Patient Experience Coordinator-Patient Experience - Health Care District : Job Details

Job Description The Patient Relations Coordinator functions as a resource and liaison for patients, team members and community at large. This position provides a channel for problem resolution to promote the highest quality of care and service excellence to patients. This position works under the oversight of the Manager of Patient Experience and Creative Services. Essential Functions:Proactive Patient Experience:

• Maintains current knowledge of trends and developments in the field of health care systems and Patient Experience. Assists in creating improvements across business units, attends team meetings, recognize best practices, and suggest areas for improvements related to patient experience.
• Responsible for providing input into opportunities for system improvements across business units for patient experience.
• Creates rapport with patients/family by rounding and interacting in business units frequently to gather feedback on overall patient experience. Involved in explaining services available to patients while rounding and implements an effective patient loyalty program.
• Works closely with business unit department leadership to improve patient experience, discuss survey results and create/implement patient experience initiatives/PDSAs (Plan, Do, Study, Act).
• Conducts and reports quality site visits on patient experience for all business units.

Reactive Patient Experience & Risk Reporting System:

• Coordinates accepting and processing complaints/grievances into our Risk Reporting System, ensuring entry for assigned business units is no later than 24 hours after received. Available to assist other team members in documenting and reporting any complaints/grievances. Coordinates with Risk Management team as needed on cases.
• Responsible for being in accordance with HCD Complaint and Grievance Policy and Procedure.
• Responsible for ensuring proper documentation of the entire investigation of the case, including interviews with patient/family, staff involved, unit leaders, and other additional parties as needed.
• Responsible for closing workloads and ensuring proper documentation is kept in in Risk Reporting System for complaints and grievances.
• Contacts patient/family for acknowledgement of receipt of complaint or grievance and provide service recovery.
• Responsible for writing all Grievance Acknowledgement and Resolution Letters for all business units
• Creates open line of communication between patient/family and self to provide support and assistance to patient/family.
• Assists in gathering information from business unit leader and staff during investigation to resolve patient complaint/grievance.
• Explains agency processes to patients/family and any other involved persons as needed relative to patient rights/responsibilities and/or patient complaints. Keeps patients informed on current processes followed (based on Policy and Procedures).
• Manages 'Feedback' option on 561-###-#### appointment line, Web Master/web posting emails and Clinic Patient Relations emails.

Quality / Patient Surveys:

• Manages patient satisfaction survey and discussing results with respected business unit leaders with oversight of the Manager of Patient Experience.
• Determines contributing factors to complaints/grievances reported and analyzes trends over time.
• Assists in identifying business unit's patient experience challenges then creates and implements processes to improve/resolve these challenges through PDSA (Plan, Do, Study, Act) quality model.
• Responsible for conducting two (2) PDSA's per quarter to improve patient satisfaction. Data and outcomes to be presented at respected meetings as requested.
• Responsible for preparing patient relations dashboard data as well as patient satisfaction survey data for all business units for respective meetings with oversight from the Manager of Patient Experience.

Projects/Patient Engagement:

• Assists in working with community partners to ensure patients are being referred to CLBPCC and aware of services offered at the Health Care District of Palm Beach County. Patient outreach duties as needed.
• Responsible for creating and maintaining up to date new patient welcome packets/orientation to improve patient experience. Educate team members involved with new patients on new patient package process. Provides review on quarterly basis for need on updating the package.
• Assists in creating other patient experience initiatives as needed to improve overall patient satisfaction.
• Ability to effectively communicate both verbally and in writing; including appropriate grammar, spelling and sentence structure.
• In depth knowledge of Federal and State regulations (HIPAA, PHI, etc.).
• Emergency duty may be required of the incumbent that includes working in special needs or Red Cross shelters or to perform other emergency duties including, but not limited to, responses to threats or disasters, man-made or natural.

QualificationsEducation:

• Bachelor's degree in Business Administration, Health Care Administration, or related field required. Equivalent combination of experience may substitute for minimum education requirements.

Experience:

• Minimum one (1) years' experience in the healthcare industry required, preferably within Patient Access, Customer Service and/or Patient Experience. Experience with Epic E.H.R. system strongly preferred.

Licensure:

• Valid Florida Driver's License required.

Training:

• Experience with Microsoft Office suite required.

About Us The Health Care District of Palm Beach County is an independent special taxing district that has served as a healthcare safety net for more than 36 years to fill in gaps in access to healthcare services. This unique healthcare system covers the entire county and provides a wide range of services such as nine community health centers (Federally Qualified Health Centers) which serve everyone regardless of ability to pay; school health teams in 172 public schools; a lifesaving Trauma Hawk aeromedical helicopter program; a rural, public teaching hospital, Lakeside Medical Center; an award-winning skilled nursing center; a ground ambulance program for Health Care District patients needing a higher level of care and the county's Trauma Agency, which ensures quality outcomes within the county's trauma system and leads initiatives to prevent traumatic injury. We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants. We are also committed to maintaining a safe, healthy, and productive work environment for all employees. As such, we are a Drug-Free Workplace.