Summary

The Patient Experience Coordinator reports to the Director of Quality Performance and Patient Safety and is dedicated to improving the patient and family experience through the investigation of complex patient/family complaints, concerns, and other feedback received at Concord Hospital. Complaints and grievances include, but are not limited to, the care provided by physicians and other health care professionals. Cases may include potential liability and quality of care issues. A good understanding of Concord Hospital’s policies and procedures is essential. Problems encountered are often of a high level of complexity and require excellent interpersonal, problem-solving skills and the ability to work with cross functional teams across the organization. The scope of these duties includes inpatient and outpatient services for all locations within the Concord Hospital health system.

Collaboration across Concord Hospital Quality Performance and Patient Safety, Patient and Financial Services, and Risk Management is required on a frequent basis for complex medical legal issues. In addition to addressing patient concerns/issues, the Patient E Coordinator assists staff in diffusing difficult or volatile patient situations. Innovative and creative problem solving must be used to achieve resolution of patient inquiries as well as the ability to resolve conflict with challenging patient and family situations.

Education

Minimum: Bachelor's degree in Business Administration, Nursing, Social Work, or other health care related field.

Preferred: Master’s degree in Business Administration, Nursing, Social Work or other health care related field.

Certification, Registration, and Licensure

Obtain Certified Professional in Patient Safety, Certified Patient Experience Professional designation or equivalent within 4 years of hire.

Experience

Minimum: Two (2) years patient contact, health care related experience and two (2) years experience working in conflict resolution/investigation.

Preferred: Four (4) years patient contact, health care related experience and two (2) years experience working in conflict resolution/investigation.

Responsibilities

• Serves as a representative of Concord Hospital in providing a patient centered approach to unsolicited feedback to fulfill the mission of Patients First.
• Interacts with patients, families and visitors using communication and actions that support Concord Hospital Service Behaviors.
• Investigates patient complaints and grievances and refers caregiver misconduct and discrimination allegations to the appropriate resources.
• Provides mediation for complex situations throughout the organization.
• Performs case investigation which includes but is not limited to issue clarification through interviews with patients and families, medical record review, policy and procedure review, interviews with hospital staff and physicians, consultation with Risk Management, administration, and other involved departments.
• Maintains a patient and family centered approach (working in partnership with patients and families on an individual and system level) when reviewing complaints and grievances or feedback to improve our organization.
• Strives to achieve resolution of complaint/grievance at the most appropriate level within the organization structure which requires significant interaction at staff, supervisory, department head and clinical/administrative levels.
• Partners with leadership to create action plans around patient complaint investigation/reviews and related quality improvement.
• Communicates action to patients, families, and staff who are involved or will be affected by the results of the investigation.
• With assistance from the Director of Quality Performance and Patient Safety, initiates corrective action as appropriate.
• Complies with all regulations including CMS Conditions of Participation and Concord Hospital’s policies regarding responding to patient/family complaints and grievances.
• Participates in staff orientation and education programs.
• Keeps abreast of trends in Patient Experience best practices.
• Takes ownership and responsibility for individual performance goals.

Required Skills, Knowledge, and Abilities

• Excellent oral and written communication skills. Must demonstrate excellent writing skills including the ability to synthesize the facts of an investigation and respond with compassion to patients on behalf of the organization.
• Excellent analytical skills, including medical record review/analysis, investigate of quality of care complaints and synthesize facts to follow up on related patient complaints and related safety issues.
• Excellent case management skills: ability to manage a high caseload while providing excellent documentation and timely responses to meet regulatory timelines.
• Must possess excellent interpersonal, conflict resolution and problem-solving skills while working in a fast-paced environment.
• Strong computer skills including word processing, email, calendar and data base, and departmental specific software.
• Sensitivity to issues of diversity and demonstrates cultural competence.
• Ability to work effectively with individuals under stress.
• Ability to work collaboratively with managers, faculty and staff throughout the organization.
• Ability to work independently and be resourceful when navigating complex situations as well as be an effective and respectful team member.

Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.

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Applicants to and employees of this company are protected under federal law from discrimination on several bases. Follow the link above to find out more.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269.

Physical and Work Requirements

The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Dictionary of Occupational Titles Material Handling Classification is LIGHT. The employee must regularly lift, carry or push/pull less than 10 pounds, frequently lift, carry or push/pull up to 10 pounds, and occasionally lift, carry or push/pull up to 20 pounds.

The employee is frequently required to perform activities that require fine motor skills, sit, and speak. The employee is occasionally required to bend, climb, do repetitive motion, hear, kneel, reach, squat, stand, and walk.

Specific vision abilities required by this job include color vision, depth perception, far vision, near vision, and peripheral vision.

The employee is occasionally exposed to airborne contaminants, airborne pathogens, bloodborne pathogens, non-weather related heat or cold, slippery surfaces, and variable weather conditions.

The noise level in the work environment is usually moderate.