellence and clinical compliance. Responsible for overseeing UPMC Pinnacle Health System clinical activities designed to meet specific state, federal, and review agency standards. Assists in the management of systems and processes related to System compliance to assure successful reviews and to maintain the licensing and accreditation status of the hospitals. Responsible for overseeing UPMC Pinnacle Health System activities focused on development, implementation, and monitoring of patient experience strategies. This position is responsible for ensuring System goals and outcome measurements tied to the patient experience are consistently met.

Responsibilities include but not limited to:

• Regularly assists in the dissemination of regulatory information throughout the health care system.
• Evaluates System compliance to established regulations, identifies areas of deficiency, and leads teams to develop actions to bring System into compliance.
• As directed by the System Manager for Patient Experience, develops educational materials and in-services to keep System aware of pertinent issues related to areas of responsibility.
• As directed by the System Manager for Patient Experience, provides support during Department of Health, The Joint Commission, and other regulatory agencies’ scheduled/unannounced visits and reviews.
• Works with the System Manager for Patient Experience and System Vice President of Patient Service Coordination to assure System readiness for regulatory reviews.
• As directed by the System Manager for Patient Experience, accepts assignments that support the UPMC mission, vision, and values.
• Assists the System Manager for Patient Experience in the management and reporting of licensed bed status, staffed versus non-staffed status, beds out of service, room designations, and documentation of changes.
• Assists in periodic organizational needs assessments for regulatory compliance.
• Identifies and responds to areas of vulnerability.
• Performs mock tracers to evaluate compliance with regulatory and accreditation standards.
• Provides feedback from tracers to the System Manager for Patient Experience.
• Hardwires management and employee practices to ensure continued survey readiness.
• Understands UPMC Systems policy management software and structure.
• Reviews and utilizes appropriate policies when evaluating compliance with standards and regulations.
• Conducts audits to measure effectiveness of implemented processes and actions.
• Assists with planning and coordinating patient experience programs throughout the System.
• Collaborates with UPMC Central Pa. leaders to monitor and report on assigned projects, identify primary issues impacting customer service, and work with others to assure individual and team effectiveness.
• Understands key concepts specific to patient satisfaction public reporting and Value-Based Purchasing.
• Continuously evaluates progress and identifies barriers to success.
• Reviews satisfaction surveys to identify trending.
• Highly accountable to improve outcomes specific to patient satisfaction.
• Understands and utilizes key concepts of performance improvement.
• Supports leaders in their role as cultural leaders in the transformation of Journey to Excellence.
• Utilizes evidence past practices to address areas of opportunity.
• Frequently interacts with patients and their significant others to gain insight about their health care experience.
• Oversees and coordinates the patient experience simulation labs.
• Assists in the planning and coordination of the Leadership Development Institutes for the continuation of leadership learning and development in the creation of customer service education, training, and tools.
• Researches, reviews, and implements best practices for the patient experience.
• Hardwires management and employee practices to ensure exceptional service on an ongoing basis.
• Coordinates with leadership to provide mentoring, support, and resources to interdisciplinary staff.
• Program Development and Maintenance.
• Analyzes, re-engineers and evaluates systems and processes to maximize the clinical activities related to compliance.
• Conducts audits to measure effectiveness of implemented processes and actions.
• Adjusts and modifies program to meet objectives.
• Actively participates in educating and informing members of the Medical Staff, Administration, and System Leadership with regard to compliance issues.
• Analyzes data to identify trends which negatively impact patient care and safety issues.
• Demonstrates the highest degree of customer awareness by seeking out opportunities to meet the needs of internal and external customers.
• Treats each person as an individual with respect and dignity.
• Is receptive to questions and criticism, and willing to offer assistance.
• Demonstrates genuine concern and empathy.
• Consistently performs all duties in a friendly, courteous manner.
• Maintains accountability for patient and family satisfaction throughout the admission process.
• Role models cultural attributes of the System.
• Meets universal standards of the System.
• Secondary Duties:

§  Implements any other duties as may be assigned by the System Director of Customer Relations.

