Job Description

Description Summary: In a High-Reliability Organization, reporting to the Director of Quality Management, the Coordinator of Patient Experience is responsible for the support of action plans to drive behavior change, process improvement, and environment changes based on patient experience data, to optimize care delivery, and achieve best-in-class patient satisfaction. The Coordinator will utilize data from patient engagement surveys, complaints, and grievances to support process improvement in the hospital to meet national metric benchmarks for patient experience in the hospital. Responsibilities:

• Supports the overall hospital program to achieve excellent patient experience in all areas; utilizes improvement programs based on identified patient experience needs.
• Champions departments on initiatives designed to improve the patient experience either through behavior change, process improvement, or environmental factors.
• Supports hospital leadership for making measurable improvements in patient experience satisfaction measures and achievement of CHRISTUS targets and goals with respect to patient opinion and services.
• Coordinates problem investigation, resolution, response, and prevention from data derived from surveys, complaints, and grievances.
• Coordinates the program to meet the regulatory requirements for complaints and grievances documentation and response for the hospital.
• Supports leadership in multi-disciplinary teams to manage initiatives related to the patients? experience.
• Promotes patient experience with hospital and unit-based action plans.
• Under the direction and guidance of the Director of Quality Management, provides reports on patient experience presentations for hospital leadership.
• Uses PDSA and HRO performance improvement techniques to support process improvement.
• Must have excellent communication skills (written, verbal, and listening).
• Must have excellent interpersonal and organizational skills.

Requirements:

• Associate degree required
• 1 year of education, customer service, or process improvement experience preferred
• Experience in supporting multi-functional teams required
• Experience in a healthcare setting is required

Work Type: Full Time

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About CHRISTUS Health

CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.

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Full time,

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