Patient Experience Coordinator - HUP

Position: Patient Experience Coordinator - HUP (Full-Time Days)
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:

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:

• The Patient Experience Coordinator serves as the voice of the patient, receives and resolves patient feedback (negative and positive), service referrals and patient requests. The Patient Experience Coordinator is responsible for real-time investigation, real-time entering, tracking and trending patient and family feedback information in the patient feedback system. This role provides written responses to patients/families in accordance with the Penn Medicine, CMS, TJC and other regulatory organization requirements.
  
  The Patient Experience Coordinator partners with clinical and non-clinical members from all departments within Penn Medicine to drive patient and family centered experience initiatives, to support the delivery of the Penn Medicine Experience.

Responsibilities:

• Coordinates, investigates and responds to all patient feedback in accordance with the Penn Medicine, CMS, TJC, Magnet and other organizational and regulatory requirements.
• Collects, trends, analyzes and disseminates data related to patient experience including but not limited to patient complaints and patient satisfaction. Makes recommendations for improvement based on data analysis to the Director, clinical and non-clinical leadership that may result in operational changes, decision-making or other system improvements. Partners with clinical and non-clinical employees to drive improvement initiatives based on patient feedback and experience.
  
  Participates/facilitates meetings as needed.
• Participates in the organization's Risk Management Program by representing the consumer's dissatisfaction and by researching and documenting obstacles to smooth delivery of services and by recommending operational and system changes.
• Maintains the formal grievance mechanism in compliance with CMS/TJC standards. Initiates system changes when corrective action is necessary, and monitors and evaluates the effect of such corrective action.
• Provides advocacy services for consumers under the Patient's Bill of Rights. Provides education and support to consumers regarding patient's rights and responsibilities, advanced directives and understanding the healthcare system and associated sequelae. Provides education and support to employees regarding advanced directives, patient's rights and responsibilities, awareness of patient perceptions and how to handle difficult situation. Advocates on behalf of patients and their families to resolve concerns or unmet needs to provide timely resolution to patient and family concerns.
  
  This includes multiple communication methods such as email, telephone and face-to-face with both patient/family interactions and interactions with other hospital employees. Promotes a positive patient experience including crossing departmental lines to gather information or resolve concerns.
• Serve as a central source of information, referral and interpretation of hospital services, programs, policies and procedures
• makes appropriate referrals to hospital and community resources. Provides notary services for patients and families. Assists with the coordination of language interpretation (verbal and American Sign Language) services for patients in…