What are the responsibilities and job description for the Patient Experience Coordinator position at Tanana Chiefs Conference?
Description
Job Title
Patient Experience Coordinator
Location
Fairbanks, AK, US
Organization Name
Health Services
Job Summary
Job Summary: Job incumbent will be based out of Chief Andrew Isaac Health Center (CAIHC) assisting patients and/or families with their healthcare. Incumbent will help answer questions about care coordination, intake and facilitate the resolution of complaints and grievances in a timely manner, and gather patient feedback through surveys and patient rounding. This position will monitor and respond to patient alerts for assistance in coordination with care teams.
Adhere to the TCC Ch’eghwtsen’ model of service and guiding principle which requires providing timely and effective service along with the ability to interact with others in a way that inspires trust and demonstrates respect, compassion and empathy.
Adhere to the TCC Ch’eghwtsen’ model of service and guiding principle which requires providing timely and effective service along with the ability to interact with others in a way that inspires trust and demonstrates respect, compassion and empathy.
Essential Functions
Essential Functions: This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbent(s).
Representative Duties: Under the direct supervision of the Patient Experience Manager, job incumbent will:
1. Maintain strict confidentiality in accordance to TCC/CAIHC Policy and Health Insurance Portability and Accountability Act (HIPAA).
2. Assist patients/family members, from across the TCC Region, in navigating health services. Work with Patient Experience at Alaska Native Medical Center (ANMC) to ensure smooth continuum of care.
3. Act as a liaison and support for patients in communicating concerns regarding care or services received to involved departments.
4. Document patient/visitor concerns to management/leads to include detail orientated description of concern, requesting actions or outcome taken to resolve concerns and follow up with patient via phone communication and/or by letter.
5. Provides support for patients, families, and escorts requiring services at ANMC and other providers in Anchorage. Ensures patients have sufficient information to make informed decisions while inpatient.
6. Provides service recovery for patients, family or escorts as appropriate.
7. Develop, manage and maintain relationships with clinic staff, administrators, other key patient contacts and ANMC Patient Experience Team. Promote a culture of excellence at all times through outstanding internal and external customer service.
8. Assist with monitoring patient satisfaction and quality goals by participating in regular survey development and implementation.
9. Perform elder follow-up (phone calls or surveys, care coordination, advocacy, etc.). Identify and address elder specific needs and areas for improvement to better serve elders.
10. Gather feedback by for reporting and patient experience evaluations. Document and report staff recognition and kudos.
11. Identify areas of improvement and assist with improvement process. Collaborate with department managers to meet patient needs and expectations to build patient trust.
12. Assist with the implementation, support, and sustainability of TCC’s Ch’eghwtsen’ philosophy by treating everybody with compassion, dignity and respect.
13. Monitor SyncTimes for alerts on unhappy patients or long wait times. Coordinate with Care Teams and/or check in on patient rooms to ensure excellent patient experience.
14. Assist with Patient Portal, assist hearing impaired patients, wheelchair patients, and, as requested, shadow patients during visits.
15. Assist in the development and execution of Quality Management’s strategic plan and performance dashboards.
16. Develop a comprehensive understanding of current services offered by CAIHC/TCC through department shadowing and participation in trainings. Become knowledgeable on Indian Health Services.
17. Travel to TCC villages to help promote TCC quality of care and to provide education regarding TCC’s Patient Experience program.
18. Conduct appeal processing and review for Purchased/Referred Care (PRC) appeals.
19. Provide daily communications via e-mail, phone, in person and submitting reports.
Other Responsibilities:
1. Perform other job-related duties as assigned.
Representative Duties: Under the direct supervision of the Patient Experience Manager, job incumbent will:
1. Maintain strict confidentiality in accordance to TCC/CAIHC Policy and Health Insurance Portability and Accountability Act (HIPAA).
2. Assist patients/family members, from across the TCC Region, in navigating health services. Work with Patient Experience at Alaska Native Medical Center (ANMC) to ensure smooth continuum of care.
3. Act as a liaison and support for patients in communicating concerns regarding care or services received to involved departments.
4. Document patient/visitor concerns to management/leads to include detail orientated description of concern, requesting actions or outcome taken to resolve concerns and follow up with patient via phone communication and/or by letter.
5. Provides support for patients, families, and escorts requiring services at ANMC and other providers in Anchorage. Ensures patients have sufficient information to make informed decisions while inpatient.
