System Patient Experience Coordinator

JOB SUMMARY/PURPOSE Provides administrative support to health care providers and staff and functions as the primary interface between the patient and the providers, department managers and their support staff. Acts as a point of contact for patients and families to ensure concerns are addressed in a timely manner. Applies an interdisciplinary team approach to the development, coordination and implementation of a long-range, integrated, systematic plan for improving patient and customer experiences throughout the system.

DEPARTMENT DESCRIPTION The Patient Experience and Engagement team executes, manages, and advises initiatives that lead to exceptional and differentiated patient, family, and employee experience, in alignment with our operating system and system priorities. The team supports the system quality and patient safety management system policy and directs efforts through the HRO principles and evidence-based quality methodologies.

EXPERIENCE/EDUCATION/QUALIFICATIONS High school diploma or equivalent required. Bachelor's degree in a healthcare related field preferred. Two (2) years related work experience in a healthcare environment required.

Previous customer service work experience required. Experience and/or training with MS Office and relational database inquiry systems required. Experience and/or training in conflict resolution, mediation, communication, negotiation and resolving issues/complaints required.

Licensed Oregon Notary required within six (6) months of hire. Certification in Patient Advocacy or Patient Experience preferred. Bilingual preferred.

KNOWLEDGE/SKILLS/ABILITIES Service Orientation - Successfully apply knowledge of various resources/models of recovery to assist and care for others. Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology. Confidentiality - Knowledge of State and Federal (HIPAA) laws pertaining to confidentiality of protected health information.

Ability to comply with laws and maintain confidentiality of patient information. Time Management - Ability to organize, plan and prioritize work to complete within required time frames and to follow-up on pending issues. Ability to perform multiple tasks simultaneously and thrive in dynamic fast-paced environments and under pressure.

Team Building - Ability to work, function and communicate on a multi-disciplinary team. Possess the knowledge and skills to develop constructive and cooperative working relationships with others and maintain them over time. Social Perceptiveness - Ability to work with a diverse population from pediatrics to geriatrics.

Basic understanding of age-related differences in caring for and/or communicating with patients and caregivers. Possess personal sensitivity to the needs and experiences of others and a non-judgmental attitude towards persons of differing standards, values, lifestyles, and ages. PHYSICAL DEMANDS Rarely (1 - 10% of the time) Occasionally (11 - 33% of the time) Frequently (34 - 66% of the time) Continually (67 – 100% of the time) CLIMB - LADDER LIFT (Overhead: 54" and above) 0 - 20 Lbs KNEEL (on knees) CRAWL (hands & knees) SQUAT Static (hold >30 sec) SQUAT Repetitive STAND CLIMB - STAIRS WALK - INCLINE LIFT (Floor to Waist: 0"-36") 0 - 20 Lbs LIFT (Knee to chest: 24"-54") 0 – 20 Lbs LIFT (Waist to Eye: up to 54") 0 - 20 Lbs ROTATE TRUNK Standing REACH - Upward CARRY 1-handed, 0 - 20 pounds PUSH (40-60 pounds force) PULL (40 - 60 pounds force) BEND FORWARD at waist ENTER & EXIT VEHICLE/MACHINERY SIT WALK – LEVEL SURFACE CARRY 2-handed, 0 - 20 pounds ROTATE TRUNK Sitting REACH – Forward PINCH Fingers GRASP Hand/Fist MANUAL DEXTERITY Hands/wrists FINGER DEXTERITY