Patient Experience Advocate

Licking Memorial Health Systems; Newark (OH); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Licking Memorial Health Systems in Newark, Ohio seeks a Patient Experience Coordinator to serve as a liaison between patients and staff under the Vice President Development & Public Relations. You will help ensure high quality service and a compassionate patient experience.

Responsibilities include promoting a positive hospital image, building relationships, documenting patient interactions, following up on requests, and collaborating with leadership to identify trends and improvement

Qualifications

• Bachelor's degree preferred or 3 years of relevant experience.
• Exceptional interpersonal and customer service skills are a must.
• Strong computer skills including the ability to learn new technology quickly.
• Strong verbal and written communication skills. Must be able to interact professionally with all levels of staff and leaders within the organization.
• Strong critical thinking skills and the ability to make appropriate decisions quickly.
• Dependable and trustworthy, with a capability for dealing with sensitive information in a confidential manner at all times.
• Ability to operate telephones, printers, copier, and fax machine.
• Familiarity with LMH organizational structure is a plus.

Responsibilities

• Promotes a positive hospital image to staff, patients, and community at all times.
• Builds and maintains positive relationships with patients and staff by striving to create a culture that proactively focuses on customer service.
• Attempts to round on each patient at least once during their stay.
• Documents all patient communication and interaction during daily rounds.
• Documents patient preferences and/or unique attributes for future areas of focus.
• Follows up on all patient requests (culinary, EVS, patient care, facility issues, etc.) in a timely fashion.
• Rounds regularly with Culinary and EVS Management.
• Recognizes staff, physicians, and/or volunteers that exhibit exemplary customer service.
• Immediately discusses patient concerns and/or unsatisfactory conditions with managers or other staff as needed.
• Shares and resolves challenges with various peers in a timely manner.
• Works with the Patient Experience Project Manager to identify trends and improvement opportunities.
• Review Patient Experience data to drive improvement outcomes and service recovery efforts.
• Report weekly to Vice President Development & Public Relations.
• Report monthly to HCAHPS Steering Committee.
• Monthly teleconferences with Press Ganey and CipherHealth.
• Co-facilitates annual Patient Experience Week.
• Special duties or projects as assigned.

Skills

Customer service

Communication

Interpersonal skills

Confidentiality

Computer skills

Education

Bachelor's degree preferred

3 years relevant experience

Job description

Licking Memorial Health Systems in Newark, Ohio seeks a Patient Experience Coordinator to serve as a liaison between patients and staff under the Vice President Development & Public Relations. You will help ensure high quality service and a compassionate patient experience.

Responsibilities include promoting a positive hospital image, building relationships, documenting patient interactions, following up on requests, and collaborating with leadership to identify trends and improvement