Key Responsibilities:
- Team Leadership and Supervision
- Oversee the patient liaison team, providing guidance, mentorship, and performance feedback.
- Coordinate schedules to ensure sufficient coverage and address any gaps in service.
- Conduct regular meetings with the team to review goals, discuss patient care issues, and promote a culture of empathy and support.
- Patient Advocacy and Support
- Serve as the primary contact for patients and families, addressing concerns, answering questions, and facilitating communication with healthcare teams.
- Ensure all patient concerns are resolved promptly, maintaining a high level of patient satisfaction and quality care.
- Advocate for patients’ needs and preferences, guiding them throughout their hospital stay and ensuring they feel informed and supported.
- Quality, HCAHPS, and Press Ganey Compliance
- Lead the team in meeting HCAHPS and Press Ganey standards, ensuring accurate data collection and compliance with patient satisfaction benchmarks.
- Oversee monthly reporting on patient satisfaction metrics, trends, and opportunities for improvement, and report these findings to the Patient Experience Director.
- Monitor discharge phone calls to assess follow-up needs and track patient feedback, using this data to make recommendations for service improvement.
- Interdepartmental Collaboration on Admission and Discharge Processes
- Collaborate with nursing, medical, and administrative staff to ensure smooth admissions and effective discharge planning.
- Work closely with discharge coordinators and case management to ensure that patients receive proper education, follow-up care, and support upon leaving the hospital.
- Assist in implementing initiatives to enhance continuity of care from admission through discharge, with a focus on addressing HCAHPS domains such as communication,
discharge instructions, and responsiveness.
- Data Management and Monthly Reporting
- Track and document patient interactions, concerns, and resolutions in the hospital’s database.
- Prepare monthly reports detailing HCAHPS scores, Press Ganey metrics, discharge phone call data, and other patient satisfaction indicators.
- Analyze data to identify trends and areas for improvement, and present actionable insights to the Patient Experience Director and other stakeholders.
- Training and Development
- Develop and conduct training sessions for the patient liaison team on best practices in patient care, HCAHPS standards, effective communication, and empathy.
- Promote professional development, encouraging team members to pursue relevant certifications and skills to enhance patient care quality.
- Provide ongoing feedback and evaluations to support the growth and performance of each team member.
Other Duties and Responsibilities:
- Provide computer support in creating graphs for various Performance Improvement projects.
- Pull data reports from various databases such as AHA Survey, Quality Net, NHSN-SAMS, OSHPD-CCORP, NCDR,Q-Centrix, IMP reporting, and the metrics utilized by these systems.
- Perform data uploads, data validation, run reports and provide data maintenance for Get with the Guidelines, and assist day to day operations within Quality
- Coordinate and pull data for physician peer review and ongoing physician performance evaluations (OPPE), as well as assit with data for the Nursing Team, Education, Quality and the administrative group.
- Coordinate annual hospital surveys such as AHA and Leapfrog as well as provide support to day to day facility initiatives within teh Quality Department.
- Provide computer support to Quality & Risk Management Director as needed.
- Coordinate the collection of the Core Measures and other duties assigned
- Provide computer support in creating graphs for various projects for the infection Control Nurse/MD.
- Provide Premier/Pathfinder data to the Infection Control Nurse as needed.
- Other Computer/Database Support to other Departments
- Manages the Hospital IQR Program- quality data reporting program for inpatient hospital services implemented by CMS and utilizes facility data to aim for hospital quality improvement initiatives and strives to improve the care provided by the hospital. With the assistance of the Quality Team, the Clinical Quality Coordinator manages the facility’s process improvement projects, the facility policies, and the procedure portal, and provides daily reports of Quality Metrics to the team, with the purpose of improving the facility’s quality of care provided.