Valley Health
Patient Experience Coordinator - Full Time
Valley Health, Winchester, Virginia, United States, 22603
Patient Experience Coordinator
The Patient Experience Coordinator promotes a culture of service excellence, compassion and accountability. S/he supports front-line staff, managers and directors as a primary resource to collect and channel information as a moderator for patients/families to bridge gaps, coordinate, facilitate and/or mediate conflict and problem solve when dissatisfaction with service is voiced. S/he mobilizes knowledge, information, and necessary resources in a timely manner to help assure best outcomes. Supports the mission and vision of Valley Health and promotes the organization's "Patient Bill of Rights" and "Patient Rights Policy." S/he models service excellence principles in all interactions with patients, families, staff, providers and community contacts and works to successfully motivate staff to create an environment of warm welcomes and fond farewells. S/he works to create, strengthen and sustain a culture of service excellence for both external and internal customers. S/he helps coordinate patient, family and staff activities and events on a quarterly/seasonal calendar schedule. To positively impact outcomes, in partnership with the Patient Experience Leader, s/he collaborates with departmental managers/leaders/nursing/ancillary staff along multiple service lines and integrated support services to pro actively identify, develop, coordinate, implement and assess process improvement strategies to enhance the consumer experience. Routinely promotes and disseminates communicates about the service excellence initiatives with multidisciplinary staff, volunteers, and integrated support services team members via multiple communication channels. S/he consistently reinforces the "Valley Health Way" to manage a culture where excellent service is the expectation by working with leaders to motivate employees to be emotionally invested in their work, become engaged and ultimately care about their work and service being provided. Assist leaders in role modeling service excellence behaviors and holding direct reports accountable by working with HR through corrective action plans when staff is not complying with desirable behaviors and reward and recognition initiatives when staff is adhering to determined customer service behaviors. Analyzes and reports patient satisfaction and/or dissatisfaction data gathered from, but not limited to patient satisfaction surveys and complaints to support those improvement strategies. Actively participates in daily rounding to interface effectively with unit staff and leadership to identify and/or help assist in resolution of patient/family concerns in real-time. Participates in new hire and annual competency educational training methods primarily focused on coaching Customer Service Standard behaviors, Empathy Skills and Preoccupation with Failure training to teach staff to anticipate dissatisfaction and take action. S/he coordinates the education, application and tracking of the Service Recovery Program which empowers staff to take ownership and accountability in the quest to humanize the patient/family experience and create a loyal consumer. S/he is an active member of the Patient Experience Champions Committee. S/he is an active member of the Winchester Medical Center Patient Experience Cabinet Committee. Education: Bachelor's degree in business, nursing, health care or related field. Master's degree required* Masters preferred *Will accept applicant enrolled in Bachelors program of study (nursing, health admin, business related field) Experience: 5 years relevant nursing experience including a minimum of 2 years' nursing case management experience, preferably with older patients Certification & Licensures: BLS Certification (Basic Life Support) - American Heart 'Healthcare Provider' (HCP) - AHA approved required * * New hires must have American Heart Association (AHA) appropriate certification prior to completion of orientation If health professional, licensed in the State of Virginia and eligible for practice. Certification in specialty/area, as applicable. Qualifications: Excellent listening skills Excellent empathy skills Excellent communication skills, both written and verbal Excellent telephone etiquette Ability to demonstrate a commitment to service, organizational values and professionalism through appropriate conduct at all times required Ability to successfully navigate the healthcare delivery system and internal/external community resources Critical thinking, strong problem solving and conflict resolution skills Ability to coach and mentor staff for success and build trust to network and collaborate with healthcare professionals Ability to work off shifts and weekends as needed or required Ability to serve as a role model for the Must Have Tool's to include AIDET, patient communication boards, Key Words at Key Times, Rounding for Outcomes--Employee, Patient, Internal Customer, Bedside Shift Report, Hourly Rounding, Discharge Calls, and No Pass Zone required Ability to organize and facilitate meetings Knowledge of patient experience measurement components FLSA Classification: Exempt Physical Demands: 17 A Medical Technician/Other Technicians/Assistants Benefits
At Valley Health, we believe everyone is a caregiver, and our goal is to create an environment where our caregivers thrive physically, financially, and emotionally. In addition to a competitive salary, our most popular benefits for full-time employees include: A Zero-Deductible Health Plan Dental and vision insurance Generous Paid Time Off Tuition Assistance Retirement Savings Match A Robust Employee Assistance Program to help with many aspects of emotional wellbeing Membership to Healthy U: An Incentive-Based Wellness Program Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development. In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more.
