Patient Experience Coordinator, Full-Time Days

Essential Functions

• Coordinates the team member response line hub.
• Answers call for the support line ensuring the contact center is open during advertised hours of operation.
• Identifies the challenges from multiple platforms and respond in line with OH vision and values.
• Contacts the patient or person commenting and assure them that their concerns are valued.
• Ensure that the feedback positive or negative is received by appropriate areas including escalating the concerns to the correct Administrator or Department.
• Reviews results and comments from patient satisfaction surveys and tracks trends.
• Participates in patient experience meetings.
• Provides assistance with performance improvement action plan for the clinic.
• Supports and provides service recovery education and training to achieve service goals.
• Demonstrates basic knowledge of statistics and statistical reporting methods, including third-party patient satisfaction surveys.
• Creates and maintains presentations and other necessary documents for all meetings concerning Patient Experience and satisfaction survey results.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions

• Assumes responsibility for professional growth and development.
• Assumes other duties as assigned.

Education/Training

• Associate degree required. Two (2) years of directly related work experience may substitute for the Associate degree (in addition to the requirements listed in the Experience section).

Licensure/Certification

• None

Experience

• Two (2) years of customer service experience required.
• Proficiency in Microsoft Office software required.
• Knowledge of reporting of Press Ganey or related hospital survey system.