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Patient Experience Coordinator

Patient Experience Coordinator

Requisition ID 
2018-5676
# of Openings 
1
Address 
385 Grove Street
Job Locations 
US-MA-Worcester
Posted Date 
6/29/2018
Category 
Administrative - Clinical
Department 
FC CUSTOMER SERVICE/ACCESS
Job Code 
AO324

More information about this job

Overview

Glob Top Places to WOrk 17

 

 

Reliant Medical Group is seeking a Patient Experience Coordinator to join our exciting and innovative organization!

 

Full Time: 38.75

Hours: Monday - Friday 8:00AM - 4:30PM varied

 

Responsible for the coordination of department functions, such as promoting organizational communication tactics of The Reliant Experience service vision, assisting with patient experience data collection and publication, providing support to the physician coaching program, coordination of internal consulting services, as well as processing incoming patient requests.

Responsibilities

Researches ongoing communication tactics to promote The Reliant Experience service vision. Develops tips and recognition, shares best practices.  Maintains the Medshare website and responds to all emails sent to TheReliant.Experience email address.

Supports The Reliant Experience ad-hoc programs, such as, Empathy trainings by creating invitations, booking venues or meeting locations, tracking responses and coordinating all other related tactics (example: ordering food, sending out reminders, processing payments, etc.)

Provides administrative support for the Physician Coaching program and related events. Compiles and distributes data and resources for Physician Champions and attends/records meetings as needed.

Collaborates with Patient Experience Manager and Binary Fountain, a transparency platform vendor, to ensure public patient experience data integrity. Authorizes patient comments to be published online.

 

Serves as a primary backup to the Patient Experience Specialist. Addresses and/or refers patient inquires via telephone and email. Documents and tracks pertinent information utilizing a central database system. Communicates patient information to appropriate department manager to ensure that complaints/inquiries are followed through to resolution.

Assists in the compilation/distribution of data from quarterly in-house surveys.

Provides consulting support: fulfills necessary tasks for department consulting, such as, maintaining best practices library, data collection, consultative services such as complaint/comment analysis, deployment for on the spot surveys or secret shopping, etc.

 

Assists the Chief Communications Officer and attends Patient Advisory council to take meeting minutes and other support functions.

 

Participates in the provider shadowing program, including monthly shadowing days, create physician and staff reports and attends feedback sessions. Coordinates monthly shadow coach schedules.

 

Obtains patient feedback for items related to the care transformation initiative. Attends team meetings, creates surveys, trains volunteers, generates & distributes feedback reports.

 

Assists with the development and maintenance of various team projects as required or directed. Maintains good working relationships with teams and others and communicates effectively.

 

Complies with health and safety requirements and with regulatory agencies such as DPH, etc.

 

Complies with established departmental policies, procedures, and objectives.

 

Enhances professional growth and development through educational programs, seminars, etc.

 

Attends a variety of meetings, conferences, and seminars as required or directed.  Some meetings may occur before/after business hours, so flexibility is needed in work schedule.

 

Qualifications

Associates Degree in Business Administration or related field. Two (2) to three (3) years of relevant experience. Knowledge of various software applications such as Microsoft Word, Excel, PowerPoint, Outlook, etc. Experience with survey applications such as SurveyMonkey and Press Ganey preferred. Excellent organizational, interpersonal, writing and communication skills are essential. Ability to provide empathy in difficult interpersonal situations. Ability to work independently and in a small team setting. 

 

Unless certification, licensure or registration is required, an equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed in this description, may be substituted for the above requirements.

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