COORD - PATIENT EXPERIENCE

Doctors Hospital of Laredo; Laredo, Northern (TX, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Paid time off

Excellent benefit packages

401(k) with company match

Tuition reimbursement

Career development across 300+ UHS/UHS

HealthStream CEU courses

Job summary

Doctors Hospital of Laredo in Laredo, TX seeks a Patient Experience Coordinator to drive patient perception improvements through data-informed strategies and staff education. You will support service excellence initiatives, patient advocacy programs, and regulatory-compliant complaint resolution while fostering a WOW culture of care.

The role collaborates with DHL management to deploy improvement plans, monitor Press Ganey/HCAHPS metrics, and provide ongoing staff education on AIDET and service

Qualifications

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

Responsibilities

• Lead daily leadership rounding with AIDET and nursing bundle observations coaching.
• Attend rounding debriefings, compile feedback, and report progress to leadership.
• Identify nursing improvement opportunities related to bedside reports and rounds.
• Manage complaints in Midas, ensure timely follow-up and regulatory-compliant responses.
• Provide Press Ganey education and collaborate on performance improvement plans.
• Monitor patient experience scores and report trends monthly.
• Disperse comments to management, track feedback, and drive action plans.

Education

Associate's Degree

Bachelor's degree

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.