Golden Valley Memorial Healthcare Clinton , MO 64735
The Patient Experience Coordinator develops and presents coaching programs and provides consultative support in order to increase operational effectiveness to improve customer satisfaction. Serves as a role model and coach to nursing, operations, managers, external vendors and employees.
Participates in goal setting for department level, entity and regional patient experience. Monitors and facilitates compliance of grievance resolution process. Manages Press Ganey vendor relationship.
Communicates goals and assists in the development of coaching models, action plans and timelines for completion. Participates in the design and implementation of training events and projects to promote and improve customer communication and experience. Serves as a key player in the establishment of organizational targets and monitors best practices in the industry.
Directs needs assessment processes, depending on assignment, and consults or facilitates with individuals or groups to assure high quality outcomes. Responsible for the coordination of all activities associated with the service excellence process. Collaborates with each department and area to ensure that customer experience drivers are addressed on an ongoing basis.
Guides the assessment of patient experience metrics along with executive leadership to engage the organization in continually improving programs to increase and sustain internal and external customer experience. Promote the professional and clinical development of facility staff regarding the patient experience through precepting, rounding, modeling and formal/informal interactions. Understands and supports the organization's mission, vision and values.
Knowledge, Skills, and Abilities:
Associate's degree or higher
Healthcare associated experience
Strong analytical and communication skills
Strong computer skills to include database analysis
Experience with patient advocacy, service excellence, conflict resolution and customer relations is a plus
Ability to collaborate with and coordinate across multidisciplinary groups
Strong team player, collaborative working style
Flexible and responsive to evolving needs in a complex working environment