Ranked #1 for Safety, Quality and Patient Satisfaction, Jupiter Medical Center is the leading destination for world-class health care in Palm Beach County and the greater Treasure Coast.
Outstanding physicians, state-of-the-art facilities, innovative techniques and a commitment to serving the community enables Jupiter Medical Center to meet a broad range of patient needs. Jupiter Medical Center is the only hospital in Palm Beach, Martin, St. Lucie and Indian River counties to receive a 4-star quality and safety rating from the Centers for Medicare & Medicaid Services (CMS).
Education

• High school graduate or equivalent
• Associates or Bachelor's degree preferred
• Hospital experience preferred
• Must have customer service experience
• Combination of Higher Education & experience considered

Experience / Qualifications

• Strong communication skills both orally, and in writing.
• Exceptional telephone etiquette.
• Able to work independently with little supervision.
• Strong customer service experience and hospital experience preferred.
• Demonstrated ability to remain calm and professional under stressful situations.
• Trustworthiness with confidential information/HIPAA/Internal situations.
• Sensitivity to and recognition of cultural diversity.
• Must be able to work a flexible schedule including evenings at the request of the Director.

Position SummaryThe Lead Patient Experience Coordinator serves as a liaison between patient/family members, staff, administration, and physicians. The Lead Patient Experience Coordinator collaborates across the organization to work towards appropriate resolutions.

• Ability to pivot from one project of focus to another as situations are escallated in nature throughout the day.
• Manages time off requests/schedule ensuring acceptable staffing levels.
• Manages the RL Platform, escallated issues and ensures compliance with attention to dates and timing of regulations.
• Responsible for reports included but not limited to: RL Platform, rounding and OAP, CaterTrax, as well as oversee workday shifts for teammates.
• Maintains PFAC/Shared Governance Roster and meetings minutes. Secures room, orders menu and contact guest speaker to confirm. Types and sends follow up notes and PowerPoint to members of the group.
• Ensure and assist as needed by Director prep work for presentations and trainings and materials up to date and ready for presentations.
• Supports a culture of patient and family centered care by effectively managing patient and family compliments, complaints, and concerns.
• Ability to work in an environment with frequent interruptions.
• Able to use creative “outside the box” problem solving while maintaining regulations of hospital.
• Ability to juggle multiple projects/issues through to completion, while meeting deadlines.
• Provide professional and empathetic attention to patients, families, visitors, and teammates.
• Document, investigate, and provide feedback to appropriate leadership and ensure complex issues are resolved within established timeframes, keeping patients and families informed along the way.
• Project a positive and helpful demeanor while advocating on behalf of the patient.
• Responsible for maintaining patient and family confidence by keeping information and situations confidential.
• Participate in customer service, and patient relation initiatives related to Jupiter Medical Center.
• Serve as a support to front line teammates.
• Maintains visibility to staff, offers support, models service behaviors & concerns towards the resolution process; collaborates with staff in a supportive way to troubleshoot & resolve issues.
• Serves as a liaison for hospital throughput, connectedness of care & community linkage.
• Collaborates with staff and managers to identify opportunities to improve patient experiences and patient care areas.
• Interprets and explains to patients and their families, the philosophy, policies, and procedures of the hospital. Reviews “Patient’s Rights” materials as needed with patient.
• Identifies and assesses problems that arise, investigates, and directs inquiries and complaints to appropriate hospital staff members.
• Assists Managers in service recovery and de-escalation as needed with patients, families, and visitors.
• Communicates with medical staff and physicians directly and promptly when an issue or complaint arises regarding hospital care.
• Assists Management in establishing policies, objectives, and quality of policies.
• Encourages understanding and adherence by both staff and patients to the hospital philosophy, rights, and responsibilities.
• Ability to prepare reports and assist with projects as needed.
• Ability to mentor trainees, students as needed to grow success of program.
• Possesses tact, empathy, and discretion.
• Enhances professional growth and development through participation in educational programs, current literature and in-service and workshops.
• Orders supplies needed to ensure productive and well stocked Patient Experience areas.
• Attends team/department meetings, taking notes and distributing to team.
• Performs other duties as assigned.