Patient Experience Advisor & Database Coordinator
Department:
KH-PATIENT EXPERIENCE Operating Unit:
Kent Hospital
Location:
Warwick, RI
Job ID:
21030
Job Status:
Part Time
Shift:
Days
Schedule:
Other
Primary Function The Patient Experience Advisor and Database Coordinator is responsible for supporting the Director on the achievement of the goals and initiatives to improve patient engagement, experience, and satisfaction, inclusive of all diverse communities served by the hospital. Coordinates the hospital's patient complaint and grievance processes in accordance with the Centers for Medicare and Medicaid and other regulatory agencies requirements. Coordinates the hospital's patient satisfaction survey process. Works with department managers and senior leaders to analyze patient feedback data from multiple sources to identify improvement opportunities and develop associated action plans. Responsibilities Establish strong, collaborative relationships with all Clinical, Hospitality & Business leadership to continuously identify, prioritize and implement opportunities to improve patient & family care experience, establish sound service recovery processes and achieve satisfaction goals. Collaborate with community-based organizations to serve as a liaison, connecting patients with support, and sharing communications with Kent leadership. Supervise medical interpreters with support from the Director including hiring, onboarding, payroll, and scheduling. Supports the Chaplaincy including hiring, onboarding, payroll, and scheduling. Maintain access for any patient, family member or hospital staff member who would like to share ideas in support of improving patient/family and staff experiences. Follows up with patients who have expressed concerns or otherwise request follow-up in the context of the Press Ganey survey. Co-facilitate the patient and family advisory councils. Establish and implement a patient/family satisfaction reporting and communication plan. Work with leadership to collaboratively analyze patient/family satisfaction feedback to identify, prioritize and implement improvements. Serves as a resource to department managers and senior leadership to understand patient feedback data and develop improvement plans that include published best practices. Work with leadership to continuously review and enhance service excellence, staff recognition programs. Collaborates with other hospital staff in the development and implementation of educational programs and other proactive strategies to improve patient satisfaction. Manage electronic patient complaint management system. Support the Director, risk management, quality, and medical leadership in managing complaints. Maintains compliance with all regulatory requirements for managing patient complaints and grievances. Receives, documents, and communicates patient/family complaints to appropriate clinical, risk management and financial staff to facilitate resolution. Coordinates internal processes for review and resolution of billing questions in cases of adverse clinical events. Maintains an appropriate data documentation and reporting system of patient feedback data. Analyzes data on a periodic basis to identify patterns and trends and prepares summary reports for review by manager and senior leaders. Chairs the hospital-wide Patient Feedback committee. Coordinates the hospital's formal patient satisfaction survey process, including regular communication of the results and associated analyses. Perform all other related duties as assigned. Job Qualifications Bachelor's degree in related field required, Master's degree in related field preferred. At least 1-3 years related experience required; demonstrated subject matter expert on current patient experience. Body of Knowledge; demonstrated leadership with management experience preferred.
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Department:
KH-PATIENT EXPERIENCE Operating Unit:
Kent Hospital
Location:
Warwick, RI
Job ID:
21030
Job Status:
Part Time
Shift:
Days
Schedule:
Other
Primary Function The Patient Experience Advisor and Database Coordinator is responsible for supporting the Director on the achievement of the goals and initiatives to improve patient engagement, experience, and satisfaction, inclusive of all diverse communities served by the hospital. Coordinates the hospital's patient complaint and grievance processes in accordance with the Centers for Medicare and Medicaid and other regulatory agencies requirements. Coordinates the hospital's patient satisfaction survey process. Works with department managers and senior leaders to analyze patient feedback data from multiple sources to identify improvement opportunities and develop associated action plans. Responsibilities Establish strong, collaborative relationships with all Clinical, Hospitality & Business leadership to continuously identify, prioritize and implement opportunities to improve patient & family care experience, establish sound service recovery processes and achieve satisfaction goals. Collaborate with community-based organizations to serve as a liaison, connecting patients with support, and sharing communications with Kent leadership. Supervise medical interpreters with support from the Director including hiring, onboarding, payroll, and scheduling. Supports the Chaplaincy including hiring, onboarding, payroll, and scheduling. Maintain access for any patient, family member or hospital staff member who would like to share ideas in support of improving patient/family and staff experiences. Follows up with patients who have expressed concerns or otherwise request follow-up in the context of the Press Ganey survey. Co-facilitate the patient and family advisory councils. Establish and implement a patient/family satisfaction reporting and communication plan. Work with leadership to collaboratively analyze patient/family satisfaction feedback to identify, prioritize and implement improvements. Serves as a resource to department managers and senior leadership to understand patient feedback data and develop improvement plans that include published best practices. Work with leadership to continuously review and enhance service excellence, staff recognition programs. Collaborates with other hospital staff in the development and implementation of educational programs and other proactive strategies to improve patient satisfaction. Manage electronic patient complaint management system. Support the Director, risk management, quality, and medical leadership in managing complaints. Maintains compliance with all regulatory requirements for managing patient complaints and grievances. Receives, documents, and communicates patient/family complaints to appropriate clinical, risk management and financial staff to facilitate resolution. Coordinates internal processes for review and resolution of billing questions in cases of adverse clinical events. Maintains an appropriate data documentation and reporting system of patient feedback data. Analyzes data on a periodic basis to identify patterns and trends and prepares summary reports for review by manager and senior leaders. Chairs the hospital-wide Patient Feedback committee. Coordinates the hospital's formal patient satisfaction survey process, including regular communication of the results and associated analyses. Perform all other related duties as assigned. Job Qualifications Bachelor's degree in related field required, Master's degree in related field preferred. At least 1-3 years related experience required; demonstrated subject matter expert on current patient experience. Body of Knowledge; demonstrated leadership with management experience preferred.
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