Patient Experience Coordinator

Job Description

Job Description

PLEASE NOTE - This position may require temporarily relocation to other TONHC Facilities : Sells Hospital, Santa Rosa Health Center, San Simon Health Center, and San Xavier Health Center.

Position Summary :

Responsible for development, implementation, facilitation of complaint resolution. Evaluates patient relation activities by establishing and maintaining standards, systems, and processes. Ensures compliance of regulatory-related service issues and interpretation of family satisfaction data while ensuring an exceptional experience for patients and their families.

Scope of Work : The position is located in the TONHC Hospital and Clinics. The incumbent works under the general supervision of the Chief Executive Officer and Quality Assurance Officer.

Essential Duties and Responsibilities : (Depending on the area of assignment, an incumbent may not be required to perform some of the duties listed below) :

• Communicates values, strategies, and objectives; developing a climate for offering information and opinions; integrating functional objectives to improve the patient's experience.
• Contributes to departmental effectiveness by identifying short-term solutions and long-range goals that address patient experience issues; provides information and commentary pertinent to deliberations; recommends options and courses of actions; implements change.
• Prepares and presents reports on the status, activities, and plans for current and future operations related to patient experience.
• Responsible for understanding the needs of the patients and the regulatory requirements of delivery of care and expectations.
• Monitor the service experience of patients / families and interpret data scores which may result in the development and implementation of change / improvements to assist with more positive survey results.
• Facilitate customer complaint resolution, feedback, and reporting.
• Directly reports of key patient satisfaction indicators monthly.
• Participate in committees as needed (i.e., Solutions Team; QI Committee).
• Creates new curriculum and education sources for departments and staff and provides orientation to new associates and current employees to improve customer service.
• Assess the vision of providing an exceptional experience and supporting the patient / family experience expectations and needs at every service point.
• Maintains professional and technical knowledge by conducting research, attending seminars, educational workshops, classes, and conferences; reviewing professional publications; establishing networks; participating in professional societies; conferring with representatives of contracting agencies and related organizations.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities :

Minimum Qualifications :

Licenses, Certifications, Special Requirements :