Coordinator Patient Experience - Patient Associate Experience

Description Summary

The Coordinator of Patient Experience supports action plans to drive behavior change, process improvement, and environment changes based on patient experience data, optimizing care delivery and achieving best-in-class patient satisfaction in a High-Reliability Organization.

Responsibilities

• Supports the overall hospital program to achieve excellent patient experience in all areas; utilizes improvement programs based on identified patient experience needs.
• Champions departments on initiatives designed to improve the patient experience either through behavior change, process improvement, or environmental factors.
• Supports hospital leadership for making measurable improvements in patient experience satisfaction measures and achievement of CHRISTUS targets and goals with respect to patient opinion and services.
• Captures problem investigation, resolution, response, and prevention from data derived from surveys, complaints, and grievances.
• Captures the program to meet the regulatory requirements for complaints and grievances documentation and response for the hospital.
• Promotes patient experience with hospital and unit-based action plans.
• Provides reports on patient experience presentations for hospital leadership under the direction and guidance of the Director of Quality Management.
• Utilizes PDSA and HRO performance improvement techniques to support process improvement.

Job Requirements

• High School diploma or equivalent required.
• Associate degree preferred.
• Experience in education, customer service, or process improvement experience preferred.
• Experience in supporting multi-functional teams required.
• Experience in a healthcare setting is required.