§  Completes department-specific educational requirements as well as System-related requirements.

§  Human Relations / Contact and Communications.

§  Demonstrates professional responsibility and accountability in the role.

§  Participates in department/UPMC Central Pa. Hospitals activities which promote understanding of clinical compliance.

§  Works effectively in team efforts.

§  Maintains confidentiality of clinical and personal information when talking with others, especially in public areas, in accordance with UPMC Central Pa. Hospitals Administrative Policy #100.000.

§  Promotes harmonious atmosphere with a positive attitude.

§  Demonstrates excellent communication skills with the Medical Staff and health care team.

§  Attends hospital-required in-service programs.

§  Performs duties as assigned.

Minimum Requirements:

• Health care professional with a minimum of two to five years current experience in the field.
• Bachelor’s Degree, health care-related field. 
• Knowledgeable of state and federal regulations and the Joint Commission standards related to health care facilities.
• Knowledgeable of patient experience evidence-based practices.
• Evidence of continuing education in health care.
• Demonstrated problem-solving ability with excellent interpersonal skills.
• Experience with data analysis, trending, and statistical process control techniques.
• Experience with performance improvement analysis tools and documentation.
• Strong interpersonal skills and abilities.
• Demonstrated success in relationship building.
• Excellent communication skills.
• Proven presentation/facilitation skills.

Licensure, Certifications, and Clearances:
Clearances must be dated within 90 days

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran.

Key Words: Patient Experience Coordinator, healthcare, health care

About South Central Pennsylvania

• Features both rural and suburban living and boasts an abundance of sports, arts, cultural events, and entertainment.
• Close to historically significant areas such as Gettysburg and world-famous Hersheypark and Hershey's Chocolate World.
• Offers top-rated public schools, blue-ribbon private schools, and some of Pennsylvania's top colleges and universities.
• Area school districts are consistently ranked in the top 20% of Pennsylvania.
• With affordable homes — a composite cost of living index of 99.7, compared to 101.2 in Philadelphia — it's a great place to grow a career and family.

·        Listed among Forbes.com “America's Most Livable Cities,” and ranked in U.S. News & World Report's “Best Cities to Live” in 2017, we are a two- to three-hour drive away from New York City, Philadelphia, Pittsburgh, Baltimore, and Washington, D.C.

About UPMC in Central Pa.

·        UPMC in Central Pa. is a nationally recognized leader in providing high-quality, patient-centered health care services in central Pennsylvania and surrounding rural communities.

·        As part of the UPMC not-for-profit system, UPMC in Central Pa. cares for more than 1.2 million area residents yearly, providing life-saving emergency care, essential primary care, and leading-edge diagnostic services.

·        UPMC in Central Pa. includes seven acute care hospitals with 1,245 licensed beds, over 200 outpatient clinics and ancillary facilities, more than 2,900 physicians and allied health professionals, and approximately 13,400 employees.

·        It is a health care hub serving Dauphin, Cumberland, Perry, York, Lancaster, Lebanon, Juniata, Franklin, Adams, and parts of Snyder counties.

·        UPMC was named as one of the “150 Top Places to Work in Healthcare” for 2022 by Becker’s Healthcare. For inclusion on this list, hospitals, health systems, and health care companies must demonstrate initiatives and commitment to promote diversity within the workforce, employee engagement, and professional growth.

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About the Company:
UPMC Central Pa.

PinnacleHealth is the leading hospital and healthcare system in central Pennsylvania, offering services from prenatal to geriatrics. PinnacleHealth is a pioneer not-for-profit healthcare system, dedicated to providing and improving the health and quality of life for the people of Central Pennsylvania since 1873. A proven leader in medical innovation, PinnacleHealth offers a wide range of services from primary care to complex surgeries. Our healthcare network includes four campuses (Community, Harrisburg, West Shore and Polyclinic) as well as medical services such as family practice, imaging, outpatient surgery and oncology at multiple locations throughout the region.

Company Size:
500 to 999 employees

Industry:
Other/Not Classified

Founded:
1873

Website:
http://www.pinnaclehealth.org/