at NorthShore University Health System in Naperville, Illinois, United States
Job Description
Patient Experience Coordinator
Position Highlights:
Position: Patient Experience Coordinator
Location: Edward Hospital & Elmhurst Hospital
Full Time/Part Time: Full Time
Hours: Monday-Friday, 8:00am-4:30pm
Required Travel: travel to other Endeavor Health locations may be required
What you will do:
Patient Complaints & Grievances
Manages complaints and grievances to maintain Joint Commission, IDPH and CMS patient rights standards related to complaint and grievance process, to ensure standard of performance for quality experience and ensuring proper closure of events.
Provide accurate well written closure letters utilizing CMS standards inclusions to complete event process.
Assesses, investigates and problem-solves non-clinical complaints and patient concerns. Ensures timely documentation and resolution. This may include interviews with staff, basic chart review, policy review, consultation with Risk Management, Quality or Administration, etc.
Reviews and as appropriate responds to complaints and issues identified through patient survey tools.
Collaborates with department leaders to communicate with patients/others to resolve complaints and grievances within timeframes and escalates issues when appropriate.
Promotes positive customer relations by attentive listening, empathetic responses in a courteous, friendly, and professional manner.
Participates in patient rounds for proactive response to potential complaints and offers service recovery as appropriate. Offers support in de-escalation and conflict resolution in difficult patient and visitor situations.
Deals discreetly with sensitive, confidential information concerning patient health issues, professional conduct and performance of departmental staff, ensuring compliance with all HIPAA regulations.
Maintains professionalism during difficult customer and staff conversations and encounters.
Maintains industry expertise on patient complaint and grievance management practices.
Patient Experience
Fosters and embeds a culture of patient and family centered care and outstanding customer service. Cultivates a culture of compassion and an organizational commitment for exemplary experiences for all staff, patients and family members.
Collaborates with leadership, to identify and mitigate barriers as identified through patient complaints. Participates in the development of programs and services that address specific aspects of the patient experience.
Ensures DE&I and health equity strategies are manifested in ongoing Patient Experience initiatives, policies and procedures.
Supports organizational committees to drive patient experience initiatives and ensure organizational alignment.
Maintains up-to-date knowledge of organizational & patient population climates to effectively coordinate executive rounds related to high priority patient and employee experience needs.
Acts as internal consultant related to improvement projects and training & development needs related to patient experience in arenas such as employee orientations & onboarding process.
What you will need:
Education: Bachelor's degree required
Certification: n/a
Experience:
Professional experience in a healthcare management or leadership role in customer service, process improvement, patient satisfaction, health administration, patient relations or related role
Unique or Preferred Skills:
Facilitation skills coupled with exceptional listening skills and strong oral and written communication skills; demonstrated competency in presentations, classroom and small group instruction helpful.
Proficient knowledge of computer applications i.e; Office, Word and Excel.
Benefits:
Career Pathways to Promote Professional Growth and Development
Various Medical, Dental, Pet and Vision options
Tuition Reimbursement
Free Parking
Wellness Program Savings Plan
Health Savings Account Options
Retirement Options with Company Match
Paid Time Off and Holiday Pay
Community Involvement Opportunities
Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals - Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) - all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.
When you work for Endeavor Health, you will be part of an organization that encourages its employees to... For full info follow application link.
EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.