Job Description

Job Title: Service Coordinator Regulatory Patient Experience - Harrisburg, PA
Job ID: 19000200
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: Pinnacle Health Support Services
Department: Patient Service Coordtn
Location: 111 South Front Street, Harrisburg PA 17105


UPMC Pinnacle is currently hiring for a Service Coordinator Patient Experience Regulatory position at the Harrisburg, Pa location. The position will be under the direction of the Director of Patient Experience. The purpose of this position is to assist with coordination, planning, monitoring and execution of system-wide patient experience activities and strategies ensuring the organization meets /exceeds outcomes associated with service excellence and regulatory compliance. This position is responsible for ensuring system goals and outcome measurements tied to the patient experience and regulatory compliance are consistently met through frequent interactions with members of the healthcare team and hospital leadership.

Patient Experience:
· Assists with planning and coordinating patient experience programs throughout the system.
· Collaborates with hospital leaders to monitor and report on assigned projects, identify primary issues impacting customer service, and work with others to assure individual and team effectiveness.
· Understands key concepts specific to patient satisfaction public reporting and Value Based Purchasing. Continuously evaluates progress and identifies barriers to success.
· Reviews satisfaction data to identify trending.
· Understands and utilizes key concepts of performance improvement.
· Supports leaders in their role as cultural leaders in the transformation of the UPMC Experience.
· Frequently interacts with patients and visitors to gain insight about their healthcare experience.
· Oversees and coordinates the patient experience active leadership behaviors by validation to hardwire the expected behaviors.
· Assists in the planning and coordination of the education for the continuation of leadership learning and development in the creation of customer service education, training and tools.
· Researches, reviews and implements evidence based best practices for the patient experience to address areas of opportunity.
· Coordinates with leadership to provide mentoring, coaching, support and resources to interdisciplinary staff.

Program Development and Maintenance:
· Analyzes, re-engineers and evaluates systems and processes to maximize to compliance.
· Conducts audits to measure effectiveness of implemented processes and actions.
· Adjusts and modifies programs to meet objectives.
· Actively participates in educating and informing members of the Medical Staff, Administration and Leadership.
· Analyzes data to identify trends which negatively impact patient care and safety issues based one customer service outcomes.
· Demonstrates the highest degree of customer awareness by seeking out opportunities to meet the needs of internal and external customers.
· Treats each person as an individual with respect and dignity.
· Is receptive to questions and criticism, and willing to offer assistance.
· Demonstrates genuine concern and empathy.
· Acts as a cultural ambassador by role modeling, demonstrating, educating and hardwiring the service excellence culture.
· Consistently performs all of the above in a friendly, courteous manner.

· Assists in the dissemination of regulatory information throughout the healthcare system.
· As directed by the Director of Patient Experience and Director of Regulatory, develops educational materials and in-services to keep hospital staff aware of pertinent issues related to areas of responsibility.
· As directed by the Director of Patient Experience and Director of Regulatory, provides support during Department of Health, The Joint Commission and other regulatory agencies for scheduled/unannounced visits and reviews.
· Works with the Director of Patient Experience, Director of Regulatory, and System Vice President of Patient Service Coordination to assure System readiness for regulatory reviews, through mock tracers and audits and provides feedback of findings.
· Understands UPMC System’s policy management software and structure. Reviews and utilizes appropriate policies when evaluating compliance with standards and regulations.

Secondary Duties:
· Performs and Implements any other duties as may be assigned.
· Completes department specific educational requirements as well as system related requirements.
· Demonstrates professional responsibility and accountability in the role.
· Participates in department and hospital required in-service programs /activities which promote understanding of regulatory and service excellence compliance.
· Works effectively in team efforts.
· Maintains confidentiality of clinical and personal information when talking with others, especially in public areas, in accordance with UPMC Policy.
· Promotes harmonious atmosphere and demonstrates the UPMC core values at all times.


Required Knowledge, Skills and Abilities:
  • Healthcare professional with a minimum of 2-5 years current experience in the field.
  • Knowledgeable of state and federal regulations and the Joint Commission standards related to healthcare facilities.
  • Knowledgeable of patient experience evidence based practices.
  • Evidence of continuing education in health care.
  • Demonstrated problem-solving ability with excellent interpersonal skills.
  • Experience with data analysis, trending, and statistical process control techniques.
  • Experience with performance improvement analysis tools and documentation.
  • Strong interpersonal skills and abilities. 
  • Demonstrated success in relationship building.
  • Excellent communication skills
  • Proven presentation/facilitation skillsPreferred Knowledge, Skills and Abilities:
  • Bachelor degree in healthcare related field

Licensure, Certifications, and Clearances:
  • Act 33 with renewal
  • Act 34 with renewal
  • Act 73 FBI Clearance with renewal

  • UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

    Salary Range: $25.31 to $39.42 / hour

    Union Position: No

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