Patient Experience Coordinator (Full-time / Boulder, CO)

Job Description

Do you enjoy working with friendly and helpful people in a positive work environment? Are you ready to embrace a career that offers a variety of learning opportunities? Are you looking to make a positive impact on peoples' lives in our community?

Consider a career at Boulder Medical Center (BMC). We are 100% privately owned and Physician operated, we provide care in over 20 different specialties, have 90 providers practicing today, we employ 325 Healthcare Professionals, and we have locations through-out Boulder County, CO.

Summary

Boulder Medical Center (BMC) is currently seeking a Patient Experience Coordinator to join our Administrative Team! This position works full-time 40 hours per week Monday through Friday.

Job Perks

• Full-time employees are eligible for medical / dental / vision, flexible spending, company-paid life insurance as well as several voluntary benefit options, 401(k), Paid Time Off (PTO) and six (6) paid holidays annually.
  
  

Job Duties

• Acts as the primary point of contact for patients to report issues and concerns, investigate complaints, and facilitate problem resolution.
• Greets patients, listens to their concerns and addresses needs, maintaining a calm empathetic demeanor. Determines nature of patient situation by interviewing patient, assessing medical, psychological, emotional and social information.
• Reviews provider complaints with Medical Director and reports trends or repeated concerns to executive leadership. Completes all professional reviews and advises CEO of potential malpractice or legal issues.
• Coordinates dismissals and conducts the initial review of the situation and consults with Practice Managers, provider and/or administration as necessary. Determines if the CEO needs to be involved.
• Competently operates the Electronic Medical Records (EMR) system and participates to facilitate information gathering related to the position.
• Management of Patient Experience Data:
• Manages survey outcome data, reviews and analyzes the data for trends. Combines analysis with data from patient outcomes and patient complaints received.
• Delivers monthly survey results to Practice Managers, providers, and other stakeholders. Develops and improves upon communication and transparency for data outcomes.
• Committee Participation:
• Chair of the BMC Patient Reinstatement Committee
• Participated in the Clinical Process Improvement Team (CPIT) providing insight from the patient perspective regarding workflow and process changes as needed.
  

Required Experience

• Demonstrates sound judgment in determining patient's needs and balancing them with BMC business needs.
• Able to address patient concerns while remaining focused providing exceptional customer service that results in a positive patient experience.
• Must be highly organized, professional and compassionate when interacting with patients and providers.
• Remains strong under pressure, able to manage multiple projects and adjust work accordingly.
• Presents information in a clear and concise manner.
• Must possess excellent listening skills, as well as exceptional written and verbal communication skills.
• Must be well-versed in all areas of state and federal regulations regarding HIPAA, EEO, and ADA.
• Demonstrates the ability to handle pressure, be objective, and maintain confidential information.
• Possesses strong organizational, planning, and reporting skills.
• Exhibits persistence in maintaining leadership, provider and patient relationships.
  
  

Education

• High School Diploma or GED
• Bachelors degree or related work experience in the healthcare industry, preferred.
  
  

Previous Experience

• Minimum three (3) years' experience performing customer service, advocacy, and/or care management services, preferably in a healthcare setting.
• Extensive experience communicating with leadership on sensitive issues.
  
  

Salary Range

• $24.62 - $30.77/hour; depending on experience
  
  

Location(s):

• Boulder, CO
  
  

Benefits

Keyword: Patient Care, Patient Liason, Patient Coordinator, Patient Experience Coordinator,