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Patient and Physician Experience - AdventHealth - LOCATION
Location Address:
Top Reasons to work at AdventHealth - LOCATION
Work Hours/Shift: Full Time/Part Time/PRN (Shift Information)
You Will Be Responsible For:
Demonstrates, through behavior, AdventHealths core values of Integrity, Compassion, Balance, Excellence, Stewardship, and Teamwork.
- Ensures world-class patient and physician experiences. The Coordinator provides service recovery and is a point of contact for staff to resolve patient and physician concerns. Assists in providing customer service training through providing feedback to staff on patient experience appropriate behaviors, conflict resolution tactics, responses and skills to promote positive perceptions; assists with providing patient and visitor information; and works to improve processes to elevate the service levels provided to patients, families and visitors, physicians and their offices.
- Develops and maintains all patient education materials and marketing efforts on behalf of the Surgery Center, which includes periodic visits to physician practices to build/maintain relationships.
- Serves as the primary point of contact for greeting and registering patients upon arrival to the Surgery Center, while supporting patient functions such as scheduling cases, performing charge audits, and billing accounts. The Coordinator is responsible for maintaining regulatory requirements per DNV, CMS (Centers for Medicare and Medicaid Services), and other agencies as applicable.
- Tracks and reports customer complaints and service recovery efforts, trending staff customer service compliance, and outcomes to Surgery Center leadership. The Coordinator utilizes AdventHealth and partner information systems such as First Look and Press Ganey to obtain reports.
- Supports the Surgery Center with sharing information and analysis, project support, and providing team leadership for customer service improvement initiatives, and support of the Surgery Center.
Qualifications
What You Will Need:
Required:
- (1) year experience in Surgical Services or Patient Access Departments.
- Ability to use discretion when discussing personnel/patient related issues that are confidential in nature.
- Responsive to ever-changing matrix of hospital needs and acts accordingly.
- Self-motivator, quick thinker.
- Proficiency in performance of basic math functions.
- Capable of communicating professionally and effectively in English, both verbally and in writing.
Job Summary:
The Patient and Physician Experience Coordinator is responsible for providing personalized guidance and support that promotes a positive patient, family and physician experience throughout their surgical care continuum. The Patient and Physician Experience Coordinator builds relationships with patients, families and physicians to create an environment where optimum patient experience and positive patient satisfaction flourishes. The Patient and Physician Experience Coordinator functions include responding to patient, family and visitor concerns employing excellent verbal and written communications skills, intervention, interpersonal, diplomacy, and conflict management skills and strategies, and service recovery approaches to work to facilitate and resolve issues with a wide variety of customers. The Coordinator holds primary responsibility for developing and maintaining all patient education materials and marketing efforts on behalf of the Surgery Center, which includes periodic visits to physician practices to build/maintain relationships. The Coordinator also maintains competency to schedule cases, audit patient accounts, register patients, and collect payments in alignment with AdventHealth Patient Access standards. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.
Category: Patient Experience
Organization: AdventHealth East Orlando
Schedule: Full-time
Shift: 1 - Day
