Patient Experience Coordinator - Full Time

Penn Medicine; Lancaster (Lancaster County); On-site; USD 45,000 - 65,000; Full time

Job summary

Penn Medicine is seeking a Patient Experience Coordinator to voice patient concerns, resolve feedback, and coordinate service referrals. This role partners with clinical and non-clinical teams to drive patient-centered initiatives and ensure timely responses in line with CMS and regulatory standards.

Dedicated to elevating patient experience, the coordinator collects and analyzes feedback data, recommends improvements, and supports language and accessibility services to enhance care delivery

Qualifications

• Bachelor of Arts or Science (Required).
• Master of Arts or Science are preferred.
• Equivalent experience: 1+ year in direct patient care, healthcare or consumer relations.

Responsibilities

• Coordinates, investigates and responds to all patient feedback in accordance with regulatory requirements.
• Collects, trends, analyzes and disseminates data related to patient experience and satisfaction.
• Makes recommendations for improvement to leadership that may drive operational changes.
• Partners with clinical and non-clinical staff to drive improvement initiatives based on feedback.
• Participates in the organization’s Risk Management Program by documenting obstacles and proposing changes.
• Maintains the grievance mechanism and monitors the effect of corrective actions.
• Provides advocacy and education to consumers regarding patient rights and responsibilities.
• Educates employees about patients' rights, directives, and how to handle difficult situations.
• Acts as a central information source for hospital services, policies and procedures.
• Makes referrals to hospital and community resources.
• Provides notary services for patients and families.
• Assists with interpreters services coordination to meet accessibility standards.
• Performs duties 24/7/365 to support hospital operations.

Education

BA/BS required

MA/MS

Equivalent experience

Job description

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Summary

• The Patient Experience Coordinator serves as the voice of the patient, receives and resolves patient feedback (negative andpositive), service referrals and patient requests. The Patient Experience Coordinator is responsible for real-time investigation,real-time entering, tracking and trending patient and family feedback information in the patient feedback system. This roleprovides written responses to patients/families in accordance with the Penn Medicine, CMS, TJC and other regulatoryorganization requirements. The Patient Experience Coordinator partners with clinical and non-clinical members from alldepartments within Penn Medicine to drive patient and family centered experience initiatives, to support the delivery of thePenn Medicine Experience.

Responsibilities

• Coordinates, investigates and responds to all patient feedback in accordance with the Penn Medicine, CMS, TJC, Magnet and other organizational and regulatory requirements.
• Collects, trends, analyzes and disseminates data related to patient experience including but not limited to patient complaints and patient satisfaction. Makes recommendations for improvement based on data analysis to the Director, clinical and non-clinical leadership that may result in operational changes, decision-making or other system improvements.
• Partners with clinical and non-clinical employees to drive improvement initiatives based on patient feedback and experience. Participates/facilitates meetings as needed.
• Participates in the organization’s Risk Management Program by representing the consumer’s dissatisfaction and by researching and documenting obstacles to smooth delivery of services and by recommending operational and system changes.
• Maintains the formal grievance mechanism in compliance with CMS/TJC standards. Initiates system changes when corrective action is necessary, and monitors and evaluates the effect of such corrective action.
• Provides advocacy services for consumers under the Patient’s Bill of Rights. Provides education and support to consumers regarding patient’s rights and responsibilities, advanced directives and understanding the healthcare system and associated sequelae.
• Provides education and support to employees regarding advanced directives, patient’s rights and responsibilities, awareness of patient perceptions and how to handle difficult situation. Advocates on behalf of patients and their families to resolve concerns or unmet needs to provide timely resolution to patient and family concerns. This includes multiple communication methods such as email, telephone and face-to-face with both patient/family interactions and interactions with other hospital employees.
• Promotes a positive patient experience including crossing departmental lines to gather information or resolve concerns.
• Serve as a central source of information, referral and interpretation of hospital services, programs, policies and procedures
• makes appropriate referrals to hospital and community resources.
• Provides notary services for patients and families.
• Assists with the coordination of language interpretation (verbal and American Sign Language) services for patients in compliance with the American Disabilities Act.
• Performs duties with respect to the 24/7/365 nature of hospital operations.

Credentials

• Certified Patient Experience Professional

Education or Equivalent Experience

• Bachelor of Arts or Science (Required)
• Education Specialization:Health Sciences, Nursing, Healthcare, Organizational Development, Business or HospitalityEquivalent Experience:And 1+ years Relevant direct patient care, healthcare or consumer relations experience
• Master of Arts or Science
• Education Specialization:Health Sciences, Nursing, Healthcare, Organizational Development, Business or HospitalityEquivalent Experience:

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.