Central Texas Medical Center - San Marcos, TX

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      The responsibilities include, but are not limited to:
      · Manage the front-end of patient satisfaction o
      Round on patients daily and model good customer service for staff o
      Trend and communicate issues to the appropriate manager o
      Assist staff with service recovery and/or complaint resolution in real-time o
      Design, propose and roll-out approved initiatives to build customer service through staff and/or patient education and engagement o
      Participate in new associate orientation and skills labs for Patient Experience
      · Administer a patient complaint and grievance program o
      Receiving and communicating with patients regarding complaints or grievances o
      Adhering to all regulatory guidelines regarding complaints or grievances o
      Initiating service recovery and involving other personnel in doing so proactively and as needed o
      Tracking, trending and reporting customer service and other care issues
      · Trend and report HCAHPs and patient satisfaction survey results as reported through Press Ganey
      · Provide patient advocacy o
      Serve as a liaison and/or resource between patients and hospital staff or physicians o
      Promote the patients’ wants, needs or rights where and when necessary
        • Assist in educating staff and patients regarding patient rights and responsibilities
        • Serve as a resource for staff and patients for Advance Directives o
      Provide support and services for patients with special needs or language barriers
      · Coordinate the SHARE program o
      Teach SHARE at orientation and as requested o
      Recruit and train other SHARE instructors
      · Serve as the CTMC liaison for all AHS Patient Experience initiatives
      · Prepares and presents information and data related to Patient Experience as needed or requested
      The Patient Experience Coordinator position also includes the following additional responsibilities:
      · Assist the Performance Improvement RNs in running and maintaining defined reports and other non-clinical duties
      · Assist the Performance Improvement RNs in discharge callbacks
      · Other assignments as delegated or directed by the Director of Outcomes Management
      Education & Experience – Bachelor degree preferred; high school diploma or general education degree (GED) required, and three to six months related experience and/or training in customer service, patient relations or risk management. Spanish speaking preferred.


      Job : Other Non-Clinical Professional
      Organization : Central Texas Medical Center
      Primary Location : US-TX-San Marcos

      Schedule : Full-time
      Shift : Day
      Job Level : Staff / Associate
      Education Level : Bachelor's Degree
      Travel : No
      Job Posting : Feb 26, 2013, 4:30:12 PM

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