Experience Coordinator - Patient Experience - FT - Day

Stormont-Vail HealthCare; Topeka (KS); On-site; USD 48,000 - 64,000; Full time

Job summary

Stormont Vail Health is seeking an Experience Coordinator to manage patient concerns and service recovery across departments. The role emphasizes empathetic, relationship-centered communication and timely resolution of complaints in both outpatient and inpatient settings.

The position requires a health-related Bachelor's degree and at least 3 years of healthcare or customer service experience, along with strong writing and collaborative skills to drive improvement efforts and regulatory

Qualifications

• Bachelor's degree in a health-related field is preferred.
• 3 years healthcare or customer service experience required.
• Strong written communication and relationship-centered care skills are required.

Responsibilities

• Primarily responsible for direct collaboration and consultation with all Stormont Vail departments to enhance the patient experience.
• Receive, track, and document patient communications into the grievance system and follow up to exceed expectations.
• Work with frontline staff to identify and implement experience improvements and proactive education.
• Participate in regular experience rounding to identify issues.
• Support department directors in resolving concerns within designated timeframes.
• Be knowledgeable of Advance Directives, Patient Bill of Rights, and applicable laws and standards.
• Refer to appropriate department when a potential liability or HIPAA issue arises.
• Oversee all aspects of the patient voting process and maintain notary certification.

Skills

Written communication

Relationship-centered care

Active listening

Empathy

Conflict resolution

Facilitation

Problem solving

Crisis intervention

Leadership and collaboration

Education

Bachelor's Degree health related field

Tools

Electronic Medical Records (EMR)

Job description

Position Status:

Full time Shift:

First Shift (Days - Less than 12 hours per shift) (United States of America)

Hours per week: 40

Job Information

Exemption Status: Non-Exempt

A Brief Overview

The Experience Coordinator is accountable to and receives guidance from the Experience Director. Responsible to maintain effective collaborative relationships with physicians, administrators, staff, patients and their families - up, down and across Stormont Vail Health. This position will also be responsible for working collaboratively with assigned support and medical departments/units to manage proactive work - service recovery, complaint, and grievance work duties. The Experience Coordinator collaborates with departments and divisions (physicians, operational leaders and frontline staff) in responding to patient concerns that are received via letter, website, comment card, in-person or telephone. Serves as a liaison between customers, patients and/or their families and Stormont Vail Health (i.e., support, clinical departments, and administration) and provides insight and information as it relates to service recovery and complaint management processes. Provides a specific channel through which patients can seek solutions to problems, concerns, and unmet needs, in both outpatient and inpatient settings. These concerns are frequently emotionally charged and complex in nature requiring investigative work on the part of the Experience Coordinator. The emotionally charged nature of this work requires empathic and relationship-centered communications with patients and families including face-to-face meetings, phone calls, and letter correspondence. As follow-up to the initial intake from patients and families, there is investigative work to research patient complaints, professional correspondence with SVH Physician and Administrative leadership, resolution coordination, and professional-level documentation summarizing the case and resolution within the complaint management system. This work requires an understanding of associated regulatory and legal requirements and proficiency with all patient-related electronic medical record applications. In addition, requires broad organizational awareness to identify trends throughout the organization.

Education Qualifications

Bachelor's Degree health related field. Preferred

Experience Qualifications

• 3 years Healthcare, Customer Services or related experience. Required

Skills and Abilities

• Requires strong written communication skills and relationship-centered care or interpersonal skills: listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, and problem solving and crisis intervention. (Required proficiency)
• Must be able to gain a very in-depth knowledge base of the Stormont Vail Health and its operations. (Required proficiency)
• Must demonstrate leadership/collaboration ability to provide guidance to other Stormont Vail Health staff to lead improvement efforts. (Required proficiency)

What you will do

• Primarily responsible for direct collaboration and consultation with all Stormont Vail departments in effort to enhance the patient's experience.
• Receive, track, and deliver patient communication from all access point (Website/Mychart/etc.) into the grievance system. Follow up and document on all patient contacts with the intentions of exceeding patient's expectation in the grievance system.
• Work closely with front line staff to identify, plan, design and implement experience improvement. The focus is on proactive work including continuous education and training, consultation, and improvement activities.
• Actively participates in regular experience rounding in order to identify any issues, which need to be addressed from the organizations perspective.
• Support/assist department directors in resolving concerns in a designated timeframe.
• Knowledgeable of Advance Directives, Patient Bill of Rights, including any federal or state laws pertaining to these issues, as well as any pertinent Joint Commission (TJC) or other regulatory standards are being met.
• Refer to appropriate department when a possible liability or HIPAA violation is introduced.
• Oversee all aspects of the patient voting process.
• Maintains notary certification.

Travel Requirements

10% As necessary to other Stormont Vail locations.

Required for All Jobs

• Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
• Performs other duties as assigned

Patient Facing Options

Position is Not Patient Facing

Remote Work Guidelines

• Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.
• Stable access to electricity and a minimum of 25mb upload and internet speed.
• Dedicate full attention to the job duties and communication with others during working hours.
• Adhere to break and attendance schedules agreed upon with supervisor.
• Abide by Stormont Vail's Remote Worker Poli