COORD - PATIENT EXPERIENCE

Universal Health Services, Inc.; Laredo (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(K) with company match

Discounted stock plan

Tuition Reimbursement

HealthStream online learning

Career development opportunities

Job summary

Universal Health Services, Inc. is seeking a Patient Experience Coordinator in Laredo, TX. This role partners with DHL management to implement patient experience strategies, educate staff on AIDET and Service Excellence, and manage patient satisfaction initiatives.

You will monitor Press Ganey metrics, coordinate improvement actions, and ensure timely resolution of patient concerns, strengthening patient-provider relationships across the system.

Qualifications

• RN License required.
• Associate's Degree required; Bachelor's preferred.
• Minimum 5 years' experience in consumer advocacy, patient relations or related field preferred.
• Demonstrated experience with patients and families.
• Previous clinical experience
• Progressive leadership experience required.
• BLS/ACLS required.

Responsibilities

• Collaborate with DHL management to identify and monitor patient experience strategies.
• Utilize patient experience data resources to drive process improvements.
• Serve as education resource specialist for staff and volunteers (AIDET, Service Excellence, Service Recovery).
• Manage Patient Satisfaction database and patient/family advocacy programs.
• Provide Press Ganey education and assist in action plan development for performance improvement.
• Monitor patient experience scores and report trends monthly.
• Disperse comments to management and track feedback to generate action plans.

Skills

Patient relations

Leadership

Communication

Data analysis

Regulatory compliance

Education

Associate's degree

Bachelor's degree

Tools

Midas

Press Ganey database

Job description

Responsibilities

Doctors Hospital of Laredo, in Laredo, TX, is a 183-bed acute care facility that offers a range of medical services. You'll feel a difference when you walk in our doors. There's pride in the care we deliver and a commitment to serving Laredo's growing healthcare needs.

To learn more visit https://www.doctorshosplaredo.com

JOB SUMMARY:

The Patient Experience Coordinator functions collaboratively with members of DHL management to identify and monitor patient experience strategies. Utilizes patient experience data collection resources and feedback to facilitate processes resulting in improvement of patient perception. This role will serve as education resource specialist to facilitate offerings for new and existing staff and volunteers including, but not limited to AIDET, Service Excellence, Service Recovery, Patient Satisfaction database management, and Patient and Family Advocacy Program for DHL. Drive operational improvements through teams using performance improvement tools. Foster driving a WOW culture that allows every patient to feel extraordinary care by the DHL team!

Essential Job Functions:

• Daily Leadership Rounding with AIDET and nursing bundle observations/coaching. Monitor leadership rounding feedback
• Attend leadership rounding debriefing meeting. Compile feedback, track and trend feedback- report weekly to leadership. Create action plans based on feedback. Review action plan progress weekly.
• Support nursing leadership with identifying improvement opportunities related to nursing bundle components: Bedside shift report, Intentional Rounding, Individualized Care, and Discharge Phone calls.
• All complaints placed into Midas. Disperse to management staff for follow up. Responsible for ensuring timely issue identification and resolution, including formulating written responses to grievances in compliance with regulatory requirements. Additionally, the Patient Advocate is responsible for the accurate and timely management of information for reporting to oversight and regulatory bodies. This position is designed to strengthen, personalize and enhance relationships between the patient and the organization
• Provide Press Ganey education and access for DHL. Collaborate with directors to create action plans for performance improvement for areas below the 80th percentile with monthly updates
• Monitor patient experience scores weekly/monthly: identify improvements, decreases, trends in Press Ganey and HCAHPS. Report data trends monthly.
• Disperse all comments to Management staff regularly. Track and trend comment feedback monthly. Identify improvement needs based on comments- create action plans and review process monthly

Benefit Highlights

• Challenging and rewarding work environment
• Competitive Compensation & Paid Time Off
• Excellent Benefit Packages
• 401(K) with company match and discounted stock plan
• Tuition Reimbursement
• Career development opportunities across UHS and its 300+ locations!
• HealthStream online learning catalogue with plenty of free CEU courses
• More information is available on our Benefits Guest Website: uhsguest.com.

About Universal Health Services

One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. During the year, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; and listed in Forbes ranking of America’s Largest Public Companies. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com

Qualifications

MINIMUM QUALIFICATIONS:

• RN License required
• Associate's Degree required Bachelor's preferred
• Minimum 5 years' experience in consumer advocacy, patient relations or related field preferred
• Demonstrated experience with patients and families.
• Previous clinical experience
• Professional experience that demonstrates a progressive leadership background
• BLS/ACLS required

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

We believe that diversity and inclusion among our teammates is critical to our success.