Employment Type:

Shift:

Description:

Coordinator of Patient Experience - FT Days - Monday - Friday

Hours: 7:30am - 4:00pm

Location: On-site at St. Peter's Hospital Campus

Position Summary:  In accordance with the Mission, Vision and Values of St. Peter’s Heath Partners, the Coordinator of Patient Experience contributes to the day-to-day functions related to the Office of Patient Experience.  The primary goal is to hear the voice of patients and families related to both positive and negative experiences within St. Peter’s Health.  The coordinator acts as a liaison with clinical leadership, service areas, risk management, quality and others, to manage all aspects of complaint management and support the organization in efforts be “the most trusted health partner.”  In addition, the coordinator participates in moderate to high complexity projects including analytics, improvement support, training, and patient experience data analysis.

Position Highlights:

•      Quality of Life: Where career opportunities and quality of life converge.
•      Advancement:  Strong orientation program, generous tuition allowance and career development
•      Work/Life:  Positions and shifts to accommodate all schedules
•      We offer great Benefits including:  Competitive Pay, Paid Leave. Shift Differentials, just to name a few.

Essential Functions:

The following description of the job responsibilities and standards are intended to reflect the significant responsibilities and duties of the job, but is not intended to describe duties and/or other responsibilities as may be assigned from time to time.

• Initial intake of positive and negative patient and family feedback related to experience of care
• Follow formal grievance and complaint process in accordance with SPHP policies and procedures and as outlined in CMS, DOH, JCAHO regulatory requirements.
• Conduct case reviews as necessary to bring patient and family concerns to resolution.
• Build and maintain effective working relationships with patients, physicians, employees, and visitors; in-person or on the telephone, thus promoting a positive service image.
• Compose follow up letters in accordance with policies and procedures and regulatory requirements.
• Assist patients and families by guiding them to appropriate resources.
• Provides analytic support of patient experience data, based on organizational goals.
• Provides training and support to hospital leadership for survey tools, including data analysis, and report interpretation.
• Manages the utilization of tools such as patient surveys, rounding data collection tools, etc.
• Provides on-going education related to patient experience.
• Provides training using evidence-based best practices in the field of Patient Experience

Education, Training, Experience, Certification and Licensure:

• Bachelor’s Degree
• Preferred - Minimum of 2 years’ experience within the St. Peter’s Health Partners network or another health care network.
• Experience with patients and families, either in person or over the telephone

Skills

• Working knowledge of the EPIC EMR preferred.
• Demonstrated high clinical competence and ability to work in a team situation with other professionals and carry out responsibilities with minimal supervision
• Proficiency of computers, keyboarding, and various programs (Excel (advanced knowledge preferred), Word, PowerPoint, Outlook, etc.)

Supervised By:

• Regional Manager of Patient Experience.

Pay Range: $27.15 - $34.79
Pay is based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may also vary within the stated range based on location.

Please be aware for the safety and security of our colleagues and patients all new employees are required to undergo and pass all applicable state and federally mandated pre-employment screening requirements

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.