Patient Relations Project Coordinator

Company: Bronson Battle Creek
Location: Kalamazoo
Posted on: January 15, 2022

Job Description:

CURRENT BRONSON EMPLOYEES - Please apply using the career worklet in Workday. This career site is for external applicants only.

A career with Bronson opens up new worlds. Cutting-edge technologies, clinical expertise and business innovations combined with individual human care and compassion are all a part of the experience.

Location

BMH Bronson Methodist Hospital

Title

Patient Relations Project Coordinator

The Patient Relations Project Coordinator is responsible for improving patient satisfaction system-wide through ongoing development, and process improvement initiatives. The Patient Relations Project Coordinator is also actively involved in the Patient Relations department working with patients, families, providers, and staff to resolve complaints and grievances. Employees providing direct patient care must demonstrate competencies specific to the population served.

Education

Bachelor's degree preferred and 3-5 years healthcare experience required.

Qualifications

* Ability to rapidly identify and define problems, collect and analyze data, establish root cause, and identify and present optimal solutions.
* An understanding of and ability to apply change management models and methods (e.g., Kaizen, Lean) in support of various sized change initiatives, 3 years relevant experience in the areas of process improvement, change management, or equivalent and a solid working knowledge of service excellence tools and processes.
* Exceptional written/verbal communication, research, and interpersonal skills.
* A proven ability to work cooperatively across organizational boundaries and provide exceptional internal and external customer service, 5 years of demonstrated experience in (and passion for) the areas of service excellence or customer relations.
* A demonstrated ability to effectively manage projects through their life-cycle and, upon completion, achieve meaningful and measurable results.
* Strong conflict management skills and a demonstrated ability to unite individuals around a common goal, 2-3 years of experience with conflict resolution required.
* Strong critical thinking skills and the ability to work independently.
* Organizational and time management skills required.
* Must have the knowledge necessary to develop & maintain a computer database of patient complaint information including tracking & trending data.
* High level of proficiency using the Microsoft Office suite (Word, Excel, PowerPoint, and Access).
* Work which produces high levels of mental/visual fatigue, e.g., interactive and repetitive or small detailed work requiring alertness and concentration for sustained periods of time, the operation of and full attention to a personal computer or CRT between 40 and 70 percent of the time.
* The job produces some physical demands. Typical of jobs that include regular walking, standing, stooping, bending, sitting, and some lifting of up to 50 pound objects.

Essential Duties and Responsibilities

* Analyze system-wide data from Patient Relations customer complaints and HCAHPS scores and assess current processes to identify areas in greatest need of improvement.
* Focusing on consistently high areas of patient complaints (eg, Cost - Charges, Clinical - Process Quality), plan, prioritize, implement, and oversee improvement initiatives across the system
* Partner with system and hospital leadership teams to analyze patient experience survey results to identify special projects to improve patient satisfaction (eg, verify best practices in inpatient nursing are occurring consistently [ie, white board usage, hand-washing, hourly rounding, fall prevention] through patients' and families' actual experiences.
* Develop tools and implementation process for such initiatives, analyze data, and share results with leadership teams.
* Identify and evaluate internal and external patient experience-related best practices and implement/promote them across the health system.
* Support the Director of the Bronson Experience with new patient assessment.
* Continuous Patient Relations education and support
* Provide ongoing support to all new and current patients regarding issues and ensure high quality customer service
* Coordinate projects within the organization that supports Positive outcomes and patient feedback
* Define the project organization and lead multidisciplinary project team meetings regarding critical issues
* Define the project structure and objectives together with departmental teams
* Evaluate weekly HCAHPS scorecards for systemic issue resolution.
* Conduct feasibility studies with Director of the Bronson Experience
* Decrease risk mitigation - set percentage by organization
* Utilize research and data to correct pending mitigation
* Identify best practices for organization and system wide
* Review daily admissions:

Oversee and Improve in the following areas.

* Greet patients
* Review care pages
* MyChart
* Interpreter needs
* Pastoral visit process
* Bedside books
* Lost and Found process
* Communication boards
* Huddle with current nursing staff with needs and/or request
* Add general comfort
* Daily report Huddle
* Provide updated Rights/Responsibilities, EMTALA and NOPP information for the entire Bronson system.
* Coordinate installation of updated information throughout system by use of onsite vendors and contracted vendors
* Update and review interior signage throughout organization for standard consistency
* Maintain signage budget, report, explain and maintain negative variances
* Support and maintain ergonomic standards for the organization to improve employee satisfaction
* Work with Facility Planning team on current and new capital projects to ensure consistency and flow as requested
* Support and work with Corporate Communication with updated Wayfinding maps
* Support and maintain consistency through monthly rounding inspections throughout the organization to assist departments with HCAHPS scores
* EVS
* EOC
* Dietary
* Maintenance
* Etc.
* Design, implement and oversee the stocking and reordering of the clothing closets at BMH, BBC, Fieldstone, BLH, and BSH
* Committees
* Wayfinding
* EOC Security
* Arts Council
* Diversity
* Committees
* Serve as a greeter/screener as needed and requested system wide
* Provide supportive and backup assistance to Patient Relations staff as needed
* Other duties as assigned by the Director of the Bronson Experience.

Qualifications for Greeting/Screening

Must be comfortable relating to diverse groups of people. Must have the ability to give instructions in a manner that assures complete understanding. The ability to operate wheelchairs is necessary. Must be friendly, positive, and professional when working with patients.

Must be calm, yet assertive when dealing with aggressive visitors.

WORK ENVIRONMENT

Generally works in a clean, well-lighted & temperature controlled environment, which can be a very busy and stressful environment.

PHYSICAL DEMANDS

The physical demands 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.

While performing the duties of this job, the employee is frequently required to sit; walk; use hands to assist patients and visitors. The employee must wear the appropriate uniform.

INTERPERSONAL REQUIREMENTS

The Patient Relations Project Coordinator/ Greeter Screener must demonstrate strong interpersonal skills with customers and coworkers via telephone and face to face. The individual must also demonstrate adherence to the Bronson Statement of Values and maintain a positive attitude.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

* Enforces the visitor policy.
* Provides general information as necessary.
* Way finding for visitorsleading when possible; assists customers with directions and other communication needs within the department in a timely manner.
* Assists elderly/disabled patients/visitors through the department as needed. Transports persons to locations in the hospital, as well.
* Ensures that people are following the no smoking policy.
* Completes other duties as assigned.
* Monitor waiting areas for cleanliness and orderliness. Straighten up and tidy waiting areas as necessary.
* Report any Environmental issues that may occur to Environmental Management
* Co-ordinate patient visitation with nursing (i.e. no children allowed to visit if
* Facilitate accurate Guest Services Book Card exchange (when requested)
* Be able to access In- house patient's names and room numbers.
* Always uses the interaction Standards when dealing with internal and external customers.
* Oversee elevator usage and stairwells during security drills.
* Unit specific responsibilities could include:
* Sort Reports by pods (when requested)
* Assemble chart packets (when requested)
* Answer phone within 3 rings and transfer calls to appropriate location
* Get nourishment for patients under the direction of primary nurse (when requested)
* Help floor staff discharge patients to doors/cars when requested (these should be non-complicated IE weight bearing patients)
* Answer Call lights (when requested)
* Help with phone and beeper sheets for the night shift when requested.

Shift

First Shift

Time Type

Full time

Scheduled Weekly Hours

40

Cost Center

1920 Patient Relations (BMH)

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Keywords: Bronson Battle Creek, Kalamazoo , Patient Relations Project Coordinator, Other , Kalamazoo, Michigan