• Job Title: Patient Experience Coordinator

    Date Posted: July 09, 2021

    Department: Performance Improvement

    Hours: Days

    Hours per Week: 37.5

    Status: Full Time

    Rome Health is seeking a full-time patient experience coordinator to serve as a consultant to the hospital’s supervisors, directors and administrators to assist them in the hospital’s strategic objective to foster a culture of service.

    The ideal candidate must be a compassionate, creative problem-solver who can facilitate “win-win” solutions and inspire others to deliver exceptional service. The patient experience coordinator must possess exceptional interpersonal skills to de-escalate difficult situations.  A college degree with a minimum of two years experience in healthcare/hospitality customer service is required.

    Essential duties:

    Monitor patient satisfaction “best practices” within the healthcare industry and serve as an internal consultant to identify opportunities and lead initiatives that will support achievement of established patient satisfaction goals.

    Review and analyze patient satisfaction information from multiple sources, including Press Ganey, internal surveys and service recovery logs to identify trends and opportunities for improvement.

    Make routine rounds to observe the hospital, its staff and services through the customers’ eyes to identify opportunities to enhance their experience at the hospital.

    Provide assistance to directors and supervisors in understanding patient satisfaction reports and communicating results.

    Assist supervisors and directors in developing action plans based on report data and monitor results of the plan.

    Serve as a member of the Quality and Patient Safety Committees.

    Support the Education Department in developing and facilitating customer service training programs and ongoing messaging to promote exceptional customer service.

    Prepare and deliver customer service presentations at orientation and intermittently when indicated.

    Conduct daily patient rounds, distribute, collect and address needs on patient comment cards.

    Manage the hospital’s process to investigate, resolve, document, and report formal patient complaints and grievances.

    About Rome Health

    Rome Health is a non-profit health care system based in Rome, N.Y., providing services to patients throughout Central New York. From primary and specialty care to long-term care, Rome Health delivers quality, compassionate medical care for every stage of life. We are a comprehensive health care system that connects you to the best clinicians and the latest technologies so they are easily accessible to you and your family. Rome Health is an affiliate of St. Joseph’s Health and an affiliated clinical site of New York Medical College.

    The best care out there. Here.