Patient Experience Coordinator

Description

Hanley Foundation is a non-profit organization with a mission to eliminate addiction through prevention, advocacy, treatment, and recovery support. We are seeking a highly organized, service-oriented Patient Experience Coordinator who brings sound judgment, discretion, and follow-through to a fast-paced, mission-driven environment. 

The Patient Experience Coordinator collaborates with diverse organizational members, departments, patients, and families to identify and implement initiatives that foster a positive, elevated, practical treatment experience at Hanley Foundation. The position requires exceptional hospitality, meticulous attention to detail, creative problem-solving abilities, strong organizational skills, and the capacity to manage multiple tasks concurrently. The Patient Experience Coordinator exemplifies a hospitality mindset and is an ambassador for Hanley Foundation's culture. 

Duties & Responsibilities: 

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• Work with the Patient Experience Director to identify and execute patient experience programming. 
• Oversee the day-to-day operations of the on-campus retail store, ensuring that customer service, visual merchandising, inventory management, and other key areas are effectively managed. 
• Manage patient ancillary services, including, but not limited to, staff and patient communication and patient scheduling. 
• Oversee external vendors and service providers responsible for patient experience. 
• Gain a comprehensive understanding of the patient's journey from initial contact to discharge, focusing on the elements contributing to positive or negative experiences. 
• Build relationships with patients to understand their needs and preferences and share insights with the team and Director of Patient Experience. 
• Review the interior and exterior atmosphere regularly for patient comfort, accessibility, safety, cleanliness, décor, updated signage, posters, and promotional materials. 
• Assist with the resolution of patient grievances and concerns. 
• Communicate directly with patients and team members to understand and resolve patient complaints and issues. 
• Based on feedback from individual patients and their families, educate team members on the varied ways to humanize a patient’s experience.  
• Work with department leads on developing achievable, sustainable, and measurable strategies for improvement. 
• Communicate with the team about specific feedback, develop solutions, and resolve issues.  
• Responsible for departmental onboarding.  
• Perform other duties as assigned. 
• Adhere to and uphold all Hanley Foundation policies and procedures.  

Requirements

Supervisory Responsibility: 

This position assists in managing all employees of the department and their performance.  

Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. 

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, use hands and fingers to handle or feel; and reach with hands and arms.  The employee is required to sit, climb, balance, stoop, kneel, crouch, or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.   

Travel:
Occasional travel is expected for this position.  

• Attend, upon occasion, meetings held by outside social workers, correctional officers (probation/parole), court dates, etc. as may be required in the interest of a client and travel, upon occasion, to attend continuing education events, conferences and meetings. 

Education/Experience/Qualifications: 

• A bachelor's degree in hospitality, healthcare administration, business, or a related field and at least two years of relevant work experience. 
• Retail experience a plus. 
• Completion of relevant training upon hire and when deemed appropriate. 
• Proficient in Microsoft Office (Word, Excel, Outlook, and PowerPoint)  
• Ability to work weekends and holidays as required. 
• If in recovery, one (1) year of continuous sobriety is required. 

Knowledge/Skills/Abilities: 

• Excellent organizational skills, meticulous attention to detail, and commitment to meeting assigned deadlines.
• Creative and practical problem-solving skills to identify productive and efficient solutions.  
• Team player with the ability to also be effective independently. 
• Active listening skills.  
• Ability to provide constructive, individualized feedback in a caring, professional, and compassionate manner. 

Benefits:

• Medical, Dental, Vision, Disability, Life Insurance
• Paid Time Off
• Paid Holidays
• 401k & 401k Match
• Health Savings and Flexible Spending Accounts

Hanley Foundation provides equal employment opportunities to all employees and applicants. The company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

We are a Drug-Free Workplace. Applicants who receive a conditional offer of employment are required to undergo drug screening.

www.hanleyfoundation.org