Overview
The Patient Experience Coordinator-RN will be responsible for facilitating and tracking services provided by the Patient Experience Department. This RN will interact with patient’s, families, and all members of the care teams to facilitate a positive experience. Will show initiative as well as effective problem solving skills, exhibit compassion, active listening skills, responsiveness and an ability to prioritize and manage multiple tasks with efficiency, helping to meet both clinical and non-clinical needs of the patients and families. Will assist with rounding on patients and families as well as responding to complaints, grievances and complicated situations to help resolve issues quickly providing clarity, kindness and peace of mind.
Responsibilities
- Meet with patients/families to discuss their concerns, document and track issues internally, initiate follow-up and investigations of complaints/grievances, help draft formal response letters when indicated within appropriate timeframe.
- Work with other Patient Experience Coordinators to document incoming patient and family complaints and enter into appropriate feedback tracker.
- Collaborate with Risk Management and Quality Management, and ensure compliance with Joint Commission, CMS, and AHCA standards.
- Run reports and meet with representatives from regulatory agencies and hospital leadership to help improve patient experience.
- Produce NRC reports, feedback trend reports, Value Based Purchasing reports and assist with LeapFrog and other reports as it relates to Patient Experience.
- Proactively round on patients and families to get real time feedback on their experience and immediately resolve any issues.
- Assist with Leader Rounding on clinical units as well as TST monitoring and any other auditing support to assure excellent patient experiences.
- Create and teach in all patient experience curriculum and educational opportunities.
- All other duties as assigned by department.
Qualifications
Required Education:
Required License
Required Experience
- 3 years of nursing experience (Critical Care or Emergency preferred)
Required Certification
