Health First Hiring for Patient Experience Coordinator, Cape Canaveral Hospital, Full Time at Cocoa Beach, FL Full Time

POSITION SUMMARY

The Patient Experience Coordinator is fully engaged in delivering Quality/No Harm, Customer Delight and Financial Stewardship by amplifying the voice of the customer. In collaboration with the Hospital Division Leadership teams, the Patient Experience Coordinator acts as a change agent to provide insight into customer experiences, identify improvement opportunities, share feedback, and assist in developing, executing, and evaluating strategies to address and improve the overall organizational excellence in customer experience.

Primary Accountabilites

• Investigates and resolves patient complaints in partnership with departmental and Hospital leaders.
• Track and trends information ascertained from complaints, documenting in the Safety Zone Portal as appropriate.
• Assesses telephone complaints, resolving them where possible or referring to the appropriate leader for follow-up as necessary.
• Reviews letters of complaint, accessing the appropriate records to help with resolution, referring to the appropriate leader as necessary.
• Serves as an active member of the Grievance Committee, collaborating with Risk Management to support grievances entered in the Safety Zone Portal.
• Provides consultancy to departments on challenging customer experience situations; assesses opportunities to increase efficiency, improve medical staff performance and enhance customer delight.
• Analyzes hospital customer experience data, working closely with leadership and actively participating in established committees, to identify opportunities and barriers and monitor implemented process enhancements to continuously improve the customer experience.
• Empowers all associates through coaching, collaboration and sharing of best practices to create a workplace culture that fosters learning and development, accountability, engagement, and positivity.
• Updates leadership on customer experience initiatives and progress as measured through HCAHPS, ED CAHPS and OAS CAHPS. Research customer experience measures in Value Based Purchasing and CAHPS, to prepare Hospital Division leadership for success.
• Provides insights and data trends to support and inform customer experience innovation projects and align external customer experience measurements with operational initiatives to deliver against complex patient needs and business requirements.
• Assists with associate engagement and Team Lavender activities.
• Conducts daily leader rounds and/or associate observations and then escalates issues or recognition opportunities to the applicable leader.

Qualifications

MINIMUM QUALIFICATIONS

• Education: Bachelor’s Degree preferred; alternative qualification will be considered
• Work Experience: Minimum three (3) years of experience in healthcare, patient relations, or customer service
• Knowledge/Skills/Abilities:
• Excellent communication skills, both written and oral
• Excellent interpersonal skills including team building, individual and group performance improvement, and crucial conversations
• Ability to analyze and interpret patient satisfaction and other organizational performance data
• Must be self-directed with excellent problem solving and critical thinking skills
• Possess a professional demeanor, service, goal and detail oriented, compassionate, and organized
• Ability to maintain positive working relationships with all levels within the organization
• Ability to flex work hours for early and/or late meetings/rounding
• Proficient in Microsoft 365 – Outlook, Word, Excel, PowerPoint, Teams
• Facilitate meetings and present information and data

PHYSICAL REQUIREMENTS (Moderate)

• Physically agile; may require walking, standing running, bending, stooping, kneeling, climbing or crouching frequently
• Medium work that may include lifting or moving objects up to 50 pounds of force occasionally, with or without assistance
• May require moving self in different positions to accomplish tasks in various environments including tight and confined spaces, including reaching out and above shoulders or over head
• May lift, turn, pull, push, or ambulate people and/or equipment with or without assistance up to 90% of the assigned shift
• May be exposed to inside and outside environments with varied temperatures, air quality, lighting and/or low to loud noise
• May require working with biohazards such as blood/body fluids and airborne particles following OSHA and CDC Guidelines.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks
• Workspace may vary from open to confined; on site or remote
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle

Job

Patient / Nursing Support

Organization

Cape Canaveral Hospital

Primary Location :

United States- Florida – Brevard County- Cocoa Beach

Schedule

Full-time

Shift Times

8:00 am – 4:30 pm

Job Level

Associate