Experience Coordinator- Patient Experience
Company: Hackensack Meridian Health
Location: Edison
Posted on: April 24, 2024
Job Description:
Overview
Our team members are the heart of what makes us better. At
Hackensack Meridian Health we help our patients live better,
healthier lives - and we help one another to succeed. With a
culture rooted in connection and collaboration, our employees are
team members. Here, competitive benefits are just the beginning.
It's also about how we support one another and how we show up for
our community. Together, we keep getting better - advancing our
mission to transform healthcare and serve as a leader of positive
change.The Experience Coordinator assists with the administration
of daily operations within the Office of Patient Experience. The
position is responsible for the department's call center function,
administrative referral process, the completion and/or coordination
of notary services for patients and visitors, the handling of lost
property claims, and coordination of the service recovery program.
In collaboration with the Experience Supervisor and/or Manager, the
Experience Coordinator supports with recruitment, onboarding and
scheduling for volunteer services This position is also responsible
for the timely distribution of mail and emails to the department
mailbox, monitoring the social media platform, generating and
distributing reports, ordering and maintaining departmental
supplies, work orders, publishing the staff schedule, entering time
and attendance, maintaining the department's tracking tool
database, and any other function impacting the department, such as
the coordination of staff relocation to different office.
Responsibilities
A day in the life of a Experience Coordinator at Hackensack
Meridian Health includes:
- Answers telephone within three rings using established greeting
in a courteous and professional manner and addresses all questions
and concerns, taking accurate phone messages, and disseminates
requests to appropriate staff and/or leadership when
necessary.
- Checks the department mailboxes and social media site(s)
regularly and disseminates information/requests to appropriate team
members in accordance with department standards.
- Generates and distributes patient satisfaction reports as
needed.
- Supports the Experience Supervisor and/or Manager with
volunteer recruitment, onboarding and scheduling and monitoring
compliance with annual competencies.
- Maintains the database of positive patient letters in
SharePoint.
- Enters data into the department's tracking database as
necessary.
- Administrative Referrals (i.e,. initial meet and greet, as well
as daily update of the patient's overall level of satisfaction to
the executive office)
- Notarizes hospital-related documents and/or makes timely
referral to staff to meet patient needs
- Conducts investigation of lost property claims referred by
Security Services in accordance with hospital policy, documents
such cases in the department's complaint management system, and
notifies patient/patient's representative of the determination of
claim, and processing of reimbursement, including receipt of W9
form and check request.
- Initiates appropriate service recovery methods to resolve
concerns and directs inquiries/complaints to appropriate Experience
team member for evaluation, resolution and follow through, and
documents accordingly in the complaint management system.
- Coordinates the hospital's service recovery program by
maintaining voucher distribution and redemption, as well as
purchases made by staff at the gift shops
- Provides educational material related to patient rights upon
request (i.e., Patient Bill of Rights, Advance Directive etc.)
- Provides general office support by ordering supplies,
facilitating the payment of invoices, publishing the department
schedule and recording time and attendance, and routinely
conducting an environmental assessment of the office needs and
following through as necessary.
- Facilitates contact for sign language/interpreter services at
request of team members
- Participates in special projects as needed 16. Adheres to the
standards identified in the Medical Center's Organizational
Competencies.
Qualifications
Education, Knowledge, Skills and Abilities Required:
High School diploma, general
equivalency diploma (GED), and/or GED equivalent programs. 3-5
years of experience, preferably in a customer-oriented environment.
Excellent organizational skills. Excellent verbal and interpersonal
skills. Ability to multi-task. Familiar with standard concepts,
practices, and procedures within a fast-paced office
environment.Proficient in Microsoft Outlook and Office. Notary
Public in the State of New Jersey within 6 months of hire.
Education, Knowledge, Skills and Abilities Preferred:
- Associates or Bachelor's Degree. If you feel that the above
description speaks directly to your strengths and capabilities,
then please apply today!
Our Network
Hackensack Meridian Health (HMH) is a Mandatory Influenza
Vaccination Facility
As a courtesy to assist you in your job search, we would like to
send your resume to other areas of our Hackensack Meridian Health
network who may have current openings that fit your skills and
experience.
Keywords: Hackensack Meridian Health, North Bergen , Experience Coordinator- Patient Experience, Other , Edison, New Jersey
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