Healthcare Experience Coordinator (Hospice)

The Healthcare Experience Coordinator is responsible for supporting company-wide initiatives and programming designed to enhance the overall experience of clients, patients, families, and healthcare team members across all service lines and departments. The Healthcare Experience Coordinator will develop and support educational and training initiatives, program enhancements, and will be a champion for the human experience in healthcare service delivery.

• Responsible for taking lead on implementation and maintenance of Experience Intelligence program initiatives, platforms, and processes.
• Maintain superior knowledge and understanding of customer/patient/employee experience and engagement principles and practices.
• Evaluation of current materials, information, and processes to determine opportunities for improvement of the healthcare experience, and enhancement and expansion of the Experience Intelligence program.
• Development of processes and supporting materials designed to promote engagement with clients, patients, and families as well as internal engagement across departments and care teams.
• Review data and reports, both internal and external, to aide in the identification of experience improvement opportunities and make enhancement recommendations.
• Provide patient experience survey data summary reports, including interpretation and best practice recommendations, as needed and directed.
• In collaboration with Quality Department leadership, assist in developing clear standards and expectations in regard to the client/patient/family experience, while also being attentive to service line needs and differences.
• Work closely with Quality Department leaders to identify needs for enhancement of care delivery and/or staff tools and processes to ensure that service delivery promotes human engagement.
• Collaborate with training and education departments to ensure that Experience Intelligence initiatives and goals are incorporated into orientation, on-boarding, and ongoing education requirements and practices.
• Provider subject matter expert support to training and development departments by providing content that is grounded in client/patient/human experience and customer engagement and at the forefront of industry standards.
• Conduct research and document review in the area of customer service and healthcare service delivery and experience and provide insights and recommendations regarding opportunities to enhance the client/patient/family experience across service lines and departments.
• Analyze visit documentation processes and tools to determine opportunities for improvement in documentation framework designed to produce better care team to client/patient feedback loop.
• Provide on-site and remote education and support to agency staff and leaders to drive human engagement, as needed and directed.
• Maintain exciting, innovating, and engaging Experience Intelligence SharePoint site.
• Maintain expert knowledge of client/patient-experience quality measures including HH CAHPS, Hospice CAHPS, STAR measures, and Personal Care Service experience surveys.
• Develop and deliver educational presentations as requested by HH, Hospice, and Personal Care Quality leaders and SVP of Quality & Care Delivery.
• Work with HH, Hospice, and Personal Care Quality leaders and SVP of Quality & Care Delivery on various projects and initiatives.
• Performs other duties as assigned, timely and to completion.

• A minimum of 3 years of healthcare experience, or strong customer engagement experience in a service-oriented industry, is preferred.
• Bachelor’s degree in business, marketing, healthcare, psychology, or relevant field is preferred.
• Certified Patient Experience Professional (CPXP), or within one year of hire, preferred.
• Strong understanding of the healthcare experience.
• Strong understanding of human engagement and customer services principles.
• Strong ability to use creative-thinking and outside-of-the-box strategies.
• Strong written communication skills, particularly in the area of customer facing materials and internal training/education materials.
• Effective presentation and communication skills, both in person and virtually; ability to present information in a clear and concise manner, to large groups of people, as well as to smaller, more intimate groups.
• Effective project management skills.
• Effective team-building skills particularly when working across disciplines and across reporting hierarchies.
• Must have excellent organizational skills and ability to manage and complete tasks and projects in circumstances where competing priorities exist.
• Knowledge and experience in change management, customer journey mapping, and experience surveys.
• Strong computer literacy and ability to communicate in various platforms such as SharePoint (including page and news post design), Outlook, Teams, Excel, Word, and PowerPoint.
• Enthusiasm and optimistic attitude that promotes positive and spirited engagement.
• Must have the ability to work independently with minimal supervision and be self-motivated.
• Must have a reliable means of transportation and must have current valid driver's license and auto insurance.
• Must have the ability to travel, including airline travel, on occasion.
• Goal oriented and ability to positively impact change.
• Fiscal responsibility and accountability.