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.

Essential Job Functions

1. Organizational Change
2. Maintains an environment that supports the application of Service Excellence.
3. Adapts processes rapidly when trends are identified. Creates and implements action plans based upon findings.
4. Supports and facilitates teams and builds consensus for suggested resolution.
5. Drives change. Assists with building of infrastructure within EMR to support initiatives.

2. Service Excellence- Sets example for ARMC staff and affiliates.
3. Promotes a culture of service– Exhibits ARMC Service Excellence Standards at all times.
4. Demonstrates the customer satisfaction standards set for the institution.
5. Actively participates to prevent customer complaints and dissatisfaction with services.
6. Recognizes complex service excellence issues that impact the organization. Implements innovative solutions to achieve balance.
7. Leads service excellence teams, coaches and mentors staff. Focuses attention and actions on what is best for the patient or customer.
8. Attempts to identify and anticipate all customer needs and tries to meet and/or exceed expectations.
9. Interacts with all customers in a caring manner.
10. Communicates effectively. Contact with others is polite, respectful and proactive.
11. Promotes a positive work environment. Functions independently and promotes teamwork.
12. Creates closure and/or follow-up after interactions.
13. Communicates effectively in a positive, respectful and concise manner.

3. Leadership
4. Acts as a facilitator and mentor for Patient Experience Council.
5. Maintains ethical standards of professional conduct with respect to activity design, data gathering, analysis, presentation, confidentiality and daily activities.
6. Develops partnerships throughout the organization and in the community.
7. Articulates and demonstrates support for organizational goals, the Mission and Vision of the Institution and the core values.
8. Follows up on concerns to conclusion. Keeps appropriate documentation of actions, follow-up and status.
9. Assures patient/family rights are respected and fulfills the Medical Center’s Patient Safety Philosophy.
10. Collates data from patient service reporting systems, analyzes, makes recommendations, and implements process to assure continuous improvement.
11. Maintains confidentiality of patient information and Medical Center business matters.
12. Complies with all established policies and procedures.

4. Safeguards self/others and physical plant and equipment.
5. Demonstrates and understands personal and department role in the security, health, life and safety plans.
6. Demonstrates and understands role in the hazardous materials plan and can access information on MSDSs.
7. Demonstrates and understands the role in the hospital emergency and disaster plan.
8. Follows procedures for reporting faulty equipment or service problems.

5. Performance Improvement
6. Participates in performance improvement activities.
7. Completes follow up calls, records, tracks and trends.
8. Compiles data, as requested for designated measures.
9. Understands and advocates for ARMC initiatives.
10. Actively assists in unit performance improvement monitoring.
11. Knows and understands PDSA model for unit’s Performance Improvement Program.
12. Demonstrates understanding of performance improvement principles in job performance

6. Consistently applies infection control policies/practices.
7. Understands and practices standard precautions for self and others in patient care activities.
8. Understands and practices appropriate disease-specific isolation.
9. Appropriately handles and disposes of sharps (i.e., needles, etc.) as required.
10. Ensures sterility of supplies and equipment.

7. Meets population/age specific competencies per unit specific addendum.

8. Attends department specific education/training, inservices, and staff meetings (80% or greater).
9. Attends mandatory in-services/educational/training activities.
10. Submits all required paperwork on time.
11. Verifies, by signature/initials, attendance at staff meetings or reading of staff meeting minutes.

9. Conducts various surveys and quality analysis to identify recurring patient problems and concerns:
10. Performs daily purposeful rounding. Varies rounding times and collaborates with CNO regarding reason for delays to be communicated to patients not yet seen or treated.
11. Performs service recovery to patients/families with concerns and informs supervisor of situations that need to be addressed by .
12. Observes compliance of nursing with key processes such as completion of patient bedside boards, AIDET, patient education

10. Recommends methods to measure the patient experience most meaningfully and analytically and applies methods to improve patient satisfaction.
11. Submits report to CNO on daily basis.
12. Actively participates in resolution of concerns and/or patient recovery
13. Takes initiative to work with departments (i.e. imaging, laboratory) to improve the process and patient satisfaction.

11. Tracks complaints and notifies ancillary departments of concerns.
12. All calls, if any, are responded to within the day received and appropriate personnel asked to resolve or answer questions immediately. Follow up with department and patient to ensure satisfaction. 
13. Reports presented to Patient Experience Committee on a monthly basis.
14. Reviews JL MORGAN data and reports on daily basis. Pertinent comments are forwarded to appropriate personnel as received. Trends reported to Patient Experience Committee on a monthly basis.

12. Makes recommendations to areas with recurring complaints to alleviate problems.
13. Reports trends to Patient Experience Council.
14. Analyzes quarterly report from JL MORGAN vendor for identification of areas needing improvement.
15. Reports to CNO, or the Quality & Risk Management and department directors/managers regarding satisfaction report and possible means of improvement..
16. Actively works with departments to help resolve problems.

13. Performs other duties as assigned.

Preferred:

1. Medical Course background,
2. College degree,
3. Previous experience in customer service and service recovery.
4. Bilingual (English/Spanish) highly desirable

Required:

1. 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.
2. Excellent judgment and ability to stay calm and level headed in difficult situations.
3. Must be able to communicate information effectively to others verbally and in writing.

4. Licenses/Certifications

   Current Healthcare Provider BLS

   ACLS preferred

   Current EMT or CNA certificate preferred

   Management of Assaultive Behavior within the initial 3 month period of employment