Patient Experience Coordinator Fulltime Rotating

Description

Baylor Scott & White Medical Center - Sunnyvale is an acute care hospital serving the communities in and around Sunnyvale, Texas. We strive to make the lives of our patients and their families better at every interaction. Our Team Members live out this passion in their daily roles as we support their career and personal goals.

We are located just minutes east of Dallas and south of Garland / Rowlett on Hwy 80 at Collins Road in Sunnyvale. Many team members live in Forney, Mesquite, Garland, Balch Springs, and Rockwall areas with a short commute.

Our work environment includes:

• Modern Office Setting
• On-Site Cafe' and Coffee Bar (Payroll Deduction available)
• Collaborative Teams
• Team Member engagement opportunities
• Competitive pay
• Benefits provided based on your work assignment (Full-time, Part-time, or PRN)

Baylor Scott & White Medical Center - Sunnyvale is seeking a Patient Experience Coordinator to be responsible to model the Expected Behaviors for Patient Centered Care, and to investigate, resolve, document, and report patient and visitor compliments and concerns to leadership and staff; monitor patient experience scores for trends and opportunities; serve as the facility champion for CAHPs initiatives. This person works collaboratively to develop, implement, and participate in patient experience and patient relations initiatives. Provides monthly status updates/reports on process improvement initiatives and outcomes related to patient experience to leadership. This team member may be delegated additional responsibilities or special assignments.

What your day will look like:

• Models the Expected Behaviors for Patient Centered Care and is passionate about the patient experience
• Assists in continuous Patient Experience processes as the facilitator/coach.
• Ensures all necessary follow-up/action items are completed, reported and documented in order to close the loop.
• Able to work as a team member, and encourage and promote a culture of caring.
• Serves as recording secretary for the Patient Experience section of meeting minutes.
• Assists in the aggregation and analyzing of Patient Experience data and report’s findings to the appropriate committees.
• With the support of the regional Patient Experience Director, conducts routine analysis of patient experience outcomes. Analyzes CAHPs and patient experience survey data, patient/visitor complaints, and grievances. Collaborates with leadership, physicians, and staff on a regular basis to ensure optimal patient experience.
• Tracks and trends patient/visitor service concerns. Identifies system/process-related opportunities through data and works collaboratively to resolve. Leads, and participates in, various process improvement activities, as applicable, aimed at improving the patient experience.
• Performs routine clinical and non-clinical rounding for patients and families to improve the patient experience. Communicates and interacts with patients, families, staff, and others in a compassionate, empathetic, courteous, and respectful manner.
• Investigates patient/visitor concerns and works with all applicable parties to bring them to resolution.
• Maintains regulatory and compliance requirements for the facility, including CMS Conditions of Participation and Joint Commission Standards, as they relate to patient complaints.
• Consults with leaders in the development of strategies to improve the patient experience; identifies best practice and opportunities for improvement, and works collaboratively with leaders and staff. Assists with staff education on improving patient experience opportunities.
• Provides strong knowledge of best practices, service improvement, and problem-solving to improve the patient experience.

Success Factors:

• High school Diploma/GED equivalent.
• Current AHA BLS Certification.
• Has two years related experience and/or training, or equivalent combination of education and experience.
• Demonstrates basic computer skills.
• Demonstrates the ability to work as a team member and to communicate directly and professionally. Is flexible, reliable, productive, patient-oriented, and self-motivated. Maintains professional conduct and appearance.