Founded by the Sisters of Mercy Mercy Hospitals have a history of caring for our community that goes back more than 100 years. We provide a broad range of medical and surgical services including minimally invasive and outpatient options. Our family of services includes the areas only inpatient oncology unit the Orthopedic Spine and Hand Center Family Birth Center the Lactation Support Center and retail store and many others. Mercy Hospital Downtown is a 194-bed facility located in downtown Bakersfield. Mercy Hospital Southwest is a 78-bed facility and the only hospital located in the rapidly growing area west of Highway 99. Mercy Hospital is a member of Dignity Health and is a trusted community partner serving residents of Bakersfield and Kern County with quality compassionate care since 1910. Learn more at https://www.dignityhealth.org/central-california/locations/mercy-bakersfield.#bakersfieldRN

Position Summary:

The Patient Experience Coordinator acts as a liaison for patients when service concerns arise during their course of care. The Coordinator listens to patient issues and works to minimize dissatisfaction or the disruption of care by assisting in conflict resolution interpreting hospital policies and responding to concerns and complaints. They work to resolve issues before problems escalate to grievances through appropriate investigation and follow up. The Patient Experience Coordinator is responsible for collaborating with departments throughout the continuum to identify and act on improvement opportunities compiling statistics and analyzing trends related to patient satisfaction and complaints. They may also assist with patient experience orientation and training.

• Addresses patient concerns/complaints by interviewing patients or their representatives and the staff, investigating, analyzing, and facilitating the resolution of customer complaints and concerns. Collaborates with patient care staff to identify and resolve issues early and to the extent possible, at the point of care. Conducts follow-up to ensure customer satisfaction and to reduce risk. Reviews patient survey results to identify complaints or problems that require attention. Resolves issues before they become major sources of concern. Documents complaints, suggestions, and compliments in a timely manner.
• Responds to patient and family grievances by listening to patient and/or family, determines the appropriate investigation and works toward a positive resolution. Acts as an intermediary between patients, staff and family to provide clear communication between all parties regarding any outstanding issues. Submits the appropriate response letters to the patient in accordance with state and federal regulations and internal policy and procedures.
• Works with Patient Safety and others to identify and address potential liability issues as well as facilitates resolution of missing property claims.
• Participates in the review, analysis, and evaluation of patient/family service and complaint management data (assigning tasks through electronic system, monitoring completion within guidelines, and appropriate intervention and resolution by managers(s) assigned); recommends innovative solutions to customer service issues including systems problems and gaps in customer relations skills in assigned areas. Generates reports for documented complaints and grievances.

• Bachelor's degree or five (5) years of related job or industry experience in lieu of degree.
• Minimum of three (3) years of risk management, patient safety and/or other related professional experience.