Patient Experience Coordinator - Atrium Health Mercy-FT

10010 Carolinas Medical Center: Mercy - Administration

Full time

Yes

40

Full Time 8am-5pm

Pay Range:

$30.70 - $46.05

Essential Functions

• Assists departments/facility in hardwiring evidence-based tactics (ex: purposeful rounding, use of communication boards, bedside shift report, nurse leader rounding, new medicine communication) for a culture of patient-centered care. Includes, but not be limited to, periodic audits, shadowing, and focused patient rounding to ensure consistency.
• Promotes and embeds system values and behaviors within all programs, initiatives, and standard practices.
• Aligns with leadership to enforce strategy and maintain facility level scorecards and unit-level goals.
• Assists facility in the planning of a systematic, organization-wide approach to creating an optimal patient experience that differentiates Advocate Health from all others. Provides guidance on the use of evidence-based tactics and disseminates and supports Corporate led initiatives built to enhance the patient experience.
• Analyzes patient satisfaction data to track unit/departmental performance. Identifies and communicates trends and areas for improvement. Partners with leaders to identify areas of opportunity and create action plans integrating priority index, as appropriate. Reports progress to committees and department leaders.
• Acts as the facility superuser for PX applications responsible for user maintenance, onboarding and training, and troubleshooting user issues.
• Facilitates classes and educational offerings on Consumer Experience initiatives for internal teams, committees and team members as assigned. Assists with onboarding new team members related to patient experience.
• Maintains advanced knowledge of Patient Satisfaction and Value Based Purchasing data and facilitates educational offerings as needed.
• Support facility patient and family service initiatives (i.e. Patient and Family Advisor Councils, Community Projects).
• Participates with Human Resources and other collaterals to ensure reward and recognition initiatives are being utilized effectively. Coordinates dissemination of recognition activities within the specified facility/division.
• Oversees service recovery program and complaint management process at facility/department level and reports to facility leaders.
• Participates in assigned system wide patient experience committee and supports corporate initiatives.
  

Physical Requirements
Works in an office and/or boardroom setting. Requires frequent contact with all levels of team members. Involves walking, standing, sitting, and driving. Must speak and understand English fluently. Intact sense of sight and hearing required.

Education, Experience and Certifications

• Bachelor’s degree required
• Minimum 2 years of customer service, hospital, or healthcare experience required
• Exceptional oral and written communication skills
• Strong communication and presentation abilities
• Experience facilitating group education sessions and leading groups required
• Proficient with personal computers and Microsoft Office applications, including: Outlook PowerPoint Excel (strongly preferred) Word
• Certified Patient Experience Professional (CPXP) certification preferred

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training

• Premium pay such as shift, on call, and more based on a teammate's job

• Incentive pay for select positions

• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs

• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability

• Flexible Spending Accounts for eligible health care and dependent care expenses

• Family benefits such as adoption assistance and paid parental leave

• Defined contribution retirement plans with employer match and other financial wellness programs

• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.