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   Current UPMC employees must apply in HR Direct

Patient Experience Coordinator

Description

Purpose:
Provides input into the development and implementation of a service driven culture and provides support to patient and family experience initiatives. Works closely with and provides training for clinicians, care providers and staff to improve the patient experience on all levels. Works to identify and address operational opportunities identified through department/site visits and assessments, surveys, and other resources. Coach, train and develop staff to meet and exceed expectations in identified opportunities through key metrics and the use of process improvement methods. Is a service excellence champion for the hospital and assists in improving patient and employee satisfaction and ensures best in class performance in exceeding patient and family expectations.

Responsibilities:

 

  • Identifies potential problems and initiates appropriate measures.
  • Demonstrates professionalism in interactions.
  • Ability to work evenings and weekends as necessary.
  • Serves as a consultant to other members of the health-care team.
  • Engages the medical staff (primary care or emergency department) and other professionals in discussion of patient care problems post discharge
  • Training of employees:- Plans, schedules and coordinates ongoing training sessions on the patient experience to all staff. - Updates training curriculum with new trends, best practices, and scores as they change.- Meets regularly with Executive Director of Mission/Service Excellence to provide feedback and insight on patient experience initiatives. - Works with Executive Director of Mission/Service Excellence to coordinate new employee training process. - Provides feedback to leadership on employee interaction in training sessions. - Rounds regularly in hospital to observe/coach employee interactions. Rounds with patients regularly. - Conducts weekly group trainings and spot trainings using didactic and role-playing methodologies. - Tracks employee participation in training sessions. - Distributes monthly Patient Experience Newsletter to all departments outlining initiatives/projects and results- Routinely distributes patient satisfaction and HCAHPS results to employees. - Develop best practice tools/techniques for distribution.
  • Completes annual competency validation activities (NetLearning).
  • Identifies environmental factors which deter effective patient care, initiates action, and contributes ideas towards resolution.

 

Qualifications

Bachelor's Degree in Counseling, Communications or related field. 5 years of patient advocacy or customer service required.Knowledge of health care systems, personnel and organizational areas of responsibility requiredOutstanding interpersonal and presentation skills. Ability to respond to difficult situations and resolve situations in an appropriate manner. Comfortable presenting information to large groups.

Licensure, Certifications, and Clearances:

  • Act 31 Child Abuse Reporting with renewal
  • Act 33 with renewal
  • Act 34 with renewal
  • Act 73 FBI Clearance with renewal

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct