Quality & Patient Experience Coordinator – Quality Department

Position Summary

The Quality & Patient Experience Coordinator provides analytical and technical support to the Quality Department by coordinating patient experience initiatives, complaint management, quality reporting, data validation, and performance improvement activities. The position serves as the primary coordinator for patient experience while supporting quality reporting and improvement efforts, and assists with data collection, reporting, survey readiness and committee support.

Essential Functions And Responsibilities

Patient Experience Coordination

• Coordinate the Patient Experience Program for the hospital and Rural Health Clinic.
• Serve as the primary contact for compliments, concerns, and routine complaints.
• Coordinate complaint investigations with department leaders.
• Escalate grievances to the Quality Manager and/or Risk & Compliance Officer.
• Maintain complaint and compliment database.
• Analyze trends and support service recovery initiatives.

Patient Satisfaction & Service Excellence

• Monitor Press Ganey, HCAHPS, ED, and clinic patient satisfaction data.
• Prepare patient experience dashboards for review.
• Work with departments on improvement plans.
• Support patient experience education.

Quality Reporting & Data Validation

• Assist with MBQIP, eCQM, Promoting Interoperability, and clinic quality reporting.
• Validate quality data prior to submission.
• Perform chart audits and data abstraction.
• Investigate reporting discrepancies.
• Prepare dashboards and reports for Quality Manager review.

Performance Improvement Support

• Support QAPI initiatives.
• Collect and analyze quality data.
• Assist departments with improvement projects.

Regulatory Support

• Maintain documentation supporting quality reporting.
• Support survey documentation as assigned.
• Maintain confidentiality.

Required Education & Experience

• High School Diploma, G.E.D. or equivalent experience
• Experience with healthcare quality reporting and patient experience or equivalent combination of education and experience.
• Strong communication, organization, and analytical skills.
• Experience with Microsoft Office and electronic health records.

Preferred Qualifications

• Knowledge of Critical Access Hospital, Rural Health Clinic quality programs.
• CPHQ certification or willingness to obtain within two years of hire date.
• Experience in the practice of Six Sigma, Lean, and AIDET Methodologies.

About Blue Mountain Hospital District & Grant County

The Blue Mountain Hospital District (BMHD) is located in Grant County, Oregon, at the heart of the John Day River, in beautiful, rural, Eastern Oregon. Our District is comprised of a Critical Access Hospital (CAH), Family & Rural Medicine Clinic, Home Care and Hospice, Emergency Medical Services, an Intermediate Care Center and all of the supporting ancillary departments necessary to care for the health and wellness of our community. Our District spans from John Day to Prairie City, nestled in a valley surrounded by the Blue Mountains. The Strawberry Mountain Range and John Day River Valley offer a variety of outdoor activities, from abundant hiking, mountain biking, and horseback riding trails to high and low lakes and ponds. Our area is known to be a "go to" place not just for recreation, but also for big game hunting and fishing. Join our family-like team and settle into a lifestyle that is hard to beat!

For more information on our area, visit our Grant County Chamber of Commerce page at: https://www.gcoregonlive.com/

Schedule: Full Time

Job Location: Blue Mountain Hospital, John Day, OR (On-site)