Department

CUSTOMER SERVICES & PAT EXPER - 108308

Worker Sub Type

Regular

Work Shift

Pay Grade

116

Job Description

The Patient Experience Coordinator promotes a culture of service excellence, compassion and accountability. S/he supports front-line staff, managers and directors as a primary resource to essentially collect and channel information as a moderator for patients/families to bridge gaps, coordinate, facilitate and/or mediate conflict and problem solve when dissatisfaction with service is voiced. S/he mobilizes knowledge, information, and necessary resources in a timely manner to help assure best outcomes. Supports the mission and vision of Valley Health and promotes the organization’s “Patient Bill of Rights” and “Patient Rights Policy.”
S/he models service excellence principles in all interactions with patients, families, staff, providers and community contacts and works to successfully motivate staff to create an environment of warm welcomes and fond farewells. S/he works to create, strengthen and sustain a culture of service excellence for both external and internal customers. S/he helps coordinate patient, family and staff activities and events on a quarterly/seasonal calendar schedule.
To positively impact outcomes, in partnership with the Patient Experience Leader, s/he collaborates with departmental managers/leaders/nursing/ancillary staff along multiple service lines and integrated support services to pro actively identify, develop, coordinate, implement and assess process improvement strategies to enhance the consumer experience. Routinely promotes and disseminates communicates about the service excellence initiatives with multidisciplinary staff, volunteers, and integrated support services team members via multiple communication channels. S/he consistently reinforces the “Valley Health Way” to manage a culture where excellent service is the expectation by working with leaders to motivate employees to be emotionally invested in their work, become engaged and ultimately care about their work and service being provided. Assist leaders in role modeling service excellence behaviors and holding direct reports accountable by working with HR through corrective action plans when staff is not complying with desirable behaviors and reward and recognition initiatives when staff is adhering to determined customer service behaviors. Analyzes and reports patient satisfaction and/or dissatisfaction data gathered from, but not limited to patient satisfaction surveys and complaints to support those improvement strategies. Actively participates in daily rounding to interface effectively with unit staff and leadership to identify and/or help assist in resolution of patient/family concerns in real-time.
Participates in new hire and annual competency educational training methods primarily focused on coaching Customer Service Standard behaviors, Empathy Skills and Preoccupation with Failure training to teach staff to anticipate dissatisfaction and take action. S/he coordinates the education, application and tracking of the Service Recovery Program which empowers staff to take ownership and accountability in the quest to humanize the patient/family experience and create a loyal consumer. S/he is an active member of the Patient Experience Champions Committee. S/he is an active member of the Winchester Medical Center Patient Experience Cabinet Committee.

Education
Bachelor’s degree in business, nursing, health care or related field. Master’s degree required*
Masters preferred

*Will accept applicant enrolled in Bachelors program of study (nursing, health admin, business related field)

Experience
5 years relevant nursing experience including a minimum of 2 years’ nursing case management experience, preferably with older patients

Certification & Licensures
BLS Certification (Basic Life Support) - American Heart ‘Healthcare Provider’ (HCP) - AHA approved required *
* New hires must have American Heart Association (AHA) appropriate certification prior to completion of orientation
If health professional, licensed in the State of Virginia and eligible for practice.
Certification in specialty/area, as applicable.
.

Qualifications
Excellent listening skills
Excellent empathy skills
Excellent communication skills, both written and verbal
Excellent telephone etiquette
Ability to demonstrate a commitment to service, organizational values and professionalism through appropriate conduct at all times required
Ability to successfully navigate the healthcare delivery system and internal/external community resources
Critical thinking, strong problem solving and conflict resolution skills
Ability to coach and mentor staff for success and build trust to network and collab