Quality & Patient Experience Coordinator - Days

About the position

The Patient Experience Coordinator is a key driver in enhancing patient and family experience across Central Carolina Hospital. This role is responsible for driving strategic initiatives, collaborating with hospital leadership to develop and implement action plans, performing front-facing customer interactions, and providing expert coaching and mentorship to staff on best practices for patient-centered care. The Coordinator leverages data analytics to gain insights into patient needs and preferences, informing the development of targeted improvement strategies.

Responsibilities

• Develop, implement, monitor, and evaluate plans to achieve quality and patient safety improvement goals.
• Engages providers in strategies to improve outcomes through collaborative partnerships.
• Responsible for the implementation of the LifePoint Foundational Five quality improvement processes and other LifePoint quality and patient safety initiatives.
• Serves as a Patient Safety Champion to infuse a culture of patient safety, including an increased awareness and identification of patient safety concerns.
• Ensures the development and delivery of nursing education/competencies to all clinical staff.
• Work with vendors and external partners to obtain quality data; Responsible for data collection, dashboards, and management of data delivery to providers and all other stakeholders; Use analytical reasoning to measure the impact on key performance and quality metrics.
• Knowledge of continuous quality improvement principles, practices, methods, and tools; Actively participates or leads Performance Improvement Teams.
• Skilled in effective education, coaching, team building and facilitation skills.
• Direct and drive the implementation, training and hardwiring of tactics and evidence-based practices to improve patient/family experiences, engagement and satisfaction.
• Serves as a Quality Cohort Team Member to provide consultative guidance in the development and implementation of National Quality Program Practices.
• Perform other duties as assigned.

Requirements

• Associate’s degree in nursing required.
• 3 Years experience of customer service in a health care setting is preferred with a demonstrated ability to coordinate initiatives aimed at enhancing the patient journey.
• Strong understanding of patient-centered care principles & best practices.
• Excellent communication, interpersonal and presentation skills.
• Proficiency in data analysis and reporting.
• Ability to collaborate effectively with diverse stakeholders.
• Computer skills including, but not limited to, MS Office, Teams, Power BI, Excel, PowerPoint.
• Strong analytical skills.
• Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.
• Must be able to work in a stressful environment and take appropriate action.

Benefits

• Wide range of benefits options including Medical, Dental, and Vision plans.
• HSA.
• 401(K) retirement plan contributions.
• Generous Paid Time Off.
• Accident & Critical Illness Insurance.
• Prescription Assistance with OptumRx.
• Income protection programs for the entire family such as life insurance, Short/Long-term Disability, and Identity Theft.
• Employee Assistance program at no cost to you to provide emotional, legal, financial, and daily life support for your entire household.
• Free travel and entertainment discount program.