Coordinator, Patient Experience - Full Time - Brunswick Campus at Southeast Georgia Health System – Brunswick, Georgia

Interested in working for the Golden Isles’ healthcare provider and employer of choice?

Throughout the many locations that make up the Southeast Georgia Health System network, there is a common thread that pulls everything together: A team of committed professionals like you. These individuals appreciate the value of every person who walks through our doors and are the key to our culture of Service Excellence.

The Patient Experience Coordinator is responsible for managing the system-wide patient grievance process and event reporting system. This role supports improvements in service quality and the overall patient experience by serving as a liaison between patients, families, and the care team to enhance communication, address concerns, and provide service recovery.

What you will do:

Essential Responsibilities: This description of job responsibilities is intended to reflect the major responsibilities and duties of the job, but is not intended to describe minor duties or other responsibilities as may be assigned from time to time.

• Serve as the primary point of contact for patients and families regarding complaints, grievances, suggestions, and compliments.
• Communicates directly with patients/families in person, via phone, and/or in writing to understand and resolve issues
• Ensures all complaints, grievances, and suggestions, along with any related documentation, are fully and accurately documented in the event reporting system; assigns and monitors follow-up tasks in the system; and intervenes as needed to ensure complete documentation and timely resolution.
• Review documentation and analyze findings to determine appropriate resolution.
• Prepare and issue formal written response letters in compliance with state and federal regulations and internal policies.
• Collaborates with Risk Management to identify potential liability issues and support appropriate interventions. Facilitate resolution of missing property claims and communicate outcomes to patients and families
• Provide training and guidance on the event reporting system to team members, managers, and directors. Act as a content resource for patient experience and grievance management best practices.
• Conduct rounding in assigned departments to proactively identify and address service concerns.
• Performs additional responsibilities and special projects as assigned

What you will need:

• Bachelor’s degree in psychology, sociology, communications, or related field from an accredited college or university, or equivalent combination of experience and education required.
• Three (3) to five (5) years of experience in patient relations, customer service, healthcare operations, or quality improvement.
• Experience managing complaints or grievances preferred.

Knowledge/Skills

• Abilities Excellent oral and written communication skills, and editing skills; ability to establish and maintain appropriate rapport with patients, family members, and staff.
• Strong organization skills and the ability to monitor and adjust quickly; able to work independently and manage workflows in a very fast paced and high level of confidential environment.
• Excellent interpersonal skills; Demonstrated ability to organize personal schedule to respond promptly to patient grievances, actively listen to those grievances, and communicate appropriate intervention strategies (Patient Care Standards, OSHA, ADA, HIPPA) to the respective leaders.
• Knowledge of quality improvement processes and demonstrated ability to analyze data, develop reports, and interpret patient satisfaction and complaint trends. Proficiency in utilizing Microsoft Word; Excel, PowerPoint, and Outlook; ability to build forms and templates.

Why choose Southeast Georgia Health System?
• We are mission-focused to provide safe, quality, accessible, and cost-effective care to meet the health needs of the people and communities it serves
• Our workplace is as pleasant and rewarding as the setting we enjoy outside of work -- imagine stepping out of your workspace and into a world of scenic beauty, outdoor recreational activities, mild winters, natural beaches, fine dining, and a full array of cultural and colonial historic attractions
• The chance to work within a culture that is collegial yet professional, has exceptional career-advancement potential, and work/life balance that is practically unparalleled
• Our facility will allow you to use, sharpen, and add to your skills without having to commute to a large city environment
• We offer competitive salaries and a comprehensive benefits package which includes generous Paid Time Off and tuition reimbursement.
• The ability to be a part of the prestigious Coastal Community Health, a regional affiliation between Baptist Health and Southeast Georgia Health System. This collaboration forms a highly-integrated hospital network focused on significant initiatives designed to enhance the quality and value of care provided to our contiguous communities.