The Patient Experience Coordinator promotes a culture of service excellence, compassion and accountability. S/he supports front-line staff, managers and directors as a primary resource to collect and channel information as a moderator for patients/families to bridge gaps, coordinate, facilitate and/or mediate conflict and problem solve when dissatisfaction with service is voiced. S/he mobilizes knowledge, information, and necessary resources in a timely manner to help assure best outcomes. Supports the mission and vision of Valley Health and promotes the organization's "Patient Bill of Rights" and "Patient Rights Policy." S/he models service excellence principles in all interactions with patients, families, staff, providers and community contacts and works to successfully motivate staff to create an environment of warm welcomes and fond farewells. S/he works to create, strengthen and sustain a culture of service excellence for both external and internal customers. S/he helps coordinate patient, family and staff activities and events on a quarterly/seasonal calendar schedule. To positively impact outcomes, in partnership with the Patient Experience Leader, s/he collaborates with departmental managers/leaders/nursing/ancillary staff along multiple service lines and integrated support services to pro actively identify, develop, coordinate, implement and assess process improvement strategies to enhance the consumer experience. Routinely promotes and disseminates communicates about the service excellence initiatives with multidisciplinary staff, volunteers, and integrated support services team members via multiple communication channels. S/he consistently reinforces the "Valley Health Way" to manage a culture where excellent service is the expectation by working with leaders to motivate employees to be emotionally invested in their work, become engaged and ultimately care about their work and service being provided. Assist leaders in role modeling service excellence behaviors and holding direct reports accountable by working with HR through corrective action plans when staff is not complying with desirable behaviors and reward and recognition initiatives when staff is adhering to determined customer service behaviors. Analyzes and reports patient satisfaction and/or dissatisfaction data gathered from, but not limited to patient satisfaction surveys and complaints to support those improvement strategies. Actively participates in daily rounding to interface effectively with unit staff and leadership to identify and/or help assist in resolution of patient/family concerns in real-time. Participates in new hire and annual competency educational training methods primarily focused on coaching Customer Service Standard behaviors, Empathy Skills and Preoccupation with Failure training to teach staff to anticipate dissatisfaction and take action. S/he coordinates the education, application and tracking of the Service Recovery Program which empowers staff to take ownership and accountability in the quest to humanize the patient/family experience and create a loyal consumer. S/he is an active member of the Patient Experience Champions Committee. S/he is an active member of the Winchester Medical Center Patient Experience Cabinet Committee. Education: Bachelor's degree in business, nursing, health care or related field. Master's degree required* Masters preferred *Will accept applicant enrolled in Bachelors program of study (nursing, health admin, business related field) Experience: 5 years relevant nursing experience including a minimum of 2 years' nursing case management experience, preferably with older patients Certification & Licensures: BLS Certification (Basic Life Support) - American Heart 'Healthcare Provider' (HCP) - AHA approved required * * New hires must have American Heart Association (AHA) appropriate certification prior to completion of orientation If health professional, licensed in the State of Virginia and eligible for practice. Certification in specialty/area, as applicable. Qualifications: Excellent listening skills Excellent empathy skills Excellent communication skills, both written and verbal Excellent telephone etiquette Ability to demonstrate a commitment to service, organizational values and professionalism through appropriate conduct at all times required Ability to successfully navigate the healthcare delivery system and internal/external community resources Critical thinking, strong problem solving and conflict resolution skills Ability to coach and mentor staff for success and build trust to network and collaborate with healthcare professionals Ability to work off shifts and weekends as needed or required Ability to serve as a role model for the Must Have Tool's to include AIDET, patient communication boards, Key Words at Key Times, Rounding for Outcomes--Employee, Patient, Internal Customer, Bedside Shift Report, Hourly Rounding, Discharge Calls, and No Pass Zone required Ability to organize and facilitate meetings Knowledge of patient experience measurement components FLSA Classification: Exempt Physical Demands: 17 A Medical Technician/Other Technicians/Assistants Benefits
At Valley Health, we believe everyone is a caregiver, and our goal is to create an environment where our caregivers thrive physically, financially, and emotionally. In addition to a competitive salary, our most popular benefits for full-time employees include: A Zero-Deductible Health Plan Dental and vision insurance Generous Paid Time Off Tuition Assistance Retirement Savings Match A Robust Employee Assistance Program to help with many aspects of emotional wellbeing Membership to Healthy U: An Incentive-Based Wellness Program Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development. In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more.