What are the responsibilities and job description for the Patient Experience Coordinator position at The Chickasaw Nation?

We are currently looking for a Full Time Patient Experience Coordinator to join our Patient Experience Unit team located at the Ardmore Health Clinic.

Summary :

Ensures quality patient care and effective utilization of available health facilities and services.

Responsibilities :

Works with clinical staff to investigate, analyze and document patient complaints and attempts to provide a resolution before discharge if possible
Responds to inquiries, compliments and / or complaints regarding the organization's services
Maintains documentation of complaints / grievances and resolution through the online database system
Serves as a liaison between third party vendor and internal management
Coordinates the proper resolution of escalated dispute resolutions, issues, and concerns with related departments and follows through to ensure that a fair and equitable resolution was achieved
Prepares and reports data analyses on an ongoing basis, tailoring by audience need
Maintains files, logs, and records
Assists with orientation, special activities and training on specific procedures, tasks or equipment
Completes all training and development requirements and participates in continuing education opportunities
Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types
Maintains general upkeep of work area and maintains a safe environment
Maintains and promotes professionalism
Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics
Adheres to Chickasaw Nation dress code standards
Maintains knowledge of and follows all laws, rules, regulations, policies and SOPs for assigned area, e.g. MICS, TICS, hospital standards, health codes, food sanitation, accounting principles, etc.
Participates in performance improvement activities to measure, assess and improve the quality of assigned work area
Performs all other duties as assigned

Competencies : Essential :

Able to follow instructions, both written and oral

Able to adhere to all scheduling and attendance requirements

Ability to work independently

Honesty, truthfulness, reliability, accountability

Able to read, understand, apply, and retain knowledge of Chickasaw Nation, departmental, divisional and all other rules, regulations, policies, procedures and guidelines

Define problems, collect data and establish facts

Able to verbally communicate in a professional and positive manner with other team members, departments, guests and management

Skills : Essential :

Must be familiar with the Microsoft Office Suite of products

Must be able to operate a computer and / or other equipment related to specific role (i.e. automated currency counters, calculator, projector, binding machine, other related office equipment)

Experience : Essential :

3 years directly related experience

Education : Essential :

High School, GED or Equivalent

Nonessential :

Bachelors Degree in directly related field

Credentials : Essential :

Pass general background check

Working Conditions : Essential :

Hospital or Clinic

May be required to assist individuals with unmanaged emotions

Pass pre-employment drug test

Frequently bend, kneel, stoop, push, reach

Standing up to 50% of shift

Walking up to 25% of shift

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Patient Experience Coordinator

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