PATIENT EXPERIENCE COORDINATOR - UHS : Job Details

Responsibilities Patient Experience CoordinatorAiken Regional Medical Centers, located in Aiken, South Carolina, is a 273-bed acute care facility providing quality healthcare to the residents of Aiken and surrounding communities. Aiken Regional Medical Centers has been ranked a top hospital in South Carolina by the Carolina Center for Medical Excellence for its treatment of heart attack, heart failure and pneumonia. Services provided at the hospital include emergency medical care, orthopedic surgeries, maternity, and behavioral health services.Visit us online at: The Patient Experience Coordinator functions collaboratively with members of Aiken Regional management to identify and monitor patient experience data. Utilizes patient experience data collection resources and feedback to facilitate processes resulting in improvement of patient perception. This role will serve as the subject matter expert to facilitate offerings for new and existing staff and volunteers including, but not limited to AIDET, Service Excellence, Service Recovery, and Patient Satisfaction database management. The coordinator will be responsible for collecting data, and drilling down on opportunities that present barriers to success. They will facilitate the implementation of patient experience improvement strategies in collaboration with department leaders and report out ongoing progress monthly at the Patient Experience Committee. Duties:

• Perform daily leadership rounding with AIDET observations and provide real time feedback and coaching. Monitor leadership rounding feedback.
• Support nursing leadership with identifying improvement opportunities related to nursing bundle components: Bedside shift report, Intentional Rounding, Individualized Care, and Discharge Phone calls.
• Escalate complaints to appropriate unit leadership to ensure timely resolution. Validate to ensure appropriate documentation is completed in the Patient Relation database.
• In collaboration with unit educators, facilitate Press Ganey education for ARMC staff.
• Monitor patient experience scores weekly/monthly: identify improvements, decreases, trends in Press Ganey and HCAHPS. Report data trends monthly to Quality Council.
• Disperse all comments to Management staff regularly. Track and trend comment feedback monthly. Identify improvement needs based on comments- create action plans and review process monthly
• Facilitate and co-chair the Patient Experience committee.
• Perform unit observations for bedside shift report, hourly rounding, and discharge education. Provide real time feedback to staff and leaders.
• In collaboration with unit leaders, create strategic action plans related to Press Ganey feedback and track action plan results weekly.
• Work in collaboration with physician champion to facilitate performance improvement strategies related to physician communication and discharge instructions.
• Performs other duties as assigned.

Benefit Highlights

• Tuition/Certification Reimbursement after 6 months
• Loan Forgiveness Program
• Challenging and rewarding work environment
• Competitive Compensation & Generous Paid Time Off
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match and discounted stock plan
• SoFi Student Loan Refinancing Program
• Career development opportunities within UHS and its 300+ Subsidiaries!
• More information is available on our Benefits Guest Website: uhsguest.com

Universal Health ServicesOne of the nation's largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. During the year, UHS was again recognized as one of the World's Most Admired Companies by Fortune; and listed in Forbes ranking of America's Largest Public Companies. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com Qualifications Requirements: Education: Associates degree in a clinical discipline, such as RN, RT, or PT. Bachelor's preferred.Experience: Minimum five years hospital experience dealing directly with hospital customers. A strong background in customer service required. Ability to communicate effectively with all levels of employees and management. Demonstrate all aspects of AIDET and communication skills for all expected customer types.License or Registration Requirements: Certification and/or license in clinical discipline. EEO Statement All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.We believe that diversity and inclusion among our teammates is critical to our success. Avoid and Report Recruitment Scams At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.