Patient Experience Coordinator

All the benefits and perks you need for you and your family:

- Benefits from Day One

- Paid Days Off from Day One

- Student Loan Repayment Program

- Career Development

Our promise to you:

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift : Days

Location: 501 Redmond Road, Rome, GA 30165

The community you'll be caring for: AdventHealth Redmond

• Rome's historical markers help document the city's history and gives insight into the culturally rich heritage.

• Population- 36,332 (2019 census)

• Developed s a regional center for the fields of medical care and education

• In addition to its public-school system, it has several private schools. Higher-level educational institutions include private Berry College and Shorter University, and the public Georgia Northwestern Technical College and Georgia Highlands College.

• Largest city near the center of the triangular area defined by the Interstate highways between Atlanta, GA, Birmingham, AL, and Chattanooga, TN.

The role you'll contribute:

1. Monitors patient experience data collected by Press Ganey, including HCAHPS and ED scores, physician and provider scores, and comments

2. Prepares and distributes reports to leadership on a regular basis. Provides feedback to leadership regarding the data to help identify opportunities for improvement

3. Maintains regular contact with patients and staff through daily rounding

4. Ensures that all appropriate radiology outpatients are rounded on daily

5. Looks for opportunities to "wow" patients during their visit

6. Provides support to Patient Relations and Risk Management by receiving patient complaints and grievances

7. Works with appropriate leaders to resolve concerns immediately by investigating concerns and developing an appropriate service recovery response

8. Appropriately documents patient interactions, activities and results of service recovery program

9. Shares documentation with appropriate leadership

10. Supports staff engagement efforts through the management of reward and recognition programs surrounding positive patient experience

11. Lead the department in Patient Experience Initiatives

12. Coordinates new employee Patient Experience orientation and expectations

13. Provides ongoing customer service training to all staff

14. Works with leaders to identify priorities and departmental outcome goals

15. Provides support to individual departments/modalities to collect and analyze patient feedback

16. Helps to ensure consistent reporting practices among departments in regards to outpatient survey results

17. Manages Patient Experience Program goals and objectives

18. Develops plans for ongoing program evaluation and development to improve the patient experience

19. Assists in maintaining a focus on patient experience through weekly leadership meetings and communication

20. Serves as a role model and leader for customer service

21. Provides communications support and performs other duties as assigned or requested

22. Conducts post-discharge phone calls to patients for follow-up

Qualifications
EDUCATION AND EXPERIENCE REQUIRED:

• High School diploma

• Must have knowledge of patient care and patient problems

• Minimum of three years experience required in a healthcare setting in communications, public relations, education or patient care field

---