Job description
Overview:
This position requires the full understanding and active participation in fulfilling the mission of ARMC. It is expected that the employee exceed behavior expectations consistent with the core values of ARMC and AHMC. The employee shall support ARMC’s strategic plan, departmental goals and actively participate in improvement of the department following performance improvement strategies. The employee is also expected to support all organizational expectations including, but not limited to; Customer Service, Patient’s Rights, Confidentiality of Information, Environment of Care and AHMC initiatives. Qualifications:
Preferred:
The Patient Experience Coordinator (PEC) functions to promote and improve patient experience by managing and executing customer service strategies and initiatives throughout the organization. The PEC collaboratively works with other patient advocates, nursing and ancillary staffs and other care partners to support the growth and development of staff, support operations, provide education and training, and assist in marketing the hospital and organization. The PEC demonstrates a positive attitude at all times, completes daily rounds and follow up calls, analyzes data regarding processes and develops action plans to address findings. Facilitates house-wide patient experience program and caregiver excellence. The Patient Experience Coordinator develops and reinforces service behaviors and excellence strategies, including rounding with purpose, AIDET, service recovery, teamwork, patient/family involvement with shift report, cleanliness & quietness. The position completes follow up from patient service reporting systems, tracks and trends findings, reports findings and action plan to designated medical staff meetings.
This position requires the full understanding and active participation in fulfilling the mission of ARMC. It is expected that the employee exceed behavior expectations consistent with the core values of ARMC and AHMC. The employee shall support ARMC’s strategic plan, departmental goals and actively participate in improvement of the department following performance improvement strategies. The employee is also expected to support all organizational expectations including, but not limited to; Customer Service, Patient’s Rights, Confidentiality of Information, Environment of Care and AHMC initiatives.
Education/Training/Experience
Preferred:
- Medical Course background,
- College degree,
- Previous experience in customer service and service recovery.
- Bilingual (English/Spanish) highly desirable
Required:
- Excellent organizational, analytical, and communication skills, and the ability to relate well with people of various ethnicity, race, backgrounds and all levels within the organization.
- Excellent judgment and ability to stay calm and level headed in difficult situations.
- Must be able to communicate information effectively to others verbally and in writing.
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