PATIENT EXPERIENCE COORDINATOR

White Plains Hospital Job Description

Title : Patient Experience Coordinator Job Code : 700271

Department / Location : Patient Experience FLSA Status : Exempt

Reports to : Assistant Director, Patient Experience

Position Summary

The Patient Experience Coordinator will provide expertise and support to all departments by assisting with improving the patient experience. They will also be responsible for monitoring the survey and processes and making any necessary modifications. The person in this role will help to provide understanding of data and help provide strategy for performance improvement to all employees and help to create and track action plans. Relies on experience and judgment to plan and accomplish goals.

Essential Functions and Responsibilities Includes the Following :

• Understands and adheres to the WPH Performance Standards, Policies, and Behaviors.
• Creates a culture supporting patient experience and sets expectations for the organization.
• Internal resource, expert, and point person in Press Ganey & HCAHPS data for all areas of the organization.
• Provides ongoing analysis of Press Ganey data. Responsible for generating engaging scorecards and dashboards with monthly patient experience scores.
• Sets up all new users with the Press Ganey online access and train to use the system.
• Monitors all incoming and outgoing Press Ganey users and adjust accordingly.
• Facilitates all Press Ganey IT requests and changes to files.
• Monitors and continuously access Press Ganey survey process and update as necessary.
• Manages the Patient Experience data for the Leader Evaluation Manager (LEM tool) to reflect leader goals.
• Guides understanding of survey data for leaders and employees.
• Institutes changes that enhance the patient experience in processes, procedures, policies, and accountability within the organization.
• Helps analyze departmental scores, determine trends and patterns.
• Assists departments in developing performance improvement strategies related to improving the patient experience.
• Uses data to proactively implement best practices.
• Distributes regular comment report to leaders and tracks and documents necessary follow-up.
• Participates and / or chairs committees, work groups, and / or process improvement teams related to the patient experience.
• Assists in the development and presentation of patient experience training data.
• Conducts Patient Experience educational events for staff.
• Prepares and presents data and scorecards at organizational meetings as needed.
• Helps to provide oversight of the discharge lounge with The Assistant Director of Patient Experience and will provide management over lounge data.
• Supports the Assistant Director of Patient Experience in administrative efforts with the Patient and Family Advisory Council
• Initiates appropriate service recovery methods to resolve concerns and complaints to appropriate staff members for evaluation, resolution, and follow through.
• Maintains a collaborative working relationship with others.
• Assists in participation in committees, task forces, and projects as appropriate.
• Assists in the coordination of the Patient Experience Volunteers.
• Makes periodic rounds and patient / family phone calls, communicating with patients and staff regarding needs and expectations.
• Weekend and shift coverage as needed.
• As required, participates in the Performance Improvement Program as defined by the organization.
• Provides departmental administrative support including helping to manage budget, ordering supplies, preparing check requests and purchase orders.
• Performs all other related duties as assigned.

Education & Experience Requirements

Bachelor's degree required in related healthcare field with a minimum of one year of experience within an acute care facility required.

Master's Degree preferred.

One year of Patient Experience required. Certificate in Patient Experience preferred.

Core Competencies

Requires excellent communication and people skills, impeccable grammar and writing abilities, attention to detail, ability to work independently, organize and able to set priorities, knowledge of patient rights and regulatory requirements.

Demonstrates awareness of determining patient care of all age groups; medical terminology; hospital operations, policies, and procedures; community resources; department and hospital safety practices and policies; infection control practices and policies; department and hospital emergency response policies and procedures; proficient computer skills.

Physical / Mental Demands / Requirements & Work Environment

Primary Population Served

Check appropriate box(s) below :

65 years)

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.

Salary Range : $69,257.57-$103,897.17 (Ranges based on Full Time Hours)

Salary : $69,258 - $103,897