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Patient Experience Coordinator (PRN)

MedStar Health
United States, Maryland, Baltimore
Feb 22, 2025
General Summary of Position Status: Per diem (PRN) - Benefits and PTO are not offered Availability Needed: 4-6 hour shifts weekday and weekends (both during the day and evening) (Example: 11:00am-7:30pm) Training: Must be available for on-site training at least 3 days per week for the first two weeks of employment The Patient Experience Coordinator (PXC) seeks to create a positive relationship with each patient and acts as an ambassador across entity departments by performing a variety of activities to assist leadership and the care team to meet departmental and organizational goals. Proactively rounds on patients and families and facilitates information exchange with members of the healthcare team to positively impact the patient experience. Identifies experience related issues and finds resolutions by liaising with the healthcare team and/or other involved departments. Works in partnership with assigned teams and collaborates with Director of Patient Experience to assist in the implementation of improvement strategies. Primary Duties and Responsibilities Seeks to create a positive relationship w/ each patient. Performs daily non-clinical rounding as assigned on patients and families to mitigate issues that can negatively impact the patient experience by taking ownership to ensure a successful outcome and closure in real time. Ensures all necessary follow-up/action items are completed, reported, and documented in order to close the loop. Seeks to integrate into the teams on assigned departments. Tracks and trends patient/family service concerns observed or discovered during rounds. Identifies system/process-related opportunities and works collaboratively with involved parties to resolve. Participates in, various process improvement activities, as applicable, aimed at improving the patient experience. Communicates and interacts with patients, families, associates, and others in a compassionate, empathetic, courteous, and respectful manner. Uses available data sources to identify opportunities for improvement in assigned departments and enhance the patient/family experience. Initiates at least one Performance Improvement initiative per assigned department each year related to patient experience. Files telephone sheets on patients when they are admitted and removes same sheets on date of discharge. Keeps patient-related information up to date with current admissions, discharges, and transfers. Keeps records of house staff signing in and out, time of return, and coverage during absence for proper pager coverage. Places wakeup calls to doctors and maintains sign-out sheets. Makes up schedules for on-call doctors by month and keeps them current in accordance with department standards. Keeps records and schedules of doctors and other personnel on duty each evening and for the month. Minimum Qualifications Education Associate's degree required Bachelor's degree in hospitality, marketing, communications, or business development preferred Experience 1-2 years relevant work experience preferred Knowledge, Skills, and Abilities Demonstrated customer service and communication skills This position has a hiring range of $23.19 - $40.61