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Patient Experience Coordinator

POSITION DESCRIPTION:

The Patient Experience Coordinator must possess the ability to resolve problems and respond to complaints in a positive, productive manner using sound judgment. The patient experience coordinator is in charge of ensuring that every patient that walks through our doors has an amazing and memorable experience. At TotalCare, our goal is to provide every patient, every time, with a great experience; the patient experience coordinator is at the fore-front of that initiative! 

The responsibilities of the Patient Experience Coordinator include:

MAJOR AREAS OF RESPONSIBILITY- High skills and experience required:

  • Providing excellent service support with a strong commitment to Patient Experience
  • Maintaining a positive, patient, family and employee centered, problem-solving attitude
  • Communicating with various customers toward creating an environment where engaged employees provide positive memorable experiences to our patients
  • Recording and forwarding messages, triaging calls for urgent information or services and initiating call for emergency services
  • Assisting the facility in the planning of a systematic, organization-wide approach to creating an optimal patient experience
  • Analyzing patient satisfaction data to track departmental performance
  • Identifying trends and areas for improvement and reporting progress to committees and department leaders
  • Tracking of Google Reviews and reporting to organization leaders

COMPETENCIES:

  • Attentive to details
  • Strong interpersonal skills
  • Strong organizational skills and ability to multitask
  • Excellent verbal and written communication skills
  • Ability to treat confidential information with appropriate discretion
  • Strong problem-solving skills
  • Ability to work under pressure

EDUCATION & EXPERIENCE:

  • Bachelor’s degree preferred but not mandatory (can substitute with years of experience)
  • 2-3 years of relevant experience

OTHER CONSIDERATIONS:

  • This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

 

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