Patient Experience Coordinator – 40 hours/week 8am-4:30pm Position Available In Merrimack, New Hampshire
Tallo's Job Summary: The Patient Experience Coordinator role at Emerson Hospital in Concord, MA, is a full-time position, requiring 40 hours per week from 8am to 4:30pm. Responsibilities include serving as the lead internal patient experience consultant, overseeing event reports and complaints, facilitating investigations, and ensuring equity and access to care for patients. Candidates must have a Bachelor's degree in a related field and 3 years of relevant experience in healthcare or customer service roles.
Job Description
Job Description:
Patient Experience Coordinator – 40 hours/week 8am-4:30pm
Job Ref:
32283
Category:
Clerical & Administrative Support Location:
Emerson Hospital, 133 Old Road to Nine Acre Corner, Concord, MA 01742
Department:
Quality & Pt Safety Schedule:
Full Time Shift:
Day shift
Hours:
8-430 Job SummaryUnder the supervision of the Director of InfectionPrevention, Clinical Compliance and Patient Safety, the PatientExperience Coordinator serves as the lead internal patientexperience consultant for all Emerson Hospital healthcarepersonnel. They perform a wide variety of functions designed toimplement, coordinate, and maintain the integrity of the PatientExperience program. All duties will be performed in a manner thatpromotes teamwork and reflects the mission and vision of thehospital and the department.
Acting as Patient Advocate, the PatientExperience Coordinator oversees the process for daily review andtriage of all event reports related to complaints and grievanceslogged within the safety reporting platform as well as thosegenerated by phone call or direct conversation. The Coordinatorfacilitates investigation of events and the development ofcorrective actions and monitoring plans and completes documentationof these actions for high reliability quality/safety improvementand to support regulatory patient disclosure and follow up. TheAdvocate closely coordinates with Risk Management and QPSLeadership to ensure review of care concerns.
The Patient ExperienceCoordinator will also serve as the Emerson ADA Coordinator andserve as a resource to patients and support persons to ensureequity and access to care.
Minimum Qualifications
- EducationoGraduate of an accredited Bachelor’s program in Social Work,Psychology, human services or a related field
- Experienceo 3 yearsof previous experience in a healthcare organization working withdiverse populations or 3 years of previous experience in communityoutreach/engagement or customer service roleso Familiarity withhealthcare federal and state law/regulations.
- Licensure and/orCertificationo None
- Skillso Strong written and verbalcommunication skills and exemplary conflict resolution skill setoDetail Orientedo Ability to manage data and generate reportsoKnowledge of statistical processes and measurement techniquesoAbility to work independently and facilitate teamso Organizationalskillso Management skillso Presentation skillso Excellent customerservice skillso Experience in leading by influence and ability toinspire otherso Proven problem solving, process improvement andproject management skillso Able to read, write, and communicate inEnglisho Computer skills appropriate to positiono Ability tomaintain confidential information
