Senior Patient Experience Coordinator - HUP

Position: Senior Patient Experience Coordinator - HUP (Full-Time Days)
** Description*
* Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Job Title:

Senior Patient Experience Coordinator

Entity:
Hospital of the University of Pennsylvania

Department:
Patient and Guest Relations

Location:

Hospital of the University of Pennsylvania- 3400 Spruce St

Hours:

7:30am
-5:30pm, one weekend shift every 6 weeks - with two days off during pay period when you work a weekend

The Patient & Guest Relations (PGR) department at the Hospital of the University of Pennsylvania at Penn Medicine is the central hub for managing patient concerns, ensuring compliance with CMS regulations, and supporting a safe, compassionate Penn Medicine experience. The team handles real time complaints and formal grievances while partnering closely with physicians, nurses, security, transport, and clinical leaders to resolve issues quickly and effectively.

PGR also provides high touch services including welcoming greetings, visitation support, way finding, caregiver resources, volunteer coordination, and notary services. The department thrives on collaboration, communication, and problem solving, making it an ideal environment for candidates who excel in empathy, emotional intelligence, critical thinking, and cross department teamwork-people who want to make a meaningful impact on patients, families, and the overall care experience at Penn Medicine.

Summary:

+ Serves as the voice of the patient. This role emphasizes the receiving and resolving of patient complaints, compliments, service referrals, patient and family requests and entry of feedback information in our patient feedback system. Answers or directs inquiries to appropriate personnel while ensuring the satisfaction of providers, patients and their families through positive interactions. Partners with all departments in Penn Medicine to embrace and encourage delivering the Penn Medicine Experience.

Provides written response to patients/families in accordance with CMS/TJC requirements. Partners with clinical and non-clinical leadership to drive patient and family centered experience initiatives. As the Senior Patient Experience Coordinator, this position is responsible for co-chairing the Patient Experience Council, and leading nursing-driven patient experience projects. Serves as the point person within PGR to handle patient/visitor process, changes and exceptions.

Responsibilities:

+ Responsible for facilitating all necessary documents and reports for the PAH Grievance/Feedback Committee.  Including but not limited to: taking meeting minutes, preparing agendas, creating reports/dashboards, trending feedback themes and coordinating presentations.

+ Manage high level, executive grievances referred to PGR in accordance with the PAH Grievance Flowsheet and ensuring Director of Patient Experience and Senior Leadership are receiving consistent communication regarding updates of these grievances.

+ Review on an annual basis, all PAH PGR Regulatory Policies and provide Director of Patient

Experience with recommendations for policy updates and ensure PGR's compliance for continuous survey readiness.

+ Analyzes and disseminates data on complaints, patient satisfaction surveys and other feedback mechanisms. Makes recommendations to Director of Patient Experience and/or hospital leadership which may result in operational changes or other system improvements.

+ Maintains the formal grievance mechanism in compliance with CMS/TJC standards.  Initiates system changes when corrective action is necessary. Monitors and evaluates the effect of corrective action.

+ Rounding on assigned nursing units/outpatient departments on a daily basis to proactively address patient…