Patient Experience Coordinator

POSITION SUMMARY

The Patient Experience Coordinator is responsible for developing and implementing policies, practices and standards that support established customer experience goals for integration across the system. This position also reports customer experience data and trends to supported departments and assists with performance improvement efforts.

The Patient Experience Coordinator builds and maintains strong relationships with internal and external customers and community groups to assess patient needs, concerns and expectations. This position develops and implements an effective customer experience plan that clearly establishes standards for the delivery of patient centered care to a diverse population. The Patient Experience Coordinator monitors progress towards customer service goals and makes recommendations for continuous improvement. It is the responsibility of this position to provide education and training for all staff on customer experience issues and standards.

The Patient Experience Coordinator reports to the Director of Patient Experience to establish and deploy best practices across the system. The Patient Experience Coordinator ensures uniformity across AtlantiCare sites and provides feedback for improvement.

This position collaborates on organizational teams to integrate patient centered care concepts and operationalize initiatives.

This position supports organizational goals by providing quality customer experience, serving as a role model for patient centered care, participating in performance improvement efforts and demonstrating a commitment to the organizational mission, vision and values.

QUALIFICATIONS

EDUCATION: Bachelor’s Degree in related field is required. In lieu of degree, the minimum education of a High School Diploma or equivalent, and 5-10 years of experience in customer experience is required.

LICENSE/CERTIFICATION:

EXPERIENCE: Well developed communication and organizational skills required to effectively coordinate plan development and implementation. Strong working knowledge of publicly reported customer experience data preferred. Keen sense of customer focus required. Patient centered care education and training preferred.

PERFORMANCE EXPECTATIONS

Exhibits the competencies related to environment of care, infection control, safety, performance improvement, and organizational values as listed on the Performance Evaluation/Competency Checklist.

Demonstrates the ability to perform the department specific competencies as listed on the Performance Evaluation/Competency Checklist.

Meets mutually agreed upon goals and objectives established annually with the Director of Customer Experience

WORK ENVIRONMENT

Potential for exposure to the hazards and risk of the hospital environment, including exposure to infectious disease, hazardous substances, and potential injury.

The essential functions for this position are listed on the Assessment and Evaluation Tool.

REPORTING RELATIONSHIP

This position reports to Director of Patient Experience.

The above statement reflects the general details considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.