Patient Experience Coordinator
Full Job Posting
Position Responsibilities
Acts as a liaison between patients/families and Hospital staff as it pertains to patient experience at MSMC.
Communicates and directs detailed patient's concerns to the appropriate managers/directors.
Follows up with patients and the staff to ensure the timely and appropriate resolution of any issues or complaints.
Assists patients in the compliance of Hospital policies and procedures as it related to patient satisfaction, service recovery and grievance resolution and employee Standard of Performance.
Logs patient complaints/grievances using RiskQual following CMS guidelines.
Tracks complaints registered by nursing leadership and those received by phone/email/etc., and creates ongoing performance reports
Promotes a excellent patient experience by presenting a positive reflection of Mount Sinai to Physicians customers/patients, visitors and staff through a courteous and appropriate personal attitude.
Ensures nursing units identify & solve problems locally. Assists nursing leadership identify root causes, develop improvement initiatives and tracks action plans.
Manages (project owner) Mount Sinai's cross-department initiatives.
Oversees Patient Experience and Conflict Resolution ongoing training program.
Prepares and manage MSMC's Patient Experience Quarterly Committee.
Plans and execute Process Audits (Process Confirmation) calendar.
Ensures the Employee Engagement Program is executed properly in the units.
Education
Associate degree in a related field required or equivalent years of work experience.
Experience
- Experience dealing with clients in a service-intensive environments (restaurants, hospitals, etc.).
- Ability communicate effectively in English and Spanish both verbally and in writing in a clear, concise, and empathetic way.
- Proficient in Microsoft Office (Word, Excel, PowerPoint). MS Access experience desired.
- ON SITE WORK SCHEDULE - Occasional weekend or evening hours required
- Education
- Associate degree in a related field required or equivalent years of work experience.
Benefits:
- We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs:
- Health benefits
- Life insurance
- Long-term disability coverage
- Healthcare spending accounts
- Retirement plan
- Paid time off
- Pet Insurance
- Tuition reimbursement
- Employee assistance program
- Wellness program
- On-site housing for select positions and more!
- Degree Requirements:
- Certification:
Preferred Qualifications
- Proficient in Microsoft Office (Word, Excel, PowerPoint). MS Access experience desired.
About Mount Sinai Medical Center
Independent, not-for-profit teaching hospital system in South Florida.
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