Job Details

Patient Experience Coordinator | The James

The Department of Patient Experience is responsible for monitoring and enhancing the patient experience which includes complaint resolution, information desk functions, interpretive services and service quality improvement initiatives within the organization. In addition, the department is responsible for meeting Joint Commission standards related to patient rights and organizational ethics and CMS regulation guidelines related to the complaint process.

The Patient Experience Coordinator is responsible for providing personalized guidance and support that promotes a positive patient/family experience throughout their care continuum. The Patient Experience Coordinator will build relationships with patients, families and staff to create an environment where optimum patient experience and positive patient satisfaction flourishes. In addition, this position is responsible for providing customer service training, coaching, mediation/issue resolution, project support, service data entry and analysis, and patient information so that optimal quality and communication can be achieved.

Patient Experience Coordinator functions include responding to patient, family and visitor concerns employing excellent verbal and written communications skills, intervention, interpersonal, diplomacy, and conflict management skills and strategies, and service recovery approaches to work to facilitate and resolve perceived issues with a wide variety of customers. This position assists in providing customer service training; coaches physicians, residents, students and staff on appropriate behaviors, conflict resolution tactics, responses and skills to promote positive perceptions; assists with providing patient and visitor information; and works to improve processes to elevate the services levels provided to patients, families and visitors. This position supports the Patient Experience Department with sharing information and analysis, project support, and providing team leadership for customer service improvement initiatives, and support of department operations.

Minimum Qualifications:

• Bachelor's Degree with emphasis in Human Relations, social work, communications or related field or equivalent combination of education and experience required.
• 2 years of relevant experience preferred.
• Excellent verbal and written communication skills; strong customer service, interpersonal, conflict resolution, program solving and program planning skills;
• Ability to work effectively with all levels of the organization, patients, and visitors; ability to work independently on assigned projects;
• Ability to analyze and interpret data and integrate raw data into actionable process improvements required.
• Strong customer service skills required.

Our Comprehensive Employee Benefits Include:

• An array of retirement plan options, each with a generous employer contribution.
• Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
• Paid vacation and sick leave, including short and long-term disability and paid parental leave.
• Get the most out of the Public Service Loan Forgiveness program.
• And much more!

Location: James Outpatient Care (1043)

Position Type: Regular

Scheduled Hours: 40

Shift: Rotating Shift