The Patient Experience Coordinator is responsible for understanding, addressing, and improving results in our patient experience metrics. The Patient Experience Coordinator will also be the organization’s designee for receiving, responding to, and following up on all patient concerns. The position is responsible for developing, implementing, and managing the patient experience aspects of the Patient Experience Program, which focuses on the hospitality program for major donor-investors and critical stakeholders of United Health Centers.

SUMMARY OF RESPONSIBILITIES:

• In collaboration with the Director of Quality, leads the effort to develop policies, procedures, and clear standards and expectations regarding the Patient Experience Program while being attentive to the individual culture of the organization and strategic plans.
• Communicate directly with patients via phone and writing to understand and resolve complaints in collaboration with the Health Center Manager within timely.
• Maintain a documentation log of patient concerns, the action taken, and the final resolution of the issue. Provide a monthly summary to the CEO by category.
• Primary Liaison between Patient Experience Program enrollees and their families to assist with personalized assistance with scheduling and navigating their visits.
• Facilitate communication between patients, family members, and provider care teams.
• Visit health center locations to address patient concerns or perform liaison duties with patients and the health center team.
• Primary liaison between the patient experience aspects for all Employee-based Program visits.
• Execute patient success program best practices, policies, and strategies to ensure positive patient experiences.
• Reply promptly to inquiries and phone calls, document patient information accurately, and provide regular status updates on Patient Experience Program enrollees and employee-based programs to collaborating UHC key personnel by providing monthly updates on all member/VIP/stakeholders.
• The individual in this position will ensure all program deliverables/deadlines are met and communications with internal and external stakeholders are appropriate and efficient.
• Act as a liaison between the patient experience programs and key UHC personnel by fulfilling reasonable requests and working with leadership to determine the feasibility of unique program requests from enrollees.  
• Maintain positive relationships with health center managers, clinical teams, and UHC leadership to ensure the policies and procedures are followed for the Patient Experience Program and employee-based programs.
• A high degree of comfort, experience, and credibility in interactions with healthcare leaders, including “C” level executives, is essential to success.
• Competency in gathering information and understanding context from several sources, as well as the ability to analyze this information, draw conclusions, and make recommendations, is required.
• Provide coaching and support to the health center sites to ensure effective and successful patient experience and improve patient satisfaction and outcomes supporting our operations.
• Answers calls from the Patient Experience Program immediately with exemplary professionalism, courtesy, and discretion. Be available on call, including some weekends and holidays, for the Patient Experience Program.
• Meet Patient Experience Program enrollees at Health centers when appropriate and spend time relationship-building with members.
• After each Patient Experience Program enrollee interaction, a brief contact should be sent to the program's key stakeholders.
• Apply excellent communication and teamwork skills to maintain successful working relationships throughout the organization.

PERFORMANCE AREA 2: General Corporate Expectations

• Attends and actively participates in all meetings (e.g., department meetings, program meetings, employee staff meetings) and other activities as required or assigned.
• Attends workshops/seminars as necessary to increase skills and knowledge to provide effective care, treatment, and/or leadership.
• Supports the overall needs of the health center by working flexible or extended hours when necessary.
• Supports the needs of the health center by traveling to other UHC clinics when necessary.
• Demonstrates awareness of, and compliance with, organizational mission and objective of UHC to provide health care access and support services for all members of the community.
• Other work-related duties as assigned by supervisor. Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally either verbally or in writing.
• Maintains confidentiality and respect for information regarding patients and other team members; abides by UHC Rules of Confidentiality and general HIPAA regulations regarding privacy.
• Displays a positive, professional and respectful demeanor at all times toward employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for the health centers.
• Contributes to the team by promoting positive staff interaction, maintains open communication with other programs/departments.

QUALIFICATION REQUIREMENTS:

EDUCATION:

• Bachelor’s Degree preferred.

LICENSE/CERTIFICATION:

• Valid driver's license 

PRIOR EXPERIENCE:

• Three (3) years of experience in health care, patient customer service, and program management.

SKILLS: 

• Bilingual (English/Spanish) preferred.
• Exceptional written and verbal communication skills are required with peers, executives, and key stakeholders.
• Advanced Word, Excel PowerPoint experience and Outlook E-mail.
• Competency in gathering information and understanding context from several sources, as well as the ability to analyze this information, draw conclusions, and make recommendations, is required.
• Exceptional written and verbal communication skills are required with peers, executives, and key stakeholders.
• Must demonstrate advanced problem-solving skills and exceptional attention to detail.
• Must be flexible and maintain positive working relationships with the ability to comfortably navigate ambiguity, significant autonomy, and a fast-paced, changing environment.
• Must have strong project management and prioritization skills and the ability to meet sensitive timelines.

The pay range for this exempt position starts at $27.95 an hour. Our salaries are dependent on knowledge, skills, and experience.

In addition, our comprehensive benefits package for regular status employees includes:

• Medical, Dental, and Vision insurance with low premium cost
• Paid time off and paid holidays
• 401k plan with matching contribution
• Educational Assistance
• Employee discounts and more!