Patient Experience Coordinator-UPMC Lititz

Location

York, PA | United States

Job description

UPMC Lititz is looking for a Patient Experience Coordinator to join their team.

If you are passionate about service excellence and are focused on clinical compliance apply today to learn more

about this exciting opportunity!

Work location: 1701 Innovation Drive, York, PA

Hours: Monday-Friday either 7:00am-3:30pm or 7:30am-4:00pm

Purpose:
Under the direction of the System Manager of Patient Experience the purpose of this position is to assist with coordination, planning and execution of system-wide activities focused on service excellence and regulatory compliance. Responsible for frequent interactions with members of the healthcare team throughout the UPMC Pinnacle System. Assists in the hardwiring of activities that are focused on ensuring the organization meets /exceeds outcomes associated with service excellence and clinical compliance. Responsible for overseeing UPMC Pinnacle Health System clinical activities designed to meet specific state, federal, and review agency standards. Assists in the management of systems and processes related to System compliance to assure successful reviews and to maintain the licensing and accreditation status of the hospitals. Responsible for overseeing UPMC Pinnacle Health System activities focused on development, implementation and monitoring of patient experience strategies. This position is responsible for ensuring system goals and outcome measurements tied to the patient experience are consistently met.

Responsibilities:

• Regulatory assists in the dissemination of regulatory information throughout the healthcare system.
• Evaluates system compliance to established regulations, identifies areas of deficiency, and leads teams to develop actions to bring system into compliance.
• As directed by the System Manager for Patient Experience, develops educational materials and in-services to keep System aware of pertinent issues related to areas of responsibility.
• As directed by the System Manager for Patient Experience, provides support during Department of Health, The Joint Commission and other regulatory agencies for scheduled/unannounced visits and reviews.
• Works with the System Manager for Patient Experience and System Vice President of Patient Service Coordination to assure System readiness for regulatory reviews.
• As directed by the System Manager for Patient Experience, accepts assignments that support the PHS mission, vision and values.
• Assists the System Manager for Patient Experience in the management and reporting of licensed bed status, staffed versus non-staffed status, beds out of service, room designations and documentation of changes.
• Assists in periodic organizational needs assessments for regulatory compliance.
• Identifies and responds to areas of vulnerability.
• Performs mock tracers to evaluate compliance with regulatory and accreditation standards.
• Provides feedback from tracers to the System Manager for Patient Experience.
• Hardwires management and employee practices to ensure continued survey readiness.
• Understands UPMC Systems policy management software and structure.
• Reviews and utilizes appropriate policies when evaluating compliance with standards and regulations.
• Conducts audits to measure effectiveness of implemented processes and actions.
• Assists with planning and coordinating patient experience programs throughout the system.
• Collaborates with UPMC PinnacleHealth leaders to monitor and report on assigned projects, identify primary issues impacting customer service, and work with others to assure individual and team effectiveness.
• Understands key concepts specific to patient satisfaction public reporting and Value Based Purchasing.
• Continuously evaluates progress and identifies barriers to success.
• Reviews satisfaction surveys to identify trending.
• Highly accountable to improve outcomes specific to patient satisfaction.
• Understands and utilizes key concepts of performance improvement.
• Supports leaders in their role as cultural leaders in the transformation of Journey to Excellence.
• Utilizes evidence past practices to address areas of opportunity.
• Frequently interacts with patients and their significant others to gain insight about their healthcare experience.
• Oversees and coordinates the patient experience simulation labs.
• Assists in the planning and coordination of the Leadership Development Institutes for the continuation of leadership learning and development in the creation of customer service education, training and tools.
• Researches, reviews and implements best practices for the patient experience.
• Hardwires management and employee practices to ensure exceptional service on an ongoing basis.
• Coordinates with leadership to provide mentoring, support and resources to interdisciplinary staff.
• Program Development and Maintenance.
• Analyzes, re-engineers and evaluates systems and processes to maximize the clinical activities related to compliance.
• Conducts audits to measure effectiveness of implemented processes and actions.
• Adjusts and modifies program to meet objectives.
• Actively participates in educating and informing members of the Medical Staff, Administration and System Leadership with regard to compliance issues.
• Analyzes data to identify trends which negatively impact patient care and safety issues.
• Demonstrates the highest degree of customer awareness by seeking out opportunities to meet the needs of internal and external customers.
• Treats each person as an individual with respect and dignity.
• Is receptive to questions and criticism, and willing to offer assistance.
• Demonstrates genuine concern and empathy.
• Consistently performs all of the above in a friendly, courteous manner.
• Maintains accountability for patient and family satisfaction throughout the admission process.
• Role models cultural attributes of the System.
• Meets universal standards of the System.
• Secondary Duties:
• Implements any other duties as may be assigned by the System Director of Customer Relations.
• Completes department specific educational requirements as well as system related requirements.
• Human Relations / Contact and Communications.
• Demonstrates professional responsibility and accountability in the role.
• Participates in department/UPMC Pinnacle Health Hospitals activities which promote understanding of clinical compliance.
• Works effectively in team efforts.
• Maintains confidentiality of clinical and personal information when talking with others, especially in public areas, in accordance with UPMC Pinnacle Health Hospitals Administrative Policy #100.000.
• Promotes harmonious atmosphere with a positive attitude.
• Demonstrates excellent communication skills with the Medical Staff and healthcare team.
• Attends hospital required in-service programs.
• Performs duties as assigned.

Job tags

Salary

$28.01 - $43.6 per hour