What are the responsibilities and job description for the Patient Experience Coordinator position at Clarke County Public Hospital?
Provides assistance and support in the coordination of performance and quality improvement activities in all patient services to ensure the delivery of quality, cost-effective patient care.
Responsible for leading and facilitating assigned work groups/departments through workflow analysis and process redesign, and coaching. Collaborates and communicates with the main stakeholders in a clear and consistent manner. Serves as knowledge expert in departmental workflows and processes for assigned clinical areas. Identifies and addresses workflow concerns or issues with action plan development while maintaining a global perspective as a basis for decision-making. Seeks to enhance the quality of care by acting as a resource to management and staff as it relates to documentation within the assigned clinical areas. Provides tools and resources to all department and services on best practices related to patient experience. Supports Chief Operating Officer in all HIPAA and Privacy regulations and education.
Key Accountability
- Adheres to hospital and department policies and procedures as established. Observes opportunities for improvement, formulates ideas, and communicates those ideas with appropriate managers and Quality Improvement manager.
- Completes quality audits as indicated. Reviews charts for documentation accuracy as requested.
- Supports and assists with project work, including but not limited to: HIPAA compliance and audits, patient experience initiatives and other projects as identified by the Chief Operating Officer.
- Provides education and supports best practices for patient care in all clinical departments.
- Develops and conducts surveys with direction from the Administrative Council. .
- Maintains strict confidentiality of data related to patients and physicians.
- Assists in allocating resources while navigating patient care and access to care across the continuum
- Focuses activities on staff development and work-flow processes to improve quality and safety outcomes for patients.
Key Accountability
- Patient Experience liaison between NRC, UnityPoint Health Des Moines, and Clarke County Hospital. Provides Leadership Team with patient satisfaction data.
- Serves as a member of the Patient Experience Committee and other teams/committees as assigned.
Basic Clarke County Hospital (CCH) Performance Criteria
- Demonstrates Clarke County Hospital Standards of Behaviors as well as adheres to hospital policies and procedures and safety guidelines.
- Demonstrates ability to meet business needs of department with regular, reliable attendance.
- Employee maintains current licenses and/or certifications required for the position.
- Practices and reflects knowledge of HIPAA, DIA, DNV, OSHA and other federal/state regulatory agencies guiding healthcare.
- Completes all annual education and competency requirements within the calendar year.
- Is knowledgeable of hospital and department compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse. Brings any questions or concerns regarding compliance to the immediate attention of hospital administrative staff. Takes appropriate action on concerns reported by department staff related to compliance.
Qualifications:
Education: Two-year degree in a clinical area. Minimum of one year of clinical experience. Preferred: Four-year degree in a healthcare related field.
Experience: Experience with collection and interpretation of data
Knowledge/Skills/Abilities: Ability to read, write, and speak English fluently. Basic computer knowledge, using word processing, spreadsheets, email, and web browser.
Shifts/Schedules: Monday-Friday; 8am-4:30pm (40 hour week)
