At Natividad, our dedication to the people of Monterey County is at the heart of everything we do—from the health care services we provide to the specialized programs we promote. This commitment to our community spans more than 130 years and, more importantly, has touched countless lives. It has also earned us a Joint Commission ranking in the top percentile of hospitals nationwide. If you believe in inspiring healthy lives by focusing on community-based care, consider joining Natividad today.
PATIENT EXPERIENCE COORDINATOR
We are currently seeking a qualified individual to be responsible for optimizing patient experience by working collaboratively with leadership, patients, families, physicians and staff to identify key opportunities for improvement and the resolution of complaints to provide a positive patient and family-centered culture of service excellence.
Example of Duties:
Coordinate an on-going customer/patient relations program and develop components to advance the overall patient experience to ensure good customer service in alignment with the Natividad Mission, Vision and Strategic Plan
Analyze trends, legislation and complex customer/patient experience issues; develop, evaluate, formulate and implement effective solutions
Develop and implement departmental and administrative policies and procedures as it relates to the area of customer/patient experience improvement
Review and provide customer/patient experience reports to key leaders; monitor and evaluate reports; troubleshoot areas of concern; and implement corrective measures as needed
Identify and incorporate the needs of a culturally diverse population to ensure effective communication and relations with patients and their families
Coordinate staff training or other programs to ensure new and existing staff have proper resources to provide patient-centered communication through the culture of service excellence
Attend or serve as management liaison at meetings/functions such as committees, task forces and participates in community forums or conferences to stay abreast of the industry trends
Interpret and apply policies and procedures related to customer/patient experience and oversee the preparation, maintenance and reporting of a variety of records, data and statistics
Minimum qualifications include 2 years of customer/patient relations or performance improvement experience, preferably in a hospital setting. Bilingual English/Spanish is highly desirable.
Requires working knowledge of:
Fundamentals of understanding and resolving complaints and grievances preferably in a healthcare setting
Current trends and best practices in customer experience and service excellence
Preparation and presentation of written and oral reports to a variety of audiences
Effective project and time management skills
And some knowledge of:
Patient care processes and customer satisfaction principles
Patient experience surveys, tools & metrics related to regulatory requirements for performance improvement and grievance management (e.g. Joint Commission, Title XXII and CMS)
The principles and practices of performance improvement, action plan development and follow through
Natividad fosters a culture of service excellence and seeks candidates who have demonstrated the ability to provide and continually improve the responsiveness of that service. The Human Resource department takes a leadership role in implementing Natividad's customer service program. Customer service relations at Natividad recognizes, respects, and understands the rich diversity of the health care environment.