Patient Experience Coordinator

The patient experience coordinator serves as a member of the patient experience team to drive patient experience strategy for Yale New Haven Health (YNHH) and the aligned clinician enterprise (ACE). Serves as a knowledge expert around the implications of Consumer Assessment of Healthcare Providers and Systems (CAHPS) measures, including value-based purchasing, reimbursement, and the impact on the organization.

Overview:

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The patient experience coordinator serves as a member of the patient experience team to drive patient experience strategy for Yale New Haven Health (YNHH) and the aligned clinician enterprise (ACE). This role supports the management, dissemination, and interpretation of patient experience data. Participates in the development and implementation of patient/customer experience strategies and initiatives, and provides support to sites/regions for analytics, performance improvement, and implementation of evidence-based best practices. Serves as a knowledge expert around the implications of Consumer Assessment of Healthcare Providers and Systems (CAHPS) measures, including value-based purchasing, reimbursement, and the impact on the organization. This role assists in the development and sustainment of education programs that support the care signature for YNHH and the aligned clinician enterprise. This position plans and coordinates educational/teaching activities for staff, inclusive of physicians, with the goal of achieving excellence in patient experience.

EEO/AA/Disability/Veteran

Responsibilities:

• 1. Data Analytics
• • 1.1 Facilitates the preparation, gathering, analysis, and interpretation of patient/customer engagement data to assess efficacy of the patient/customer experience strategy.
• 2. Performance Improvement and Project Management
• • 2.1 Serve as knowledge expert on service performance improvement for staff and physicians.
• 3. Education/Training Support
• • 3.1 Develops curriculum and content for clinical and staff in partnership with patient experience leadership.
• 4. Patient and Family Centered Care
• • 4.1 Supports the organization?s commitment to patient and family-centered care.
• 5. Administrative responsibilities
• • 5.1 May be responsible for reviewing and responding to emails in patient experience email box, including patient letters. Acknowledges patient emails promptly, making appropriate referrals for follow-up.

Qualifications:

EDUCATION

 

Bachelor?s degree in business, public health, healthcare, or other related field is required. Master's degree in a health care discipline, public health administration, or related field pertinent to this role strongly preferred.

 

EXPERIENCE

 

Three (3) to five (5) years of experience in a healthcare setting or customer service with progressively increasing responsibilities. Experience in service excellence, data analysis, statistics, and performance improvement required. Experience working in partnership with patients and families.

 

LICENSURE

 

Certified Patient Experience Professional (CPXP) preferred.

 

SPECIAL SKILLS

 

Excellent written and oral communication skills, including presentations. Training in performance improvement methodologies is strongly preferred. A passion for improving the delivery of healthcare and the patient experience of care across the continuum of care. An ability to work collaboratively with and influence individuals at varying levels within the organization. Experience delivering results in a matrixed work environment. Must be flexible, team-oriented, able to work independently and autonomously, a critical thinker, and committed to learning and growth. Highly organized and able to oversee multiple projects at one time. Ability to use PC applications necessary for functions of screening, documentation and composition, report preparation, and presentations. Demonstrates competency in documentation, project coordination, with an understanding of diverse cultures. Outstanding problem-solving skills and creative management of issues.

 

PHYSICAL DEMAND

 

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. They are frequently required to reach with hands and arms. They are also required to stand and walk. They must occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, and depth perception. The noise level in the work environment is usually moderate. Must be able to adhere to the requirements of the role. Incumbents as well as external and internal applicants who become disabled must be able to perform the essential job functions with or without the assistance of reasonable accommodation as determined on a case-by-case basis.