The Department of Ob/Gyn is committed to ensuring that patients feel safe and comfortable under our care, and that our care meets the reasonable expectations of our patients. In view of the sensitive care delivered to our patients, we have created a special new role of Patient Experience Coordinator (PEC).
The Patient Experience Coordinator will serve as a critical contact between patients and our team to address and resolve patient complaints and to identify opportunities for improvement. The PEC will also assist with department-wide education and training initiatives, and support leadership in implementing a patient-centered culture of excellence. The PEC, reporting to the Chief Strategy Officer, will work with our Medical Directors and with the Faculty Practice and Hospital to ensure a timely and orderly response to patient concerns and complaints, especially those that we receive outside of more traditional platforms, such as Press Ganey. Our goal is to solicit feedback from our patients and address it in a proactive and patient-friendly manner.
Serve as a liaison for patients and providers to optimize their experience and response to complaints.
Serve as a role model of excellent customer service, especially in management of the departmentâ€™s Quality Reviews service.
Support the development, implementation, and evaluation of programs, projects, and improvements designed to improve patient experience, engagement, and satisfaction.
Collect and interpret patient experience feedback, data, and performance metrics.
Gather key information to prepare presentations, documents, and reports.
Work with patients to resolve issues that arise during the course of their care.
Create and manage a log of patient feedback, including how issues are resolved and proactive plans for addressing future incidents.
Participate in patient/customer experience improvement efforts, including facilitating trainings for staff and faculty, and providing support for meetings and events.
Collaborate with leadership in the department, including division chiefs, administrators, and site managers, to promote and sustain patient experience strategic plan
Collaborate with hospital and department-level marketing to integrate patient feedback into external communications efforts and promote the patient experience culture through outreach, communication, and branding efforts.
Apply advanced interpersonal and communication skills in optimizing patient experience across the department.
Perform other duties as assigned.
Bachelorâ€™s Degree or equivalent in education and experience, plus 4 years of related experience, including experience in a customer service or patient experience role.
Process improvement and/or other quality management or improvement-related experience preferred.
Excellent computer skills required.
Ability to undertake multiple tasks, set priorities, and work independently.
Excellent oral and written communication skills.
Masterâ€™s Degree in nursing, health care administration, or related field. Masterâ€™s Degree can substitute in part for years of experience.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 516517
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