Patient Quality Assurance Coach - OHMG Service Excellence

Overview

Department:
Orlando Health Medical Group - Service Excellence

Status:
Full-Time | 40 hours per week

Shift: Monday - Friday, 8am - 4:30pm

Title:

Patient Experience Quality Assurance Coach

Address of Practice: 4401 S Orange Ave.

Position Summary

The Patient Experience Quality Assurance Coach is responsible for conducting coaching, maintaining quality standards, and collaborating with leadership on ways to improve quality and experience. This position coordinates on-going trainings and education materials relative to Patient Experience. The Patient Experience Quality Assurance Coach provides feedback, coaching, resources, and works with team members and leadership to achieve goals and deliver highly reliable patient experience outcomes.

This position supports the Orlando Health Medical Group with quality initiatives, process improvements, and overall performance improvement. Performs analytics, reporting, observations, trainings, and communicates with leadership for accountability of the patient experience outcomes. Responsible for monitoring patient experience platform, Rounding, and patient/ team member interactions.

All Inclusive Benefits (start day one)

Health/Dental/Vision/Life Insurance, Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees.

About OHMG

Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida.

Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.

Essential Functions

• Reviews patient experience metrics, composed of patient survey metrics and comments to identify trends and implement strategic plans for improvement.
• Assists management in the development and updating of reports to identify and track quality trends.
• Provides feedback/coaching to team members and leadership based on quality standards.
• Answers questions and assists team members with issues regarding core behavioral skills, Orlando Health policies, and procedures.
• Remains current and proficient in all operational procedures and best in class service skills to provide appropriate coaching based on quality assurance trends.
• Coordinates and assists initial and on-going training, coaching, and development of new hires and current team members.
• Coordinates with Patient Access Center Quality Assurance to ensure quality metrics are met for the medical practices.
• Identifies medical practices to identify areas of patient experience improvement.
• Reviews and maintains reports and databases to monitor patient experience tracks and trends.
• Owns and structures accountability and key success metrics to track the impact of the initiatives to the desired outcomes.
• Supports and reinforces communication protocols with patients and the practice to provide ongoing feedback regarding core skills, accuracy/errors.
• Supports and reinforces training with team members on the purpose of service excellence and how to ensure high reliability outcomes.
• Manages multiple continuous projects to support the implementation of process improvements, both intradepartmental and interdepartmental.
• Assists in expediting issue resolutions through resources and communication.
• Communicates…