Job Summary:

MedStar Health has an opportunity for a Patient Experience Coordinator to join our team at MedStar Georgetown University Hospital . As a Patient Experience Coordinator (PXC) , you will be responsible create a positive relationship with each patient and acts as an ambassador across entity departments by performing a variety of activities to assist leadership and the care team to meet patient needs, as well as departmental and organizational goals. Proactively rounds with patients and families and facilitates information exchange with members of the healthcare team to impact the patient experience positively. Identifies experience-related issues and finds resolutions by liaising with the healthcare team and/or other involved departments. Works with assigned teams and collaborates with the Executive Director of Advocacy and Experience to help implement improvement strategies.

Primary Duties:

• Seeks to create a positive relationship w/ each patient. Performs daily non-clinical rounding as assigned on patients and families to mitigate issues that can impact the patient experience by taking ownership to ensure a successful, positive outcome and closure in real time.
• Ensures all necessary follow-up/action items are completed, reported, and documented to close the loop.
• Seeks to integrate into the teams on assigned departments.
• Tracks and trends patient/family service concerns observed or discovered during rounds.
• Identifies system/process-related opportunities and works collaboratively with involved parties to resolve.
• Participates in, various process improvement activities, as applicable, aimed at improving the patient experience.
• Communicates and interacts with patients, families, associates, and others in a compassionate, empathetic, courteous, and respectful manner.
• Uses available data sources to identify opportunities for improvement in assigned departments and enhance the patient/family experience.
• Initiates at least one Performance Improvement initiative per assigned department each year related to patient experience

Qualifications:

• Bachelor's degree in hospitality , healthcare, communications, or performance improvement required
• 1-2 years Relevant work experience required