Pediatric Patient Experience Coordinator

Carle; Urbana (IL); On-site; USD 24,000 - 39,000; Full time

Job summary

Carle Health is seeking a Customer Service Liaison to support the Peds/PICU Services leadership and promote a high-level patient and family experience in the Inpatient Peds/PICU at CFH.

The CSL will coordinate, plan, and implement assigned projects, assist with building operations, and serve as a point of contact for patient and family inquiries while collaborating with leadership to meet departmental goals.

Responsibilities

• Maintains current knowledge of relevant protocols and procedures regarding patient experience.
• Welcomes patients and family into the building.
• Assists patient with building direction.
• General upkeep of common areas; such as stocking pamphlets and alerting staff of low supplies.
• Prioritizes and organizes own work based on collaboration with the leadership team.
• Effectively validates and coaches staff to meet customer service quality initiatives.
• Independently and in consultation with appropriate leadership, solves problems related to building operations and customer service events.
• Assists in the development of coordinating interventions and corrective action to meet the needs of patients and families.
• Exhibits empathy to patients and their families by focusing on the patient's experience, enabling a meaningful relationship that promotes honest patient feedback.
• Completes incident reports on injuries and assist with getting the appropriate clincial help for a patient that is injured.
• Facilitates smooth flow of traffic at entrances and exitsDirects patients and visitors to areas within the department.
• Assist patients and visitors with check-in.
• Refers patients to assigned room; gives directions and information as needed.
• Observant for security risks and communicates such risks to the appropriate department.
• Routes suggestions and concern to proper individuals.
• Resolves customer service concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action.
• Reports situation and resolution to supervisor.
• Patient rounding Help with department deliveries.
• All other duties as assigned.

Job description

Carle Health is seeking a Customer Service Liaison to support the Peds/PICU Services leadership and promote a high-level patient and family experience in the Inpatient Peds/PICU at CFH.

The CSL will coordinate, plan, and implement assigned projects, assist with building operations, and serve as a point of contact for patient and family inquiries while collaborating with leadership to meet departmental goals.