Patient Experience Coordinator

Job Summary:

The Patient Experience Coordinator (PXC) seeks to create a positive relationship with each patient, and acts as an ambassador across MWHC departments by performing a variety of activities to assist leadership and the care team to meet departmental and organizational goals. Proactively rounds on patients and families and facilitates information exchange with members of the healthcare team to positively impact the patient experience. 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 Director of Patient Experience to help implement improvement strategies.

Join one of the largest healthcare systems in the Baltimore-Washington metro region, also recognized as one of the \"Healthiest Maryland Businesses\". Apply today and learn how MedStar Health can be your next great career move!

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 negatively impact the patient experience by taking ownership to ensure a successful 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.

• Consults with department leaders in the development of strategies to improve the patient experience; identifies best practice and opportunities for improvement and works collaboratively with Patient Experience leaders and associates.

• Assists with associate education related to service excellence and patient experience.

• Exhibits strong knowledge of best practices, service improvement, and problem-solving to improve the patient experience.

• Collects, analyzes, prepares survey data results and recommends improvement strategies in collaboration w/ Patient Experience leadership.

• Attends assigned departmental meetings/huddles as necessary to provide patient experience expertise . Seeks to integrate into assigned departments

• 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:

• High School Diploma or GED required .

• Associates degree preferred.

• 3-4 years of progressively more responsible job-related experience required .

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