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Experience Coordinator

Position Summary
Investigate, resolve, document and report organization-specific patient and visitor compliments and concerns to leadership and staff. Develop, implement and participate in customer service and patient relations initiatives related to Shore. Provide monthly accountability and variance analysis of Verge to Patient Safety Committee and bi weekly at patient satisfaction huddles.
Advocate serves as a liaison between patient, family members, medical staff and hospital departments to support the patient and to resolve complaints or grievances that may arise. Advocate monitors patient satisfaction and with the director develops opportunities for improved experience.
Minimum Requirements
2 years hospital experience
Intermediate computer skills, excellent organizational, communication and interpersonal skills
Preferred Requirements:
Bachelor's Degree
Notary Public
Knowledge, Skills, and Abilities:
Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues. Must be visible to staff, offering support and modeling service behaviors and concern resolution processes
Must be able to address difficult, awkward situations with tact and diplomacy
Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal.
Must be an informed regulatory healthcare representative for the patient and organization; must be able to communicate patient and visitor rights and responsibilities to patients, family members and staff
Possess strong customer service skills/interpersonal interactions; ability to handle difficult and angry people constructively; savvy enough to interact with physicians/senior leadership
Excellent analytical skills, including analysis, planning, organizing and troubleshooting
Proficient in Windows-based operating software/systems
Good oral and written communication skills; presentations skills
Ability to work with minimal supervision
Adaptability with high tolerance for ambiguous work situations
Knowledge of health care
Arrange for translation services as needed
Maintain patient complaint and grievance records
Compile data reports to assure pro active continual attention to opportunities for patient experience improvement
Duties and Responsibilities of this Level
Facilitate resolution of complaints/grievances/requests
Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff
Document patient/visitor concerns to include patient demographic data, synopsis of incident, actions taken to resolve and outcome; input into Patient Relations database. Compose letters or e-mails to patients, visitors, or physicians, leadership, ensuring grammatical accuracy and according to the terms of the Shore grievance policy
Coordinate interventions/services with leadership and Risk Management.
Collaborate with unit leadership to meet customer service and clinical quality outcomes
Identify systems related problems via patient/visitor data and work collaboratively with physicians, administrators and staff to resolve. Conduct monthly accountability and variance analysis of data base.
Analyze complaint/grievance data and collaborate with Leadership and staff
Assist in the preparation of monthly, annual and quarterly reports for senior leadership and present data to leadership teams
Develop a consultant relationship with assigned clinics/units to build and sustain a patient/customer-focused culture
Lead Customer Service Training for staff as needed
Participate on committees, work groups and/or process improvement teams that improve patient/customer satisfaction
Notarize documents as appropriate at patients request and serve as a resource to answer questions regarding Advance Directives.
Influence change across the Organization
Perform other related duties incidental to the work described herein
Additional information
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.
This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts the company's rights to assign or reassign duties and responsibilities to this job at any time.
Shore Medical Center is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, gender identity, affectional or sexual orientation or sex.


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