Patient experience coordinator ii job
Company Name:
Mayo Clinic
Job Posting Number:33611BR
Job Posting Title:PATIENT EXPERIENCE COORDINATOR II
Job Posting Category:
Work Site:MCHS - SE MN - Owatonna
Department:908027
Job Description
The Patient Experience Coordinator (PEC) II is primarily responsible for direct collaboration with all Mayo Clinic Health System Departments in efforts to ensure the best possible patient experience. The majority of their work will be focused on proactively developing action plans to prevent patient concerns with a lesser focus on being reactive to resolving patient complaints. The (PEC) II serves as the Mayo Clinic Health System liaison between patients and/or their families and the institution and participates in ensuring the best possible patient experience. The PEC II acts as a resource to all levels of Mayo Clinic Health System staff in the handling of difficult patient situations. The PEC II will also act as a liaison with several clinical departments, providing insight and information as it relates to complaint and patient satisfaction data. The PEC II will serve as a neutral facilitator by providing a specific channel through which patients and/or their families can seek solutions to concerns regarding medical care, both outpatient and inpatient. The PEC II will investigate and document the patient's concern and work with clinical staff to coordinate a response to the patient. The PEC II collaborates with the Office of Compliance and the Legal Department regarding development and implementation of policies and procedures related to patient complaint issues, as well as investigation and documentation of sensitive issues and complaints brought forward by Mayo Clinic Health System patients that may present an opportunity to enhance the overall patient care experience and ensure Mayo policy is being followed. Each PEC II is responsible for analyzing and preparing reports based on information derived from patient complaints and patient satisfaction for institutional use. The PEC II will also compile, analyze and interpret findings/trends for further review by institutional leadership in order to forecast process and service improvement initiatives.
Basic
Qualifications:
bachelor
''s degree in health-related field, including Nursing or Behavioral/Social Sciences. Four years of experience as a PEC I or in a health-related or social sciences profession, such as nursing or social work is required.
Other
Qualifications:
The PEC must be able to gain an in-depth knowledge base of the Mayo Clinic and its operations. Requires a strong ability to build rapport with others. Must be able to maturely and tactfully express final outcomes to gain patient understanding. Strong interpersonal skills, including conflict resolution/negotiation, complaint management, crisis intervention and counseling. Must have effective written communications skills. Requires sophisticated oral communication, including active listening, redirection, and ability to elicit information from poor or evasive communicators. Demonstrated successful collaboration with counterparts within the work area and at all levels of an organization. Must tolerate an ambiguous, fast-paced, demanding and constantly changing work environment while maintaining strong critical thinking, communication and organizational skills. Must be able to function objectively in sensitive and stressful situations, work autonomously, think on one''s feet, anticipate, improvise, and synthesize extensive information to focus the issue. Excellent problem-solving skills to resolve patient complaints and assist in development of action plans to prevent complaints. Must have strong analytical skills to analyze information and data, identify needs, and prepare an action plan or resolution in an organized fashion. Must have knowledge of
computer
tools and ability to become proficient in their use (MICS, Health Quest, Synthesis, Midas Plus, and Internet/Intra-net).
License or Certification:
Exemption Status:Exempt
Hours/Pay Period:80
Schedule Details:Monday - Friday General hours between 8a-5p
Weekend Schedule:
Staffing Specialist:Julie Neaves
Company Statement:
Mayo Clinic provides the highest quality patient care by placing the needs of the patient first. You''ll discover a culture of teamwork, professionalism and mutual respect -- and most importantly, a life-changing career. We invite you to join our diverse team as we provide health, hope and healing to people from all walks of life.
Mayo Clinic is an equal opportunity educator and employer (including veterans and persons with disabilities).Estimated Salary: $20 to $28 per hour based on qualifications.
Mayo Clinic
Job Posting Number:33611BR
Job Posting Title:PATIENT EXPERIENCE COORDINATOR II
Job Posting Category:
Work Site:MCHS - SE MN - Owatonna
Department:908027
Job Description
The Patient Experience Coordinator (PEC) II is primarily responsible for direct collaboration with all Mayo Clinic Health System Departments in efforts to ensure the best possible patient experience. The majority of their work will be focused on proactively developing action plans to prevent patient concerns with a lesser focus on being reactive to resolving patient complaints. The (PEC) II serves as the Mayo Clinic Health System liaison between patients and/or their families and the institution and participates in ensuring the best possible patient experience. The PEC II acts as a resource to all levels of Mayo Clinic Health System staff in the handling of difficult patient situations. The PEC II will also act as a liaison with several clinical departments, providing insight and information as it relates to complaint and patient satisfaction data. The PEC II will serve as a neutral facilitator by providing a specific channel through which patients and/or their families can seek solutions to concerns regarding medical care, both outpatient and inpatient. The PEC II will investigate and document the patient's concern and work with clinical staff to coordinate a response to the patient. The PEC II collaborates with the Office of Compliance and the Legal Department regarding development and implementation of policies and procedures related to patient complaint issues, as well as investigation and documentation of sensitive issues and complaints brought forward by Mayo Clinic Health System patients that may present an opportunity to enhance the overall patient care experience and ensure Mayo policy is being followed. Each PEC II is responsible for analyzing and preparing reports based on information derived from patient complaints and patient satisfaction for institutional use. The PEC II will also compile, analyze and interpret findings/trends for further review by institutional leadership in order to forecast process and service improvement initiatives.
Basic
Qualifications:
bachelor
''s degree in health-related field, including Nursing or Behavioral/Social Sciences. Four years of experience as a PEC I or in a health-related or social sciences profession, such as nursing or social work is required.
Other
Qualifications:
The PEC must be able to gain an in-depth knowledge base of the Mayo Clinic and its operations. Requires a strong ability to build rapport with others. Must be able to maturely and tactfully express final outcomes to gain patient understanding. Strong interpersonal skills, including conflict resolution/negotiation, complaint management, crisis intervention and counseling. Must have effective written communications skills. Requires sophisticated oral communication, including active listening, redirection, and ability to elicit information from poor or evasive communicators. Demonstrated successful collaboration with counterparts within the work area and at all levels of an organization. Must tolerate an ambiguous, fast-paced, demanding and constantly changing work environment while maintaining strong critical thinking, communication and organizational skills. Must be able to function objectively in sensitive and stressful situations, work autonomously, think on one''s feet, anticipate, improvise, and synthesize extensive information to focus the issue. Excellent problem-solving skills to resolve patient complaints and assist in development of action plans to prevent complaints. Must have strong analytical skills to analyze information and data, identify needs, and prepare an action plan or resolution in an organized fashion. Must have knowledge of
computer
tools and ability to become proficient in their use (MICS, Health Quest, Synthesis, Midas Plus, and Internet/Intra-net).
License or Certification:
Exemption Status:Exempt
Hours/Pay Period:80
Schedule Details:Monday - Friday General hours between 8a-5p
Weekend Schedule:
Staffing Specialist:Julie Neaves
Company Statement:
Mayo Clinic provides the highest quality patient care by placing the needs of the patient first. You''ll discover a culture of teamwork, professionalism and mutual respect -- and most importantly, a life-changing career. We invite you to join our diverse team as we provide health, hope and healing to people from all walks of life.
Mayo Clinic is an equal opportunity educator and employer (including veterans and persons with disabilities).Estimated Salary: $20 to $28 per hour based on qualifications.
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