Patient Experience Coordinator

Roles and responsibilities

• Supports a safe and timely transition to the next level of care for patients and families discharged from an acute care.
• Promotes and supports evidence based practice and health literacy standards for patient education to obtain optimal patient outcomes.
• Under the supervision of the designated manager and providers, is responsible for triaging the health care needs of patients and documenting the appropriate disposition of each case.
• Coordinates an assessment and promotes patient education to meet the needs of a newly discharge patient.
• Serves as the recipient of patient and family complaints by various methods, and coordinates the investigation and resolution process until closure.
• Acts as a resource for patient education and information, medications, follow up appointments, treatments, test results and other information as needed.

Major Duties and Responsibilities

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  Ensures through his actions, either directly or indirectly, that a superior quality of medical treatment, compassion and understanding is given to every customer served at the NMC Hospitals and Clinics.

• Serves as the Patient Advocate.
• Initiates patient rounds and prioritizes focused revisits to improve the patient experience.
• Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service related issues.
• Function as primary observers for process mapping and shadowing of patients, processes and systems.
• Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff.
• Assess programs for potential improvements; considers and incorporates the needs of culturally diverse populations.
• Assist with tracking and trending patient and visitor service concerns. Identifies systems and process-related problems using patient and visitor feedback. Works collaboratively with physicians, leadership and staff to resolve.
• Conducts basic variance analysis of patient experience outcomes. Analyzes patient satisfaction survey data, complaints and grievances and collaborates with leadership and staff on regular basis to ensure optimal patient experience.
• Ensures patient communication and explanation of services is provided in a way that can be easily understood by patients and their families.
• Maintains confidentiality and protects sensitive data at all times.
• Adheres to organizational and department specific safety standards and guidelines.
• Works collaboratively and supports efforts of team members.
• Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community.
• Assists with projects and initiatives.
• Completes other assigned tasks and responsibilities as needed.

Desired candidate profile

Patient Experience Head
Qualifications:

A minimum of:

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Health care industry experience.

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Strong organizational skills and ability to coordinate Company-wide PXI initiatives.

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Proficiency in English and / or Arabic Language.

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Computer Literate (Microsoft office)
Patient Advocacy
Acting as a Liaison: Serving as a point of contact for patients, families, and caregivers, addressing concerns, and ensuring clear communication between patients and healthcare providers.
Resolving Complaints: Listening to and addressing patient complaints or grievances, working with other healthcare staff to resolve issues quickly and effectively.
Empathy and Support: Offering emotional support to patients and their families, especially those who may be anxious, distressed, or dealing with serious health conditions.
Promoting Patient Rights: Ensuring that patients’ rights are respected and advocating for their needs within the healthcare setting.
Improving Patient Satisfaction
Survey Distribution: Coordinating patient satisfaction surveys and feedback tools to gather information about the patient experience and identify areas for improvement.
Analyzing Feedback: Reviewing and analyzing feedback from patients to identify common trends, issues, or areas where the hospital or healthcare facility can improve.
Implementing Improvements: Working with leadership and other departments to implement changes based on patient feedback, such as improving wait times, communication, or the overall environment.
Monitoring Patient Satisfaction Metrics: Tracking key performance indicators related to patient experience and satisfaction, and reporting the findings to management.
Onboarding and Orientation for New Patients
Welcoming Patients: Assisting in the onboarding process for new patients, ensuring that they understand the services available to them and feel welcomed into the healthcare facility.
Providing Information: Educating patients and families about healthcare policies, procedures, insurance, and their rights, helping them navigate the system.
Ensuring Smooth Transitions: Coordinating care transitions, whether a patient is moving between departments, being discharged, or transitioning to outpatient services, ensuring that the experience is seamless and stress-free.