Patient Experience & Volunteer Coordinator

General Summary of Position

The Patient Experience and Volunteer Coordinator seeks to create a positive relationship with each patient and acts as an ambassador across entity departments by performing various activities to assist leadership and the care team in meeting patient needs and departmental and organizational goals related to associate and patient experience. Independently directs all aspects of the Volunteer Services program : design and development; implementation, administration, and supervision; evaluation and promotion of growth, connecting Volunteer Services to improve the overall MSH experience. Provides program leadership, creates new programs, and reinvigorates past programs based on the needs of the department and hospital. Proactively rounds with patients and families and facilitates information exchange with healthcare team members to impact the patient experience positively. Identifies experience-related issues and finds resolutions by liaising with the healthcare team and / or other involved departments.

Primary Duties and Responsibilities

• Oversees all matters related to hospital volunteers, including recruitment, deployment, onboarding, and maintaining requirements. Under the direction of the Director, Patient Experience Transformation evaluates and determines volunteer utilization to meet organizational goals related to patient experience.
• Works with assigned teams and collaborates with the Director of Patient Experience Transformation. Executive Director of Advocacy and Experience to assist in implementing organizational improvement strategies. Independently directs all aspects of the Volunteer Services program : design and development; implementation, administration and supervision; evaluation and promotion of growth
• Seeks to create a positive relationship w / each patient. Performs daily non-clinical rounding as assigned on patients and families to mitigate issues that can impact the patient experience by taking ownership to ensure a successful, positive outcome and closure in real time. Ensures all necessary follow-up / action items are completed, reported, and documented in order to close the loop.
• Collaborates with departmental leadership to initiate and maintain experience improvement-related projects and initiatives, including Seeking to integrate into the teams in assigned nursing, nutrition services, and environmental services. Participates in various process improvement activities, as applicable, aimed at improving the patient experience.
• Develops a marketing strategy for recruiting volunteers, makes site visits, and creates and updates informational material communicating volunteer opportunities. Serves as a spokesperson for the hospital by generating awareness, excitement, and recognition of hospital-wide volunteerism; encourages new departments / units to host volunteers.
• Assesses and analyses the design, coordination, and scheduling of Volunteer Services to ensure relevance and timeliness. Takes action to establish and maintain an effective program. Establishes short-and long-range goals and objectives and modifies the program appropriately.
• Oversees volunteer Chaplain and religious services programs to ensure deployment of resources and compliance with various accrediting bodies.
• Uses available data sources to identify opportunities for improvement in assigned departments and enhance the patient / family experience.
• In collaboration with Human Resources, Internal Communications, and patient experience leadership, initiates and participates in initiatives and events aimed to enhance the patient and associate experience, including engagement events, volunteer events, and other programs as assigned.
• Provides program leadership, creates new programs, and reinvigorates past programs based on the needs of the department and hospital. Manages full application lifecycle and volunteer placement. Interfaces with volunteers and volunteer supervisors to ensure beneficial and positive experiences. These functions are performed in accordance with all applicable laws and regulations and MedStar St. Mary's Hospital's philosophy, policies, procedures and standards.
• Establishes and maintains programs and events based on need, such as a summer volunteer program for high school and college students, special programs and mailings for current volunteers, and collaboration with other departments for specific hospital events.

Minimum Qualifications

Education

Experience

This position has a hiring range of $58,656 - $98,384

Salary : $58,656 - $98,384