Patient Experience Coordinator – Lead

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Job Title:
Patient Experience Coordinator – Lead

Department:
East tendersglobal.net Patient Experience

The Patient Experience Department is responsible for supporting a patient and family-centered culture and leading initiatives designed to evaluate and improve the patient experience. Departmental functions include patient experience measurement and strategy, patient relations, patient and family advisory programs, interpreter services, pastoral care, and information desk services. The Patient Experience Department is responsible for meeting accreditation and regulatory standards related to patient rights, organizational ethics and resolution of patient concerns.

Scope of Position
The Patient Experience Coordinator Team Lead provides personalized guidance and support that promotes a positive patient/family experience throughout the care continuum. The Patient Experience Coordinator Lead anticipates and identifies needs by soliciting input and addressing any issues or concerns. This position is responsible for providing mediation in order to promote resolution to concerns or grievances as well as oversees and manages the proper follow up and service data entry and analyses throughout the health system so that optimal quality and communication can be achieved. This position supports the development, implementation and coordination of programs and services that promote a positive patient experience and patient satisfaction through promoting, coaching and teaching the patient experience best practices and behaviors.

Position Summary
The Patient Experience Coordinator Team Lead is responsible for oversight and goal setting related to patient relations functions which include Information Desks at East Hospital and Outpatient Care East, Surgery Waiting areas and the patient experience coordinator role; will have daily operational oversight and interim supervisory responsibilities; scheduling and assignment of resources, timekeeping, leading departmental patient experience on-boarding activities, precepting new team members, triaging concerns to appropriate patient experience coordinators, resolution of complex or unusually sensitive issues, monitoring of internal department operations, including consistent and appropriate concern/complaint/grievance documentation and resolution. This position is responsible for providing patient experience training, coaching, mediation/issue resolution and providing support for hospital initiatives. They will participate in the training of new hires within the department and provides group and individual educational offerings based on best practices and organizational priorities. This position provides coaching to physicians, residents, students and staff on appropriate behaviors, conflict resolution tactics, responses and skills to promote positive perceptions; assists with providing patient and visitor information; and works to improve processes to elevate the service levels provided. The Patient Experience Coordinator Team Lead anticipates needs on a wide variety of escalated situations, acts independently and make decisions using available information.

Minimum Qualifications

• Bachelor’s Degree with emphasis in Social Work, Communications, Healthcare Management, Hospitality Management or related field or equivalent combination of experience is required

• Supervisory or team lead experience preferred

• Two to three years’ experience in hospitality or patient relations required

• Experience with working with different levels within an organization is required

Our Comprehensive Employee Benefits Include

• An array of retirement plan options, each with a generous employer contribution.

• Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.

• Paid vacation and sick leave, including short and long-term disability and paid parental leave.

• Get the most out of the Public Service Loan Forgiveness program.

• And much more! 

Additional Information:

Location:
East Hospital – Main (0398)

Position Type:
Regular

Scheduled Hours:
40

Shift:
First Shift

Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.

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Applicants are encouraged to complete and submit the Equal Employment Identification form.