Experience Coordinator

Job Description

ECU Health

About ECU Health Medical Center

ECU Health Medical Center, one of four academic medical centers in North Carolina, is the 974-bed flagship hospital for ECU Health and serves as the primary teaching hospital for The Brody School of Medicine at East Carolina University. ECU Health Medical Center has achieved Magnet® designation twice and provides acute and intermediate care, rehabilitation and outpatient health services to a 29-county region that is home to more than 1.4 million people.

Position Summary

Experience Coordinators reflect a commitment to the ECU Health values Integrity, Compassion, Education, Accountability, Safety, and Teamwork and play a vital role in the experience of our patients, families, and visitors while in our facilities.

Experience Coordinators have a unique role at ECU Health. Experience Coordinators will connect with patients, families, and care teams to listen, advance, elevate, problem solve, partner, customize and personalize for a positive, memorable experience at ECU Health. This position will work under the direction of the Office of Experience. The job entails collaborating with clinical leaders in the organization to develop strategies around patient needs, networking with ECU Health team members, meeting the patients where they are to provide the necessary support for a life-changing patient experience.

Experience Coordinators assist with the visitor screening process, visitor management process, and facilitate virtual connections by using technology and other resources. Other responsibilities include visiting patient rooms, explaining patient and visitor guides, and assisting patients with meal ordering as needed.

Responsibilities

1. Develop, maintain, and cultivate relationships with patients, family members and guests on designated units for better experiences.

a.Connect with patients and families routinely to learn about their experiences and restore relationships if needed.

b.Consistently obtain feedback from patient and families about food quality, room cleanliness, and overall hospitality.

c.Connect with Environmental Services as needed and help with room clutter

d.Provide patient with a Patient Visit Guide/ED journal in their preferred language (if available) and Environmental Services Tent Card if patient does not have one.

e.Review and explain contents of Patient Visit Guide/ED journal and answer questions. Encourage use of the journal section to capture questions that patients have for care providers.

2. Collect and integrate encounter-level experience data to help inform evidence-based strategies, improve processes and help design interventions leading to better patient experiences.

a.Serve as a resource for the Office of Experience, keeping a pulse on patient experience indirectly.

b.Provide empirical data to demonstrate program outcomes to hospital and health system leaders to assist in evaluating and developing patient/family experience services.

c.Responsible for reporting out to departmental leaders in the Office of Experience (Includes contracted leaders) on a regular basis.

d.Participate in patient experience process improvement projects

3. Assist with Service Recovery/Restoring Relationships

a.Competent and confident in with identifying problems and proactively finding solutions with little direction

b.Help identify and facilitate resolution of issues related to Food and Nutrition Service or Environmental Services. Team member will need to document concerns and contact appropriate department to address issues promptly.

c.Partner with Tell Us Now and unit leadership teams to follow up with unsatisfied patient/family and report complaints as appropriate.

d.Offer food and coffee coupons to family members and assist patients to order meals as needed.

4. Maintain and develop collaborative relationships with different stakeholders at ECU Health.

a.Participate in unit huddles regularly including Progression of Care rounds.

b.Develop an extensive knowledge of current events at ECU Health needed to perform job duties.

c.Meet with unit leaders each week to share and collect feedback from interventions.

d.Attend Experience Department weekly team meetings

e.Check-in with clinical teams to ensure patient experience needs are prioritized and met

5. Document interventions in a timely manner

a.Document patient interventions and rounds daily in the Electronic Health Record.

b.Document distribution of Patient Visit Guides/ED journals, distribution of EVS Tent Cards , total number of patients visited, visitor coupons used, relevant comments, and other key performance indicators.

c.Team member must round and document on 90% of their patients everyday (Subject to change, depending on a identified variables)

6.Become competent and knowledgeable in identifying patient communication needs and connecting them with appropriate resources (interpreter services, assistive devices).

7.Develop competency and knowledge of regulatory/safety requirements, infection control policies, and protocols needed to reduce/mitigate/prevent exposure and spread of infectious diseases and other disease processes.

a.Must complete all courses prior to rounding on units (PPE use, safety, gowning, HIPAA, etc...) in applicable areas

b.Regularly participate or listen in to Looking Forward with Leadership or other virtual town halls.

8. Meet with nurse leaders on the unit weekly

a.Review findings, discuss trends, and potential improvement opportunities for patient experience

b.Discuss appreciation cards or other ways to recognize team members who goabove and beyond to exceed patient and family member expectations.

9.Provide patient location assistance using EPIC or other resources. Escorts patient, family, and guests to thecorrect locations.

10.Help with visitor management process using EPIC or other resources. Explain visitation policy. Escort patient, family, and guests to the correct locations and offer shuttle services when available.

11.Assist with Lost and Found on assigned units, and connect with Lost and Found office as needed.

12.Demonstrate hospitality tones in action when communicating in person, over the phone, and via electronic means. Additionally, address cultural differences and communication needs with empathy.

13.Offer patients diversional activities, socialization, and access to resources in stated language of preference.

14.Provide coverage at all greeter and coordinator posts as assigned. Will be cross-trained to all experience posts.

15.In the Emergency Department and as needed elsewhere:

a.Assists with rooming patients, provides wheelchair assistance

b.Offer personal care kits/sleep and mindfulness kits

c.Works with the care team to ensure a safe discharge, including helping with transportation arrangements for Taxi, Uber, Lift, etc.

d.Connect with Environmental Services as needed. Help with room clutter and overall comfort and cleanliness of lobby.

16. If bilingual, must demonstrate proficiency

Minimum Requirements

• Associates Degree or higher is required
• 2 years in customer service/hospitality required
• Bilingual EN/SP preferred

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.