Coordinator Patient Experience - Quality Management

CHRISTUS Health; Tyler (TX); On-site; USD 52,000 - 75,000; Full time

Job summary

CHRISTUS Health is seeking a Coordinator of Patient Experience to support action plans that improve patient satisfaction by analyzing engagement surveys, complaints, and grievances to drive improvements in care delivery.

The role collaborates with hospital leadership and multi-disciplinary teams to implement environment and process changes, using PDSA and HRO methods, and reports on performance to leadership.

Qualifications

• 1 year of education, customer service, or process improvement experience preferred.
• Experience in supporting multi-functional teams required.
• Experience in a healthcare setting is required.
• High School diploma or equivalent is required.

Responsibilities

• Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Supports the overall hospital program to achieve excellent patient experience in all areas; utilizes improvement programs based on identified patient experience needs.
• Champions departments on initiatives designed to improve the patient experience either through behavior change, process improvement, or environmental factors.
• Supports hospital leadership for making measurable improvements in patient experience satisfaction measures and achievement of CHRISTUS targets and goals with respect to patient opinion and services.
• Coordinates problem investigation, resolution, response, and prevention from data derived from surveys, complaints, and grievances.
• Coordinates the program to meet the regulatory requirements for complaints and grievances documentation and response for the hospital.
• Supports leadership in multi-disciplinary teams to manage initiatives related to the patients’ experience.
• Promotes patient experience with hospital and unit-based action plans.
• Under the direction and guidance of the Director of Quality Management, provides reports on patient experience presentations for hospital leadership.
• Uses PDSA and HRO performance improvement techniques to support process improvement.
• Must have excellent communication skills (written, verbal, and listening).
• Must have excellent interpersonal and organizational skills.

Skills

Communication

Customer service

Process improvement

Education

High School diploma

Job description

Summary

In a High-Reliability Organization, the Coordinator of Patient Experience is responsible for the support of action plans to drive behavior change, process improvement, and environment changes based on patient experience data, to optimize care delivery, and achieve best-in-class patient satisfaction. The Coordinator will utilize data from patient engagement surveys, complaints, and grievances to support process improvement in the hospital to meet national metric benchmarks for patient experience in the hospital.

Responsibilities

• Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Supports the overall hospital program to achieve excellent patient experience in all areas; utilizes improvement programs based on identified patient experience needs.
• Champions departments on initiatives designed to improve the patient experience either through behavior change, process improvement, or environmental factors.
• Supports hospital leadership for making measurable improvements in patient experience satisfaction measures and achievement of CHRISTUS targets and goals with respect to patient opinion and services.
• Coordinates problem investigation, resolution, response, and prevention from data derived from surveys, complaints, and grievances.
• Coordinates the program to meet the regulatory requirements for complaints and grievances documentation and response for the hospital.
• Supports leadership in multi-disciplinary teams to manage initiatives related to the patients’ experience.
• Promotes patient experience with hospital and unit-based action plans.
• Under the direction and guidance of the Director of Quality Management, provides reports on patient experience presentations for hospital leadership.
• Uses PDSA and HRO performance improvement techniques to support process improvement.
• Must have excellent communication skills (written, verbal, and listening).
• Must have excellent interpersonal and organizational skills.

Job Requirements

Education/Skills

• High School diploma or equivalent required.

Experience

• 1 year of education, customer service, or process improvement experience preferred
• Experience in supporting multi-functional teams required
• Experience in a healthcare setting is required

Licenses, Registrations, or Certifications

• None required

Work Schedule

8AM - 5PM Monday-Friday

Work Type

Full Time