Job Description
Job Description
Job Title : Patient Experience and Relations Coordinator Department : Quality Management
Reports to : Director, Quality Management FLSA Status : Exempt (Salary)
Job Summary :
The Patient Experience and Relations Coordinator is responsible for ensuring a positive experience for patients and their families by addressing concerns, improving service quality, and fostering a patient-centered environment. This role involves direct interaction with patients, hospital staff, medical staff, and leadership to advocate for patient needs, resolve issues, and continuously enhance the overall patient experience.
The Patient Experience and Relations Coordinator identifies, assesses and refers issues or concerns appropriately when there is a potential risk to the patient, provider or the organization. These functions are performed in accordance with all applicable laws / regulations and Wooster Community Hospital Health System (WCH) philosophy, policies, procedures, and standards. This role, in collaboration with organizational leadership, identifies, communicates, and assists to improve trends in patient experience through the Quality Management System. The Coordinator educates WCH staff members, leaders, and providers in the use of service recovery tools, behaviors, and service excellence.
Duties / Responsibilities :
Leadership :
- Leads necessary meetings, initiatives, and improvements surrounding patient experience and care delivery.
- Provides strategic direction and develops and communicates a clear vision and mission in all aspects of the role.
- Fosters a positive work culture that promotes collaboration, respect, and accountability at all levels.
- Delegates tasks effectively and empowers others to take responsibility of patient experiences in their areas.
- Takes ownership of professional and leadership growth.
- Comprehension of contracts relating to patient experience and ensuring vendors are meeting all organizational needs and expectations.
Communication :
Maintain open, transparent communication with team members and stakeholders.Listen actively to concerns, feedback, and suggestions from staff, patients, or customers.Keep everyone informed of changes, expectations, and updates on progress.Patient Advocacy :
Serve as a point of contact for patient concerns, complaints, and requests that cannot be resolved by department leadership.Act as a liaison between patients, families, and healthcare providers to ensure open communication and satisfactory resolutions.Participate in rounds and visits to meet with patients, ensuring their needs are being met.Train staff on patient experience best practices and promote empathy, communication, and quality care delivery.Resolves complaints by listening to patients and their families, directing them to a physician orsupervisor; helping them present facts to the hospital representative; developing
acceptable resolutions; following-up on outcomes.
Experience Monitoring and Coordination :
Collect, analyze, and report patient feedback from surveys, interviews, direct communication, and those reported through the event reporting system.Identify trends, issues, and opportunities to improve patient experience and care delivery.Independently leads multidisciplinary patient experience team meeting.Consistent departmental rounding.Routine meetings with departmental leadership for patient experience accountability.Staff and provider shadowing and mentoring of patient experience best practice techniques.Quality Improvement :
Develop and monitor key performance indicators to initiate performance improvement activities as necessary.Collaborate with clinical and administrative teams to implement patient-centered service improvements.Develop initiatives that enhance the hospital’s service culture and align with patient care goals.Complaint and Grievance Resolution :
Address patient complaints, that cannot be resolved at the department level, promptly and ensure that a resolution is achieved in a timely and compassionate manner.Document and escalate complex issues to relevant leadership, including Risk Management, while maintaining a professional, empathetic approach.Provides concurrent monitoring and follow up to ensure compliance of standards identified as CMS Grievance and or patient complaints.Acts as a subject matter expert for WCH stakeholders for CMS standards related to grievances and patient complaints.Leads Grievance Committee.Maintains confidentiality in all interactions.Policy and Compliance :
Ensure that all patient interactions and solutions are aligned with hospital policies, regulatory standards, and best practices.Develop and maintain policies that prioritize patient satisfaction and safety while maintaining compliance with regulatory standards and the CMS Grievance process.Reporting :
Generate and present regular reports to leadership on patient experience metrics, areas for improvement, and recommended action plans.Track patient experience key performance indicators and develop strategies to meet improvement targets.Acts as a subject matter expert for WCH stakeholders for the patient experience module, utilizing all resources available.Maintain membership in the Beryl Institute, with utilization and dissemination of applicable resources and best practices to WCH stakeholders.Required Skills / Abilities :
Excellent verbal, written, and presentation communication.Excellent interpersonal and customer service.Ability to work collaboratively with diverse healthcare teams.Excellent organizational skills and attention to detail.Excellent time management skills with a proven ability to meet deadlines.Strong analytical and problem-solving skills.Strong leadership and initiative skills.Ability to prioritize tasks and to delegate them when appropriate.Ability to function well in a high-paced and at times stressful environment.Proficient with Microsoft Office Suite or related software.Education and Experience :
Required :
Bachelor's degree in a related field such as : Healthcare Administration, Nursing, other applicable Healthcare field, Social Work, Public Health, Business Administration, Customer Service, Human Resources.
Preferred :
Minimum of 2 years in a patient relations, advocacy, or healthcare role; experience in conflict resolution
Master’s Degree in a related field
Certified Patient Experience Professional
Effective Date : 10 / 2 / 2024
Revision Date(s) : 10 / 2 / 2024
72 hours per pay period (2 weeks), day time hours. Full Time position.
36 hours per week.
