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