Coordinator, Patient Experience

Description

Summary:

Responsible for UNCH Wayne customer service program, including training, patient satisfaction, and the complaint resolution process. This position will influence changes in systems, processes, and people that have negative effects on patients, working with Directors, Managers, and staff to accomplish positive results. This position is responsible for incorporating customer service principles into everything we do and say at UNCH Wayne.

Responsibilities:

1. Patient Experience - Works with the Director, Patient Experience & Clinical Support and hospital leadership and patient focused committees to establish and implement a plan that includes the timely and comprehensive assessment of the patient experience, goal setting, and the formulation of plans that anticipate issues and address current concerns.

2. Partners with hospital directors to reduce leader and staff variation in the use of evidence-based best practices to improve the patient/family experience.

3. Serves as an internal consultant by establishing and maintaining excellent working relationships with leaders, medical staff, hospital staff and the public. Rounds on patients daily, responding to patient/family needs, concerns, and requests as needed. Involves department directors when appropriate. Treats sensitive and confidential information appropriately.

4. Coordinates activities to acquaint patients, families, and guests with the hospital support services, such as the cafeteria, information desk, parking, and volunteer services. Coordinates and monitors the investigation, follow-up, and documentation of patient/family complaints/grievances.

5. Has an in-depth knowledge of the patient satisfaction resources and a mechanism for reporting results. Identifies educational opportunities throughout the organization. Develops and leads appropriate education plans.

6. Positive Impression - greets teammates, patients/family, and guests in a professional manner. Contributes toward achievement of organizational goals and customer expectations. Identifies new opportunities for improvement related to customer service. Fosters a culture of safe and compassionate care. Promotes the hospital both internally and externally.

7. Carolina Care - Responsible for day to day working of the Carolina Care program to UNC Health Wayne. This includes training teammates and role modeling Behavioral Expectations of Carolina Care. Responsible to planning celebrations and activities surrounding Carolina Care.

8. Facilitates, organizes and supports a variety of teammate engagement and recognition programs, such as Heart of Carolina Cares, Press Ganey awards, etc.

Other information:

Education

* Bachelor Degree required

Licensure/Certification

* Certified Patient Experience Professional (CPXP) preferred

Experience

* Patient Experience, Customer Service

Knowledge, Skills and Abilities

* Ability to interact and collaborate with patients and their families using diplomacy, professionalism and tact.

* Excellent interpersonal and customer service skills.

* Ability to read, write and communicate effectively in English.

* Proficient with MS Office and able to learn new software rapidly.

Valid NC Driver's License: No

If driving a Wayne UNC Vehicle, must be 21 years old and MVR must be approved by Risk Management.

Legal Employer: Wayne Health

Entity: Wayne UNC Health Care

Organization Unit: Patient Experience

Work Type: Full Time

Standard Hours Per Week: 1.00

Work Assignment Type: Onsite

Work Schedule: Day Job

Location of Job: WAYNE MED

Exempt From Overtime: Exempt: No