What are the responsibilities and job description for the Patient Experience Coordinator position at Tohono O'odham Nation?
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):
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 of the Tohono O'odham language, culture, customs, and traditions.
- Knowledge of applicable federal, state, tribal laws, regulations, and requirements.
- Knowledge of legal and ethical standards for the delivery of medical care.
- Knowledge of customer service and patient satisfaction techniques.
- Knowledge of related accreditation and certification requirements.
- Knowledge of current and emerging trends in technologies, techniques, issues, and approaches.
- Knowledge of clinical operations and procedures.
- Knowledge of Health Insurance Portability and Accountability Act (HIPAA) related rules and regulations.
- Skill in treating patients with tact, courtesy, and respect.
- Skill in operating computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and presentation software (such as PowerPoint).
- Skill in analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
- Skill in providing presentations.
- Ability to react quickly and make effective decisions in an emergency.
- Ability to respect cultural and traditional Native American beliefs.
- Ability to maintain confidentiality.
- Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
- Ability to communicate efficiently and effectively both verbally and in writing.
- Ability to handle multiple tasks and meet deadlines.
- Ability to exercise independent judgment.
- Associate's degree in Health Care, Public Health, Business or related field
- Two years of work experience specialized in customer service, patient relations, patient advocate, or patient experience.
- Must obtain certifications in Cardio Pulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification within six months of
- Upon recommendation for hire, a criminal background and a National FBI fingerprint check are required to determine suitability for employment, including a 39-month driving record.
- May require possessing and maintaining a valid driver's license (no DUIs or major traffic citations within the last three years).
- If required, must meet the Tohono O'odham Nation tribal employer's insurance requirements to receive a driver's permit to operate program vehicles.
- Based on the department's needs, the incumbent(s) may be required to demonstrate fluency in both the Tohono O'odham language and English as a condition of employment.
