Patient Experience Coordinator

 

 

• Ensures through his actions, either directly or indirectly, that a superior quality of patient journey, compassion and understanding is given to every customer served at the NMC Hospitals and Clinics.

 

 

• Initiates patient rounds and prioritizes focused revisits to improve the patient experience.

 

 

• Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service related issues.

 

 

• Function as primary observers for process mapping and shadowing of patients, processes and systems.

 

 

• Serves as the recipient of patient and family suggestion/complaints by various methods, and coordinates the investigation and resolution process until closure.

 

 

• Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff.

 

 

• Assess programs for potential improvements; considers and incorporates the needs of culturally diverse populations.

 

 

• Assist with tracking and trending patient and visitor service concerns. Identifies systems and process-related problems using patient and visitor feedback. Works collaboratively with physicians, leadership and staff to resolve.

 

 

• Conducts basic variance analysis of patient experience outcomes. Analyzes patient satisfaction survey data, complaints and grievances and collaborates with leadership and staff on regular basis to ensure optimal patient experience.

 

 

• Ensures patient communication and explanation of services is provided in a way that can be easily understood by patients and their families.

 

 

• Maintains confidentiality and protects sensitive data at all times.

 

 

• Adheres to organizational and department specific safety standards and guidelines.

 

 

• Works collaboratively and supports efforts of team members.

 

 

• Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community.

 

 

• Assists with projects and initiatives.

 

 

• Serves as the Patient Advocate.

 

 

• Completes other assigned tasks and responsibilities as needed.

 

 

 

 

   

 

 

      Report to:

 

 

 

 

 

 

 

• Director/Head of the department

 

 

 

 

    

 

 

Supervises

 

 

 

 

 

 

 

• Administrative, Clinical, Non Clinical and Clerical staff as assigned

 

 

 

 

    

 

 

      Liaise:

 

 

 

 

 

 

 

• All Clinical, Non-clinical, Administrative & Support Services Staff and any external representatives as assigned.

 

 

 

 

 

 

• Excellent communication and interpersonal skills.

 

 

• Self-motivated with awareness of current trends in the field of PX.

 

 

• Group facilitation skills.

 

 

• Teaching and coaching skills.

 

 

• Basic knowledge of patient experience outsources data system as well as general analysis tools and concepts (validity, reliability, etc.).

 

 

• Working knowledge of Service Excellence literature and best practices.

 

 

• Proficiency in English.

 

 

• Computer Literate (Microsoft office)