Patient Experience Coordinator- Patient Relations- University Hospital - USA Health

USA Health is Transforming Medicine along the Gulf Coast to care for the unique needs of our community.

USA Health is changing how medical care, education and research impact the health of people who live in Mobile and the surrounding area. Our team of doctors, advanced care providers, nurses, therapists and researchers provide the region's most advanced medicine at multiple facilities, campuses, clinics and classrooms. We offer patients convenient access to innovative treatments and advancements that improve the health and overall wellbeing of our community.

Provides a patient-centered healthcare environment that utilizes a holistic and interdisciplinary approach to deliver state of the art care ; participates in the strategic planning activities for the department and institution; develops a strategic plan for the department that supports the institution’s overall plan; translates the department or institution strategic plan to staff, ensuring support of the plan and modifying the plan in response to changing internal and external factors; assumes accountability for current standards established by professions, regulatory and governmental agencies; determines, translates and implements relevant standards and promotes department compliance; maintains standard of practice consistent with current research findings; adheres to current Infection Control and Safety Standards; facilitates cooperative and collaborative relationships among disciplines/departments to assure effective delivery of services to support quality patient care; encourages and participates in planning and program development to facilitate the effective delivery of services that support quality patient care; communicates and uses appropriate customer relation skills with physicians, patients, families and healthcare team in person and via telephone; responds to overhead pages and digital pager in a timely manner; responsible for the hospital’s customer service program utilizes all available resources to assure effective performance of the department; assist in performing personnel functions for the department (i.e. recruitment, hiring, disciplinary actions, evaluations, counseling and education and follows University and hospital policy related to personnel functions; documents all personnel actions appropriately; supports all personnel as valuable assets to the institution; demonstrates strong interpersonal skills, coaches and mentors staff; develops an annual budget that meets the department needs within the framework of available resources; coordinates with other department heads for effective resource use; monitors budgetary expenses and revenues, identifies variances and adjusts spending accordingly; utilizes cost effective practices in performing all aspects of the job; evaluates and recommends space allocation and design for the needs of the department; develops, implements and updates policies and procedures in a collaborative and interdepartmental process according to JCAHO and hospital standards; prepares and reviews bids, systems of acquisition, distribution and use of supplies, materials and equipment; supports the mission of the University of South Alabama by: translating and incorporating institutional mission, vision and values to staff and other; providing an environment that is supportive of medical, nursing and allies health students; performs all duties in a professional and timely manner; serves as professional role model for all staff; utilizes a computer and appropriate software to generate reports and correspondence both written and electronic; abides by and enforces all compliance requirements and policies and performs these responsibilities in an ethical manner consistent with the organization’s values; facilitates staff participation in in-services and educational offerings to learn new skills and for continued development; coordinates customer service program for the hospital to include overseeing patient satisfaction survey process, serving as liaison between departments and hospital administration in resolving customer/patient concerns/complaints; responsible for updating material for employees pertaining to the Customer Service In-Service on Health Stream; develops and prepares and performs annual departmental in-services for Customer Service training; conducts hospital and group tours as designated; attends hospital, community and University events as needed representing USA Health Hospital’s; prepares and distributes monthly employee newsletter and distributes hospital-wide email announcements; responds to patient concerns/grievances/needs of patients and directs patient to appropriate resource(s);participates in Performance Improvement activities as assigned; regular and prompt attendance; ability to work schedule as defined and additional hours as required; related duties as required; other duties as assigned.

Bachelor’s degree in a related field from an accredited institution as approved and accepted by the University of South Alabama and three years related experience or one year of directly related experience in patient relations. HCAHPS experience highly preferred.