PATIENT EXPERIENCE COORDINATOR-DIETARY in Baltimore, Maryland at LifeBridge Health

Summary: Lead and support patient experience projects on assigned unit, participating in program development and staff/ provider education. Utilizing a wide variety of resources and best practices, providing coaching and having critical conversations with all team members, including care providers. Serve as a patient experience expert for hospital staff, physicians, and leaders. Work collaboratively with members of leadership to drive mutually agreed-upon service excellence goals. Function as a liaison and role model between patients/ families, staff and hospital departments to ensure a positive patient experience. Conducts rounds and observations with unit leaders for patient experience best practices.

Responsibilities: Capture the voice of the patient by conducting proactive and focused rounds on patients and families, to ensure their needs are being met, and they are kept informed and involved in care decisions. Conduct unit-based proactive patient experience rounds to capture the voice of the patient. Utilize an empathetic approach to interact with patients and their loved ones throughout the continuum of care. Initiate dialogue with patients and their loved ones, to solicit feedback related to their Food & Nutrition experience and facilitate resolution of any identified concerns. Communicate concerns immediately to the Food & Nutrition team, care team and unit leadership, ensuring appropriate follow-up with the patients and their loved ones. Work collaboratively and maintain strong working relationships with unit leadership and providers. Conduct focused rounds when requested or a concern is identified, ensuring appropriate resolution/service recovery. Serve as a resource to educate patients, families, and staff, on the Food & Nutrition patient meal order programs. Review, analyze, and present data collected from multiple sources to include, but not limited to, NRC Picker surveys, Patient Experience rounding, and Touch works. Serve as the point person for the assigned units, including providers, for all patient experience round-related information. Work with leadership to identify any shifts, trends, or special cause variations showing in patient experience data (both quantitative and qualitative). Utilize data in a way that is purposeful and actionable for frontline staff and leadership.