Patient Experience Analyst 1
Columbus, OH 43210, United States
Job Description
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Duties and Responsibilities 45% Manages the Patient/Family Experience
- Performs proactive patient rounding in patient care areas including new admissions, inpatient departments and ambulatory departments to meet patients and families to proactively intervene with possible issues. Uses rounding as a vehicle to assess patient satisfaction, identify opportunities for improvement, enhance visibility and build relationships with the staff.
- Provides concierge type services to patients with the goal of educating, eliminating barriers to care, and ensuring timely delivery of service. Clarifies expectations and acts as an information resource for patients, families, visitors and staff regarding patient support services available. Ensures communication between the care provider and the patient and his/her family is clear and understandable.
- Serves as a resource to patients, families, visitors and staff regarding patient support services within the medical center and community by connecting them with departments such as interpretive services, social services, case management and the financial department.
- Cultivates patient awareness and a patient-service mentality among employees to enhance patient satisfaction and acts as an internal consultant for optimal patient satisfaction
- Meets with families during end of life transitions and provides necessary support
- Intervenes in difficult and sometimes highly emotional situations to help alleviate the concerns and resolve perceived issues expressed to them by patients, families, visitors, staff, and physicians.
- Receives and investigates complaints/issues, problem solves situations, takes action or refers issues to individual or department for appropriate resolution and implements service recovery approaches.
- Documents and tracks complaints for their inclusion into trended reports and follows up with patient, family or other individuals verbally or in writing.
- Acts as a liaison to risk management; communicates patient issues as necessary
- Assesses complaint data over time through use of a database, and presents information to appropriate individuals or committees in a report format
- Meets with department managers to review their patient satisfaction scores and develop strategies for improvement; works with units and departments to promote, facilitate, and coach staff to use customer service behaviors to facilitate improvement in their customer interactions.
- Conducts one on one observational rounding with staff to provide guidance for skill improvement.
- Develops and conducts customer service presentations and functions as a trainer for customer service classes. Provides support for other trainers and assists with orientation of new staff and the maintenance of orientation materials.
- Participates in the development, implementation, and revision of patient rights, policies and procedures.
- Develops general patient and family information literature; works with Marketing and Communication department; identifies need for literature and assists with developing content information. Serves as central contact for patient information and handouts.
- Manages the system-wide property loss process which includes conducting investigations with security, determining case outcomes through property loss committee review, notifying complainants of outcomes and working with accounts payable payments to patients and families who are awarded compensation for property loss.
- Manages information entered into the web based complaint database, conducts investigations, and assures follow up by nursing, department leadership and physicians; meets with clinical department chairs when needed to follow up and resolve a case. Conducts negotiations with Risk Management concerning grievance resolutions.
- Assists with the development and dissemination of reports and analysis. Assists with preparation of monthly, quarterly, and annual updates and reports on departmental and overall data and the status of expected follow up processes. Provides education regarding the use of complaint information and reviews complaint management reports in partnership with GME with physicians to identify trends and develop solutions.
- Conducts training programs for front line patient care areas to teach them about the appropriate use of interpretive services and its resources, cultural competency and diversity for our LEP population. Assists with interpretive services to help assure appropriate interpretation needs are met and provides guidance with interpretive services guidelines throughout the medical center.
- Assists staff to manage resources and helps assure appropriate assistive devices are available for patients
- Plans and coordinates focus groups and other types of special customer inquiries.
- Recommends and develops programs to enhance the patient experience
- Implement advanced technology solutions to improve patient perceptions (i.e. CarePages, MyChart Bedside)
- Plans and participates in the scheduling of events (i.e. Patient Advocacy Week, holiday gift distribution etc.) and maintain and develop community outreach activities.
- Contributes to the effectiveness of departmental operations including intermittent phone coverage and assisting with information desk functions.
- Participates in customer service strategy rollout, training and improvement projects, functioning in a leadership role for some projects.
- Develops, maintains and assures compliance with property loss policy and complaint management and grievance policy consistent with CMS guidelines.
- Not Applicable (non-patient care title): X
- Geriatrics (65 + years):
- Adults (18 \xe2\x80\x93 64 years):
- Adolescents (14 \xe2\x80\x93 17 years):
- Children (7 months \xe2\x80\x93 13 years):
- Neonates (0 \xe2\x80\x93 6 months):
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Job Detail
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Job IdJD4253387
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationColumbus, OH 43210, United States
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EducationNot mentioned