Purpose: Under the direction of Clinic leadership, the Patient Experience Coordinator is responsible for developing the strategy and leading the implementation to ensure improved understanding and results in our patient experience metrics. The Patient Experience Coordinator provides coaching and support to the health center sites to ensure effective & successful patient experiences and improve patient satisfaction and outcomes in support of our operations. The Patient Experience Coordinator will be the organization’s designee to receive, respond, and follow-up regarding patient grievances and compliments.

Key Job Responsibility Areas

• Patient Experience

• Miscellaneous

  Detail of Key Job Responsibility Areas

• Patient Experience

• Understand the patient journey and which aspects of the patient experience drive satisfaction, as well as dissatisfaction.

• In collaboration with Executive Team, lead the effort to develop clear standards and expectations in regard to patient experience while being attentive to the individual culture of each health center

• Understand, analyze and communicate patient experience survey data - identifying trends, areas for improvement, and learn about and share best practices for optimal outcomes

• Communicate with sites about specific feedback (compliments/complaints/changes in site metrics), developing solutions and resolving issues

• Regularly review interior and exterior atmosphere for patient comfort, accessibility, safety, cleanliness, décor, updated signage, posters, promotional materials

• Meet with sites regularly at huddles/staff meetings

• Update Chief Operating Officer and Chief Medical Director regularly for input and feedback. Report out at CQI and Operations meetings as appropriate.

• Identify key drivers of performance change including strategies for communication, teamwork and safety

• Work with sites on developing doable, sustainable, and measurable strategies for improvement.

• Lead or assist with the resolution of grievances or concerns that are raised by patients

• Strategize and implement a course of action based on patient/family member feedback- evaluate and follow up

• Provide patient experience survey data summary reports to clinicians and sites as well as interpretation and best practices

• Communicate directly with patients via phone and in writing to understand and resolve patient complaints and issues

• Maintain documentation log of patient interactions/compliments/complaints, the action taken and final resolution of the issue

• Collect and review site suggestion box submissions monthly

• Observe staff in actual patient interactions - assess best practices for communication. Provide constructive feedback to administrative leads

• Work with sites on developing doable, sustainable and measurable strategies for improvement.

• Special projects as assigned including: patient portal engagement projects, marketing materials, advocacy designation, audit prep, event planning, etc.

• Other duties as assigned

• Miscellaneous

• Requires the ability and commitment to respect and support inclusiveness and diversity including but not limited to individuals of different backgrounds, cultures, races, ages, sexual orientations, gender identities or expressions, experiences, opinions, etc.

• Requires individual demonstration of commitment to the One Trillium values, behaviors and business impacts and modeling them in the organization

• Responsible for maintaining confidentiality of all patient, client, employee, protected and proprietary information

• Employees are accountable for meeting the performance standards of their departments and must participate as requested in compliance audits, process improvement and quality improvement plans.

• Other specific duties as assigned.

  Qualifications

• 3-5 years relevant experience and college degree preferred

• Strong written and oral communication skills

• High proficiency in Word, Excel, Outlook, and Power Point

• Ability to learn and be efficient in new software (training will be provided)

• Able to work independently and manage workflows in a fast paced and highly confidential environment

• Excellent organizational skills and attention to detail

• Ability to multi-task

  Physical Requirements

  While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear. Occasionally the employee must stoop, bend and lift or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

  In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.