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Patient Experience Coordinator - Hospital Based Physician, Holmes Regional Medical Center, Full Time

Company: Health First
Location: Melbourne
Posted on: November 11, 2019

Job Description:

Description:To be fully engaged in providing Quality/NoHarm, Stewardship and Memorable Patient/Customer Experiences by\: providingoutstanding service to customers (patients, associates, vendors, visitors) bydelivering superior quality and effectively supporting the operations of theHospital Division ? Cape Canaveral Hospital, Palm Bay Hospital, Viera Hospitalor Holmes Regional Medical Center.?PRIMARY ACCOUNTABILITIES\: Provides professional coaching and consultation to influence hospital based physicians to deliver excellent patient experiences Complaint investigation and resolution specific to Hospital Based Physicians ?by partnering with department leadership Track and trend information ascertained from complaints ? documenting in the Safety Zone Portal Assess telephone complaints, resolving where possible or referring to the appropriate leader for follow-up as necessary Review letters of complaints specific to Hospital Based Physicians, accessing the appropriate records to help with resolution and referring to the appropriate leader as necessary Member of the Grievance Committee. Together with Risk Manager, supports grievances entered into the Safety Zone Portal or Midas that involve Hospital Based Physicians Provide consultancy to departments on challenging Customer Experience situations that involve Hospital Based Physicians Analyze Customer Experience data and data trends utilizing Press Ganey Participate in? Customer Experience meetings weekly Empower all associates by creating a culture of accountability, engagement, & a positive workplace as measured by Perceptyx Supports recommendations and action plans with Department Leaders to create an environment that fosters learning, development and positive results and outcomes Meets departmental goals Able to flex hours to provide some training and coaching for staff working night and weekend shifts??Quality/No Harm\: Prepares audit reports and recommends improvement strategies as necessary or required Assists in the development of education, training material to improve the quality of the Customer Experience Conducts engaging training classes and meetings as needed in support of key initiatives Participates in Management approved educational programs and activities related to the organizational mission to keep abreast of current trends and best practices Provide accurate and professional service to Customers, adhering to applicable department policiesCustomerExperience\: Achieve pre-determined customer experience results as measured by HCAHPS annually. Ensuring complex customer issues are resolved within established timeframes, keeping customers informed along the way. Interacting with key contacts in other areas of Health First to resolve issues, facilitating communication with customers regarding outcomes Influences accountability by validating behaviors, producing patient experience reports and developing improvement plans with leadership Leads by example through consistently role modeling the standards of behavior Provides the essential feedback senior leaders need to understand the state of current site practices and initiatives Super user of Press Ganey to create dashboards and analyze Customer Experience data and data trends Super user of the DSA Dashboard as well as training subject matter experts. Super user of Cipher rounding application or comparable application Maintaining confidentiality at all times, following departmental and organizational confidentiality Continuously coaches others on the value of optimizing systems that result in better patient care and higher patient and associate satisfaction Works closely with Leadership to ensure continuous improvement of the Customer Experience?Stewardship\:? Directs and implements Customer Experience initiatives and strategies to optimize operational performance. Manages resources (supplies & equipment) Demonstrates and utilizes Time Management wiselyQualification:QUALIFICATIONS REQUIRED\:Bachelors preferred, alternative qualification will be consideredDemonstrates excellent written, oral and interpersonal communication skillsMinimum of two years of experience in healthcareAbility to prioritize and organize to maximize values for the organizationMust be able to work independently with assertivenessMicrosoft Office (Outlook, Word, Excel, Powerpoint)Must be able to create presentations and present to leadership teamsAbility to maintain positive working relationships with all levels within the organizationAble to work flexible hours for early and/or late meetingsPHYSICAL DEMANDS\:Must be in good physical condition and without assistance must be able to lift, move or push equipment weighing up to 25 poundsMust be able to sit for two hours or more before a computer and concentrate on complex projectsAble to travel to any work location within Health First on short noticeMENTAL DEMANDS\:Must be able to continuously create a positive work environmentAbility to work and maintain composure in a stressful environmentAbility to analyze various situations and provide possible solutions to issuesMust be flexible to manage multiple assignments/priorities and handle a demanding work scheduleMust have strong interpersonal and conflict management skillsAbility to assess, interpret data and educate patients and family members of various ages and levels of understandingAbility to work with and share knowledge with leaders and associates

Keywords: Health First, Melbourne , Patient Experience Coordinator - Hospital Based Physician, Holmes Regional Medical Center, Full Time, Other , Melbourne, Florida

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