Patient Experience Coordinator

Position Summary

The Patient Experience Coordinator is responsible for monitoring and analyzing organization-wide programs and experience data to ensure all aspects of the patient/customer experience at MCH meet the highest standards. Expected to create a culture around Integrity, Customer Focus, Accountability, Respect and Excellence (I CARE) values that address the emotional and physical experience for the patient/customer, and recognize the central role that employees play in delivering an exceptional patient/customer experience.

Responsibilities

• Leadership in planning, training, directing, monitoring, and evaluating patient/customer expectations
• Monitoring patient satisfaction data and HCAHPS Data
• Creating educational content around the experience of care
• Rounding on patients
• Coordinating and teaching patient experience skills labs

Qualifications

• Licensed Vocational Nurse (LVN) and/or Bachelor degree required upon hire or transfer
• Experience in patient/customer service activities and three (3) years' experience in the health care field preferred
• Must obtain a Lean Six Sigma Green Belt within the first ninety (90) days of hire
• Requires ability to solve problems, organizational and planning skills, ability to extract and interpret data from various sources
• Mid-level knowledge of computers and literate with Microsoft Office, Outlook, Excel

Working Conditions

• Potential for frequent interruptions
• Sitting for long periods of time is often required
• Extended periods of walking
• Potential for stressful situations and for long hours