Patient Experience Coordinator at Whidbey General Hospital – Coupeville, Washington

JOB SUMMARY

The Patient Experience Coordinator is responsible for driving the culture of service excellence within WhidbeyHealth through interaction with providers and staff in a variety of methods which will drive improvement in patient, staff and provider experience. The Patient Experience Coordinator will exemplify the tenets of a Just Culture. This role is the primary contact who will serve as the liaison between WhidbeyHealth and the national patient experience vendor.

The Patient Experience Coordinator is also responsible for ensuring the efficient and effective resolution of complaints and grievances; collaborating with internal contacts to assist in complaint/grievance resolution; creates the written response for patient grievances; track, trend and manage complaints and grievances for WhidbeyHealth; and perform investigation, referrals and response documented within WhidbeyHealth’s event reporting system. This person will directly report to the Director of Quality and Compliance

PRINCIPLE FUNCTIONS includes the following, other duties may be assigned:

• Creates data presentations to be used for various meetings and committees.
• Participates and helps present data when requested.
• Meets mandatory department/organization job requirements with established timeframes.
• Maintains Provider and department patient satisfaction scoring and prepares yearly awards.
• Participates and completes Environment of Care assignments any follow up or questions that are presented.
• Directly works with the Chair of Cultural Diversity Committee and assists with scheduling of meetings and maintaining meeting minutes.
• Prepares event cases for Event Review Team to ensure review of grievance investigation and final letter.
• Reviews and assists with Patient Billing as related to patient complaints and grievances. Ensures billing is in line with the Event Review Team and next steps for patient experience.
• Creates and maintains patient surveys and reports as required and report out all relevant data.
• Maintains HCAHPS survey results and data distribution.
• Creates and modifies all patient upload files from EHR to appropriate upload locations for ongoing patient surveys.
• Review and adjust leadership training materials and support during leadership training seasons.
• Offers rounding to on and off-sight locations for patient experience insight and assistance.
• Assists with both survey and audits including validation of correction active plans.
• Provides ongoing patient survey and result training for leaders.
• Assisting with event reporting system questions and optimization

JOB KNOWLEDGE & QUALIFICATIONS

Education

Highest level of education completed, minimum high school diploma or equivalent required.

Training and Experience

• Two (2) years’ experience in patient centered care.
• Experience with customer service or public relations and responds appropriately.
• Experience with using Meditech & Athena (Centricity) is preferred.
• Experience with Microsoft Office including Excel and Word.
• Work within a team, in leadership roles as well as in team member roles.
• Communicate effectively verbally and in writing.
• Able to handle detail-oriented work while meeting schedules and deadlines.
• Able to think critically and analytically, and function independently.
• Ability to lead meetings effectively and drive action items to resolution through these meetings.
• Strong customer service and problem-solving skills.
• Ability to establish and maintain positive relationships both within the organization and community.
• Must be able to perform a variety of duties, often changing from one task to another of a different nature, without loss of efficiency or composure, and be able to perform under stressful conditions when confronted with multiple requests, demonstrating prioritizing skills.