Patient Experience Coordinator - 40 hours/week 8am-4:30pm

Job Summary

Under the supervision of the Director of Infection Prevention, Clinical Compliance and Patient Safety, the Patient Experience Coordinator serves as the lead internal patient experience consultant for all Emerson Hospital healthcare personnel. They perform a wide variety of functions designed to implement, coordinate, and maintain the integrity of the Patient Experience program. All duties will be performed in a manner that promotes teamwork and reflects the mission and vision of the hospital and the department.

Acting as Patient Advocate, the Patient Experience Coordinator oversees the process for daily review and triage of all event reports related to complaints and grievances logged within the safety reporting platform as well as those generated by phone call or direct conversation. The Coordinator facilitates investigation of events and the development of corrective actions and monitoring plans and completes documentation of these actions for high reliability quality/safety improvement and to support regulatory patient disclosure and follow up. The Advocate closely coordinates with Risk Management and QPS Leadership to ensure review of care concerns.

The Patient Experience Coordinator will also serve as the Emerson ADA Coordinator and serve as a resource to patients and support persons to ensure equity and access to care.

Minimum Qualifications

* Education

o Graduate of an accredited Bachelor's program in Social Work, Psychology, human services or a related field

* Experience

o 3 years of previous experience in a healthcare organization working with diverse populations or 3 years of previous experience in community outreach/engagement or customer service roles

o Familiarity with healthcare federal and state law/regulations.

* Licensure and/or Certification

o None

* Skills

o Strong written and verbal communication skills and exemplary conflict resolution skill set

o Detail Oriented

o Ability to manage data and generate reports

o Knowledge of statistical processes and measurement techniques

o Ability to work independently and facilitate teams

o Organizational skills

o Management skills

o Presentation skills

o Excellent customer service skills

o Experience in leading by influence and ability to inspire others

o Proven problem solving, process improvement and project management skills

o Able to read, write, and communicate in English

o Computer skills appropriate to position

o Ability to maintain confidential information