6. Provides service recovery for patients, family or escorts as appropriate.
7. Develop, manage and maintain relationships with clinic staff, administrators, other key patient contacts and ANMC Patient Experience Team. Promote a culture of excellence at all times through outstanding internal and external customer service.
8. Assist with monitoring patient satisfaction and quality goals by participating in regular survey development and implementation.
9. Perform elder follow-up (phone calls or surveys, care coordination, advocacy, etc.). Identify and address elder specific needs and areas for improvement to better serve elders.
10. Gather feedback by for reporting and patient experience evaluations. Document and report staff recognition and kudos.
11. Identify areas of improvement and assist with improvement process. Collaborate with department managers to meet patient needs and expectations to build patient trust.
12. Assist with the implementation, support, and sustainability of TCC’s Ch’eghwtsen’ philosophy by treating everybody with compassion, dignity and respect.
13. Monitor SyncTimes for alerts on unhappy patients or long wait times. Coordinate with Care Teams and/or check in on patient rooms to ensure excellent patient experience.
14. Assist with Patient Portal, assist hearing impaired patients, wheelchair patients, and, as requested, shadow patients during visits.
15. Assist in the development and execution of Quality Management’s strategic plan and performance dashboards.
16. Develop a comprehensive understanding of current services offered by CAIHC/TCC through department shadowing and participation in trainings. Become knowledgeable on Indian Health Services.
17. Travel to TCC villages to help promote TCC quality of care and to provide education regarding TCC’s Patient Experience program.
18. Conduct appeal processing and review for Purchased/Referred Care (PRC) appeals.
19. Provide daily communications via e-mail, phone, in person and submitting reports.
Other Responsibilities:
1. Perform other job-related duties as assigned.
Minimum Qualifications
Minimum Qualifications:
1. High school diploma or GED equivalent.
2. Experience in the field of customer service required.
3. At least one year experience working with patients in a healthcare facility highly preferred.
4. Must pass background check pursuant to federal Indian Child Protection and Family Violence Prevention Act requirements and the State of Alaska background check.
Knowledge, Skills, and Abilities:
1. Demonstrates a high level of compassion, sensitivity, and professionalism while working with diverse patient populations.
2. Strong problem solving skills and ability to utilize available resources.
3. Demonstrated skill in exceptional customer service.
4. Strong interpersonal relationship skills, including conflict negotiation mediation, problem solving, time and project management.
5. Strong organizational skills and attention to detail.
6. Ability to consistently maintain and re-prioritize workload.
7. Follow HIPAA to ensure confidentiality of all medical records and other knowledge of patients, visitors, and employees.
8. Computer literacy and ability to type at least thirty-five (35) words per minute.
9. Ability to travel on small aircraft to villages as needed.
Supervision: This position does not have any supervisory responsibilities.
1. High school diploma or GED equivalent.
2. Experience in the field of customer service required.
3. At least one year experience working with patients in a healthcare facility highly preferred.
4. Must pass background check pursuant to federal Indian Child Protection and Family Violence Prevention Act requirements and the State of Alaska background check.
Knowledge, Skills, and Abilities:
1. Demonstrates a high level of compassion, sensitivity, and professionalism while working with diverse patient populations.
2. Strong problem solving skills and ability to utilize available resources.
3. Demonstrated skill in exceptional customer service.
4. Strong interpersonal relationship skills, including conflict negotiation mediation, problem solving, time and project management.
5. Strong organizational skills and attention to detail.
6. Ability to consistently maintain and re-prioritize workload.
7. Follow HIPAA to ensure confidentiality of all medical records and other knowledge of patients, visitors, and employees.
8. Computer literacy and ability to type at least thirty-five (35) words per minute.
9. Ability to travel on small aircraft to villages as needed.
Supervision: This position does not have any supervisory responsibilities.
Supervision
Physical demands: Required to work periodically under stress, and with demanding patients. Work is primarily active with standing, walking, stretching and bending. Standing for extended periods of time required at times. Must be able to occasionally work evenings and weekends when requested. Requires travel on small aircraft.
Summation
Summation: This position requires a great deal of patience, empathy and listening abilities. Patient Experience Coordinators must be able to communicate information effectively to patients and/or family members which come from various backgrounds and cultures.
