Job Summary:

The Patient Experience Coordinator is responsible for developing best practices in patient experience while supporting the organization in all efforts to partner with patients and families. Works closely with department management on all patient feedback programs. Analyzes and distributes data to monitor real-time feedback trends, while prioritizing efforts and making improvement suggestions. Helps to identify areas of opportunity and pilot new processes including development, execution and operating procedures. Provides behavioral and soft skill training on patient experience to all staff in all disciplines. Works with clinical leadership to incorporate behavioral trainings into learnings. Build, launch and manage new tools and processes to drive higher levels of employee and patient engagement and satisfaction. Assist with evaluation strategies that address how we measure the success of employee experience initiatives. Partner with employees to support recognition programs. Identify areas of opportunity and new processes with clear, measurable goals, that will improve overall CAHPS performance. Work in collaboration with all other performance improvement programs and organizational goals. Assist in educating and supporting physicians about patient experience including annual review and bedside rounding; responsible for engaging, influencing, and energizing leaders for accountability, embodying behaviors and expectations to create an amazing experience for each patient, staff member and visitor.

Minimum Qualifications:

Bachelor's degree (preferably in a healthcare-related field) and three years of relevant experience required. Intermediate to advanced MS Office skills including Excel, Word and PowerPoint required. Excellent interpersonal skills and exceptional judgment and discretion in interacting with physicians, senior management, nursing and support staff required. Strong organizational skills required, with the ability to focus on concentrated effort to multiple projects and re-establish priorities as necessary. Attention to detail that ensures follow through on all initiatives implemented, and all projects undertaken required. Ability to effectively respond to time sensitive issues and meet deadlines required.

Preferred Qualifications:

Demonstrates understanding of patient satisfaction survey process. Experience managing support staff preferred. Strong written and verbal communication skills preferred. Strong presentation skills, including creating and delivering PowerPoint presentations preferred. Some knowledge of current issues in the healthcare environment, particularly regarding patient experience preferred. Initiative and ability to work independently (self-direction), while thriving in a setting requiring collaboration and teamwork for maximal efficiency and effectiveness preferred.

Work Days:

Flexible 

Message to Applicants:

Recruitment Office: Human Resources

Executive Order:

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov.