Patient Experience Coordinator Job Listing at Thompson Health in Canandaigua, NY (Job ID 0a7ba7d5-cbcc-4ec9-813d-db35920515cc)

Description

Schedule: Monday - Friday, Days

Main Function:

• The Patient Experience Coordinator is responsible for developing and implementing strategies to improve patient satisfaction and ensure a positive experience throughout the patient's healthcare journey. 
• This role involves direct interaction with patients, addressing their concerns, and collaborating with healthcare teams to enhance service quality. 
• This role will ensure compliance with regulations and standards associated with Patient Grievances and will actively participate in Patient Relation sessions during hospital regulatory surveys. 
• The Patient Experience Coordinator will oversee the Customer Service software platform and ensure leadership has necessary access to customer satisfaction data and reporting.   

Job Specific Competencies: 

• Patient Engagement: Act as the primary point of contact for patients and their families, addressing inquiries, concerns, grievances and feedback.
• Communication:  Facilitate effective communication between patients, families, and healthcare providers
• Education:  Educate patients and families about hospital services, policies, and procedures.

• Complaint Resolution: Handle patient complaints and grievances, ensuring timely and satisfactory resolution and compliance to regulations.
• Data Analysis: Collect and analyze patient feedback data to identify trends and areas for improvement.
• Experience Improvement: Develop and implement initiatives to improve patient experience and satisfaction.
• Collaboration: Work with various departments to ensure a cohesive approach to patient care and experience.
• Program Development: Assist in the creation and implementation of patient-centered programs and services.
• Demonstrates a passion for patient advocacy and a commitment to quality care.
• Demonstrates strong organizational and multi-tasking skills
• Demonstrates ability to use many software programs including EHR, Microsoft products, incident reporting products, etc.
• Demonstrates understanding of state and federal regulations, especially Patient Rights
• Demonstrates the ability to develop and maintain collaborative working relationships with associates, leaders and medical staff
• High standard of medical and business ethics. Actively guards the confidentiality of sensitive information including but not limited to that of patients, staff, providers and the health system

Qualifications:

• Strong Customer Service Skills
• Strong Interpersonal Communication Skills

Education and experience: 

• Required:  Bachelor's degree in nursing, allied health, health management or related field
• Minimum of 3 years of hospital or healthcare experience
• Previous experience in patient relations or customer service
• Risk Management experience preferred
• Conflict resolution and problem-solving skills preferred
• Experience with Epic and RL Solutions preferred

Starting Pay: $70,000 - $90,000

Pay Range: Based on experience 

Thompson Health is an EOE encouraging women, minorities, individuals with disabilities and veterans to apply