Patient Experience Coordinator

Midland-Health-2; Midland (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Midland-Health-2 seeks a patient experience advocate to round on inpatient units, ensuring guests feel supported and informed. A friendly, professional demeanor and personal grooming are essential as you coordinate with departments to meet patient needs.

Responsibilities include educating patients, assisting with service recovery, and using EHR and incident reporting tools to document requests and outcomes.

Qualifications

• High School Diploma or GED required; Associates degree preferred.
• Demonstrated customer service and communication skills.
• Ability to work with diverse teams to ensure patient satisfaction.

Responsibilities

• Rounding on inpatient units to monitor and improve patient satisfaction.
• Ensure staff response and care with empathy and courtesy.
• Educate patients on admission processes and next steps.

Skills

Customer service

Communication

Teamwork

Microsoft Office

EHR

Education

High School Diploma or GED

Associates Degree preferred

Tools

EHR

Incident Reporting System

Microsoft Office

Patient Experience software

Job description

Job Description

This position is focused on the detail work involved in building an exceptional patient experience. It includes rounding on inpatient units to ensure all guests know they have an advocate as well as responding to any immediate needs identified, within their capability. It requires knowledge of locations of all departments and general operations of the hospital so that appropriate answers can be given to the guests. This position must always have a smile and be very friendly and personable. This will require a professional dress code and a person who is always well groomed.

SHIFT & SCHEDULE

Monday - Friday: 7:30 AM - 4:00 PM

ESSENTIAL FUNCTIONS/PERFORMANCE EXPECTATIONS

• Daily rounding ensuring patient satisfaction with staff response, care and compassion
• Productivity expectations: a minimum of four (4) patients/hour of rounding daily
• Provides immediate service to patient needs that are requested during rounding within their capability
• Educates patients on processes involved with their admission
• Coordinates with other departments ensuring patient needs are optimally met
• Assist and works with staff for optimal patient experiences
• Assist with Service Recovery
• Utilize software programs necessary to job duties (Incident Reporting System, EHR, Patient Experience software tools, Microsoft Office tools)
• Exhibits established organizational Culture
• Communicates effectively with every colleague and guest
• Understands and maintains patient confidentiality and privacy
• Supports various departmental objectives and responsibilities
• Participates in Service Excellence and assigned Unit patient experience goal setting

EDUCATION AND EXPERIENCE

• High School Diploma or GED, Associates Degree preferred

PHYSICAL REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to:

• Stand, walk, sit, stoop, reach, lift, see, speak and hear. Lifting is limited to 35 lbs. for clinical staff and to 50 lbs. for non-clinical staff. The individual must use an assisted-lift device or get another individual(s) to assist with the lift that is over these maximum limits.