Patient Relations & Service Excellence Coordinator - Milford Regional Medical Center

About Us:

Milford Regional Medical Center is a full-service, community and regional teaching hospital located in Milford, Mass. and serves patients from more than 20 towns in Central Massachusetts. The 149-bed medical center is a nonprofit, acute-care facility, where more than 300 primary care and specialty physicians are committed to providing exceptional healthcare services to our community with dignity, compassion and respect.

Statement of Purpose:
The Patient Relations/Service Excellence Coordinator (PR/SEC) works directly with various members of the healthcare team, hospital departments, and administration to review and act on concerns that patients and families have. The position acts as a means through which patients can seek solutions to concerns, issues, and unmet customer expectations. The PR/SEC manages complaints and grievances while actively seeking resolution to identified problems and concerns of the patient and/or families. The PR/SEC works in conjunction with the Director of Volunteer Services to coordinate the patient representatives. Additionally, the PR/SEC supports the Patient Family Advisory Council.

The PR/SEC supports the service excellence program including supporting the Engagement & Experience Workgroup and subgroups. The program works with the Quality & Patient Safety divisions' leadership to implement service-oriented systems to achieve better health for both the front-line team and patients/families.

Directly reports to the Director of Quality, Patient Safety & Experience

Qualifications:
Education:Bachelor’s degree required, preferably in related field (Healthcare Administration, Business Management)orminimum of three (3) yearsof relevant experience.

Certification / Licenses: Certified patient experience professional (CPXP) preferred. Certification expected to be achieved within three years of hire.

Experience:

Minimum of three years of experience in the patient relations, customer service or service excellence field

Strong communication, prioritization, organizational and presentation skills with the ability to facilitate effective meetings

Ability to work in a team environment; flexibility, adaptability, integrity, and interpersonal skills

Excellent verbal and written communication skills

Ability to work in an independent, timely and detailed-oriented manner

Effective presentation skills.

Able to communicate in a concise, calm manner

Ability to prioritize and manage multiple projects, meeting deadlines/schedules

Able to quickly adapt and learn in a complex environment.

High degree of professionalism, discretion, and confidentiality