<p>Department</p> <p>CUSTOMER SERVICES & PAT EXPER - 108308</p> <p>Worker Sub Type</p> <p>Regular</p> <p>Work Shift</p> <p>Pay Grade</p> <p>116</p> <p>Job Description</p> <p>The Patient Experience Coordinator acts as the champion to promote a culture of service excellence, compassion and accountability to embrace and deliver an exemplary patient, clinician and visitor experience that positively impacts outcomes. This leader is an integral member of the leadership team and is focused on developing patient and family centered care/patient experience best practice and strategies. May be responsible for Patient Relations and greeters. Responsible for ensuring employee education and training to meet performance objectives. Understand the patient experience data analytics and able to communicate the impact and plan for improvement.</p> <p>Responsibilities include: patient advocate; letters of response to patients - work in collaboration with risk manager; round proactively on patients - patients who nurse leaders designate; support SR approach of Climbing Mountains Together - provide communication of support and coordinate Linkage Grid efforts and completion; actively round and conduct purposeful AIDET audits with feedback to staff; assist with discharge phone calls - ED and IP; follow up on service alerts regarding patient experience (assist leader and RM); conduct patient and family focus groups for enhanced experience opportunities/provide follow-through on actionable items (approved by Director of Quality); incorporate best practices of Beryl Institute, IHI, successful hospital programs (approved by SR SMT/VP SR Patient Experience); collaborate and align with Senior Leaders - like principles and Studer principles - communication with staff and leaders; develop and implement standard practices for Southern Region service recovery or proactive tactics to deliver an exceptional experience - collaborate with SR Senior Lean Management Engineer and VP SR Patient Experience; assist with LDI session development and successful measurement of linkage grid execution; monitor data analytics regarding the patient experience and able to communicate impact and plan for improvement; audit and coach nurse leader rounding and other LDI linkage grid requests and track for success.</p> <p>Education</p> <p>Bachelors required</p> <ul> <li>or fifteen years healthcare experience in an organization focused on improving quality, safety or service/customer experience/patient relation required </li></ul> <p>Experience</p> <p>Five years overall work experience in an organization focused on improving quality, safety or service/customer experience/patient relation required</p> <p>Certification & Licensures</p> <p>Certified Patient Experience Professional (CPXP) preferred</p> <p>Qualifications</p> <ul> <li>Excellent verbal, telephone and written communication skills required • Ability to demonstrate a commitment to service, organization values and professionalism • Ability to coach leaders, associates, and physicians to improve the patient and associate performance required. • Ability to round on patients, observe staff, coach staff to improve the patient experience required • Ability to serve as content expert and resource to help teach orientation and leader classes required • Ability to track and trend results from designated experience measurement vendors required • Ability to work closely with Leadership to drive the strategy for patient experience required • Proven change management results required • Experience or interest with new technologies, innovations that humanize care delivery required </li></ul> <p>FLSA Classification</p> <p>Exempt</p> <p>Physical Demands</p> <p>3 A Administration</p> <p>Benefits</p> <p>At Valley Health, we believe everyone is a caregiver, and our goal is to create an environment where our caregivers thrive physically, financially, and emotionally. In addition to a competitive salary, our most popular benefits for full-time employees include:</p> <ul> <li>A Zero-Deductible Health Plan </li><li>Dental and vision insurance </li><li>Generous Paid Time Off </li><li>Tuition Assistance </li><li>Retirement Savings Match </li><li>A Robust Employee Assistance Program to help with many aspects of emotional wellbeing </li><li>Membership to Healthy U: An Incentive-Based Wellness Program </li></ul> <p>Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development. In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more.</p> <p>To see the full scale of what we offer, visit valleyhealthbenefits.com.</p>