Job Description

Job Details
Adelante Healthcare Center Support Office - Phoenix, AZ
Full Time
Health Care

POSITION SUMMARY

The Patient Experience Coordinator is responsible for optimizing patient experience by working collaboratively with leadership, patients, families, physicians, and staff to identify key opportunities for improvement and the resolution of complaints to provide a positive patient and family-centered culture of service excellence.

EXPECTATIONS

Every Adelante employee will strive to maximize their performance and contribution to Adelante Healthcare and the community we serve every day. Employees are expected to work in a manner that demonstrates a commitment to quality, patient safety, employee engagement, innovation, and the highest standards of personal integrity, professionalism, and competence.

OUR CORE VALUES

  • Compassion
  • Excellence
  • Integrity
  • Learning
  • Respect
  • Sustainability

ESSENTIAL SKILLS AND EXPERIENCE

  • High school diploma or GED from an accredited institution
  • Graduation from an approved Medical Assistant training program
  • Proven ability to deliver outstanding customer service
  • Effective oral and verbal communication skills
  • Minimum qualifications include 2 years of customer/patient relations or performance improvement experience, preferably in a hospital/clinic/outpatient setting
  • Working knowledge of the fundamentals of understanding and resolving complaints and grievances, preferably in a healthcare setting
  • Knowledge of current trends and best practices in customer experience and service excellence
  • Ability to prepare and present written and oral reports to a variety of audiences
  • Effective project and time management skills
  • Advanced functional ability using Excel and Word
  • Strong data entry experience
  • Attention to detail
  • Ability to comply with the organizations immunization requirements
  • Ability to obtain a valid Level One Fingerprint Clearance Card issued by the Arizona Department of Public Safety for all health center locations

NONESSENTIAL SKILLS AND EXPERIENCE

  • Electronic Health Record experience
  • 1 2 years working experience as a Medical Assistant
  • Computer efficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
  • Valid Arizona driver license
  • Active CPR certification
  • Bilingual (Spanish/English)

The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job-related selection or promotional criteria.

POSITION REPONSIBILITIES/ESSENTIAL

  • Coordinate an on-going customer/patient relations program and develop components to advance the overall patient experience to ensure outstanding customer service in alignment with the Adelante Healthcare Mission, Vision, and Strategic Plan
  • Analyze trends and complex customer/patient experience issues; develop, evaluate, formulate, and implement effective solutions
  • Develop and implement departmental and administrative policies and procedures as it relates to the area of customer/patient experience improvement
  • Review and provide customer/patient experience reports to key leaders; monitor and evaluate reports; troubleshoot areas of concern; and implement corrective measures as needed
  • Identify and incorporate the needs of a culturally diverse population to ensure effective communication and relations with patients and their families
  • Coordinate staff training or other programs to ensure new and existing staff have proper resources to provide patient-centered communication through the culture of service excellence
  • Attend or serve as management liaison at meetings/functions such as committees and task forces, and participate in community forums or conferences to stay abreast of industry trends
  • Interpret and apply policies and procedures related to customer/patient experience, grievances, and complaints, and oversee the preparation, maintenance, and reporting of a variety of records, data, and statistics
  • Monitor reports from surveys conducted with all patients
  • Act as an ambassador for Adelante Healthcare in creating the most positive experience possible for each patient contacted
  • Identify and resolve patient concerns by clarifying the patients complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution
  • Other projects as requested by the Quality Improvement Manager and Director of Quality, which may include:
  • Ensure formularies are distributed to all health centers as needed
  • Monitor and track expired patients for the organization
  • Coordinate with Purchasing and Finance departments all supply, equipment, and medication requests
  • Coordinate with Purchasing department all medication, supply and equipment recalls
  • Ensure policies, procedures and standing orders are signed and uploaded in the S-Drive & WIKI
  • Assist with coordination of assigned meetings

PCMH

All employees are responsible for promoting and participating in interdisciplinary communication and collaboration to enhance the delivery of quality across the health care system. Employees should maintain an environment which supports and engages patients and co-workers in a caring team-based model to promote wellness and improve health outcomes.

Adherence to Compliance and Code of Conduct

All employees are required to comply with Adelante Healthcares written standards, including its Compliance Program and Standards of Conduct, policies and procedures and reporting of any conduct that potentially violates Adelantes legal or compliance requirements. Such compliance will be an element considered as part of the regular performance evaluation.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job, the employee may be required to sit for long periods of time, is required to stand, walk, use hands to handle or feel objects, tools, or controls; reach with hands and arms; climb steps/stairs; balance; stoop, kneel, crouch or crawl; talk or hear; smell; manage stress as it relates to essential job functions. The employee must frequently lift and/or move up to 25 pounds without assistance and may occasionally be required to lift or move up to 50 pounds with assistance. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time when traveling to various clinic sites. The noise level in the work environment is usually moderate. The employee may be subject to health hazards (contagious diseases, blood borne pathogens, etc.) when working in the clinic area.

In any organization or job, changes take place over time. Although an effort will be made to keep job-related information current, this is not an all-inclusive list of job responsibilities. Adelante Healthcare, Inc. reserves the right to revise or change job duties and responsibilities as the business need arises. In compliance with EEOC 29 CFR part 1630, if the essential functions of this position cannot be performed in a satisfactory manner by the employee, further accommodations shall be made if it does not constitute undue hardships upon this organization.

Application Instructions

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