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Patient Experience Coordinator

Job Details

Job Location

Mendota Heights - Mendota Heights, MN

Position Type

Full Time

Description

ThePatient Experience Coordinatorworks with patient families/contacts via phone calls to ensure the best experience possible is being provided, and addresses concerns or special needs that may arise during their time with St. Croix Hospice. The Patient Experience Coordinator works directly with various members of the patient’s hospice team, Clinical Managers, and administration to solve problems that patients & families may have with the goal of facilitating a positive patient experience. The Patient Experience Coordinator acts as an intermediary between St. Croix Hospice and the patient/family to bring about the highest-level quality care.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

+ Maintains pro-active communication with patients/families/caregivers to follow up on any questions or concerns and provide support options at the end of life.

+ Records and uploads data about patient care

+ Pays attention to trends, and reports information to appropriate departments for action.

+ Establishes rapport with the patients/families for comfort during grief and to learn what is the most important in their hospice experience.

+ Open communication regarding the what patients/families find most important in their hospice experience.

+ Responds to, investigates, and documents complaints and concerns and communicates identified issues to appropriate staff.

+ Achieves department/organization outcomes

+ Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction.

+ Meets department/organization satisfaction goals.

+ Meets department/organization quality goals.

+ Meets mandatory department/organization job requirements within established time frames.

+ Prepare reports as instructed. Assist with gathering information for trending and tracking as assigned.

+ Maintain strict confidentiality.

Qualifications

+ High school graduate or equivalent

+ 3+ years of patient-centered or health care related experience, preferably in a hospice setting

+ Customer service experience preferred

+ Excellent verbal, written and interpersonal communications skills

+ Superior customer service skills to include active listening, de-escalation, and empathy by responding appropriately

+ Ability to manage and prioritize multiple tasks

+ Strong computer skills with knowledge of Microsoft Word and Excel

+ Ability to be detail-oriented, ensuring accuracy and consistency in data collected.

+ Ability to establish and maintain effective working relationships.

+ Knowledge of basic grief and loss preferred

+ Ability to type minimum of 50 words per minute.

+ Ability to multi-task, demonstrates autonomy, organization, attention to detail, assertiveness, flexibility, and cooperation in performing job responsibilities.

+ Working knowledge of office equipment including phones, headsets, voicemail, and printers.

+ Ability to deal tactfully with customers and the community.

+ Strong telephone communication skills.

+ Personal vehicle for travel, valid driver’s license, and personal auto liability insurance.

+ Infrequent lifting, not more than 20 pounds (with help) and/or carrying objects weighing up to 20 pounds. May be prolonged periods of sitting; low amount of walking, stooping, and standing.

The salary range for this role is $22-$25/hourly. An employee’s actual annual salary will be based on but not limited to: geographic location, relevant education, applicable certifications, depth of experience, and special skillsets. The total compensation package for this position may also include the opportunity to participate in employee benefits including our medical/dental/vision/pet insurance, disability and life insurance, paid time off, and 401(k) retirement plans, subject to applicable plan terms, and/or eligibility for other compensation.