What are the responsibilities and job description for the Patient Experience Coordinator position at FamilyCare Health Centers?
Work Location: Eleanor
Physical Requirements:
- Must be able to routinely talk, speak and hear adequately
- Must have reliable transportation to visit the various sites, as needed
- Must be able to stand, walk, sit, stoop and reach
- Must be able to lift and/or carry up to 20 pounds and occasionally lift and/or move 40 pounds or more
Qualifications:
- Bachelor’s Degree in business or health related field with 3 years of relevant customer service experience
- Strong written and oral communication skills
- Qualification and experience in statistical analysis using techniques such as regression and correlation
- Experience analyzing survey data
- Process improvement training and experience, i.e. Lean Six Sigma Green Belt (prefer Black Belt)
- High proficiency in Word, Excel, Outlook, and Power Point
- Able to work independently and manage survey platform
- Excellent organizational skills, attention to detail and critical thinking skills
- Ability to multi-task
Basic Function:
Responsible for coordinating our patient experience program by maintaining the survey platform, monitoring patient feedback and communicating with the key stakeholders to ensure our patients have an overall positive experience with every interaction.
Duties and Responsibilities:
Job Responsibilities
- Maintain the survey platform to ensure surveys are appropriate and being sent to patients for all services rendered in a timely manner
- Understand the patient’s journey and which aspects of the patient experience drive satisfaction, as well as dissatisfaction
- In collaboration with the Senior VP, Chief Operating Officer, the VP, Clinical Affairs & Chief Medical Officer and the VP, Health Center Operations (HCO) & Chief Nursing Officer, develop best practice and expectations in regard to patient experience
- Provide support as needed that promotes a positive patient experience throughout their care continuum by creating an environment where optimum patient experience and positive patient satisfaction flourishes
- Monitor real-time feedback trends, while prioritizing efforts and making suggestions by identifying areas of opportunity for improvement
- Analyze and utilize patient experience quantitative and qualitative feedback and metrics from a variety of sources (patient surveys, direct observation, manager/staff perspectives) to formulate recommendations for improvement
- Understand, analyze and communicate patient experience survey data - identifying trends, areas for improvement, and learn about and share best practices for optimal outcomes
- Build, launch and manage new tools and processes to drive higher levels of patient engagement and satisfaction
- Meet and communicate with the HCO Team about specific feedback (compliments/complaints/changes in site metrics), assist with developing solutions and resolving issues
- Update members of the executive team regularly for input and feedback.
- Work in collaboration with other performance improvement programs and organizational goals
- Participate in quality assurance program committees and provide patient experience indicators, as appropriate
- Identify key drivers of performance change including strategies for communication, teamwork and safety
- Monitor data for site or individual provider trends and report to the Sr. VP & Chief Operating Officer, VP, Clinical Affairs & Chief Medical Officer and VP, Health Center Operations & Chief Nursing Officer
- As requested, assist the HCO Team to resolve patient complaints and issues and complete follow-up
- Observe staff in actual patient interactions - assess best practices for communication. Provide timely constructive feedback to the HCO Team
- Work with the HCO Team on developing actionable, sustainable, and measurable strategies for improvement
- Follow all HIPAA and patient confidentiality compliance standards
- Other duties as assigned
