Experience Coordinator - Patient Experience - FT - Day

100 Stormont-Vail HealthCare, Inc.; United States; Hybrid; USD 52,000 - 72,000; Full time

Job summary

Stormont Vail Health is seeking an Experience Coordinator to serve as a liaison between patients, families, and hospital departments. The role entails managing proactive service recovery, complaints, and grievances across outpatient and inpatient settings, with investigations, documentation, and regulatory awareness.

You will collaborate with physicians, administrators, and frontline staff to identify trends, coordinate resolutions, and improve the overall patient experience while maintaining

Qualifications

• 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.

Responsibilities

• Direct collaboration and consultation with all Stormont Vail departments to enhance the patient experience.
• Receive, track, and deliver patient communication from all access points into the grievance system.
• Follow up and document on all patient contacts to exceed expectations in the grievance system.
• Work closely with front line staff to identify, plan, design and implement experience improvement.
• Focus on proactive work including education, consultation, and improvement activities.
• Participate in regular experience rounding to identify issues from the organization's perspective.

Skills

Strong written communication

Relationship-centered care

Leadership/collaboration

Education

Bachelor's degree in health-related field

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

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 Policy and will review and acknowledge the Remote Work Agreement annually.

Remote Work Capability

• Hybrid Scope
• No Supervisory Responsibility
• No Budget Responsibility
• No Budget Responsibility

Physical Demands

• Balancing: Occasionally 1-3 Hours
• Carrying: Occasionally 1-3 Hours
• Climbing (Stairs): Rarely less than 1 hour
• Driving (Automatic): Rarely less than 1 hour
• Eye/Hand/Foot Coordination: Frequently 3-5 Hours
• Feeling: Occasionally 1-3 Hours
• Grasping (Fine Motor): Occasionally 1-3 Hours
• Grasping (Gross Hand): Rarely less than 1 hour
• Handling: Rarely less than 1 hour
• Hearing: Continuously greater than 5 hours
• Kneeling: Rarely less than 1 hour
• Lifting: Occasionally 1-3 Hours up to 5 lbs
• Pulling: Occasionally 1-3 Hours up to 5 lbs
• Pushing: Occasionally 1-3 Hours up to 5 lbs
• Reaching (Forward): Rarely less than 1 hour up to 5 lbs
• Reaching (Overhead): Rarely less than 1 hour up to 5 lbs
• Repetitive Motions: Frequently 3-5 Hours
• Sitting: Frequently 3-5 Hours
• Standing: Frequently 3-5 Hours
• Stooping: Rarely less than 1 hour
• Talking: Frequently 3-5 Hours
• Walking: Frequently 3-5 Hours

Working Conditions

• Combative Patients: Rarely less than 1 hour
• Infectious Diseases: Rarely less than 1 hour

Equal Opportunity Employer

Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment. Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.

About Stormont Vail Health

Stormont Vail Health is a nonprofit integrated health system that has been serving the health care needs of Kansas for more than 130 years. Stormont Vail has been recognized as a Magnet organization since 2009 by the American Nurses Credentialing Center. It is composed of Stormont Vail Hospital, a 586-bed acute care hospital, and Cotton O’Neil Clinic, a multi-specialty physician group with more than 500 providers, which includes more than 250 physicians. Nearly 5,300 employees provide care and support services for patients in the hospital and 35 other locations, including the Cotton O’Neil Heart Center, Cancer Center, Diabetes & Endocrinology Center, Digestive Health Center, Pediatrics clinics and 10 regional primary care clinics. Stormont Vail Health is committed to its mission of improving the health of the community by being a national leader in providing compassionate, high quality and efficient integrated care through collaboration that results in a healthier community.