Provider Team Coordinator - MarinHealth Medical Center
Job Description
As a Provider Team Coordinator, you play a vital role in our mission to improve lives. Perform non-clinical support tasks to support the delivery of care and to promote efficient use of the physician/provider teams’ time. Help facilitate the following duties to help the flow of the department. Facilitate patient flow in the department. Assist with calling patient families. Assist with calls to clinics and other hospital facilities. Assist with taking messages and directing messages to appropriate people in the department. Respond to nurse call lights and then inform the appropriate staff of patients’ needs. Provide comfort items to patients (water, blankets, etc.) Retrieve wheelchairs and return to appropriate locations. Call lab/radiology to inquire about lab results. Communicate with RN regarding patients ready for discharge that all results are completed, and patient is ready for re-evaluation. Identify patients in the department for patient experience assessment. Conduct rounding in the department to assess patient needs for comfort items, experience during their visit, and provide service recovery as is within the non-clinical scope of the role. Provide feedback and service recovery input to the clinician staff and department as appropriate. Educate patients on the hospital or system’s patient satisfaction survey process and timing. Extend outreach to patient’s post-visit (phone call or digital communications) to assess their experience and to provide service recovery or feedback to clinician and department team where necessary. Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff. Obtain and trend Press Ganey or similar patient experience data and results per hospital or system measures. Provide results and analysis of trends for operational improvements to the leadership team. Clinician observation. Provide feedback in written and oral communication to clinicians, department staff, and leadership in efforts to improve patient satisfaction measures regarding provider interaction. Practices regular communication with care team members to provide feedback around process improvement of services offered that can better serve the patient and increase effectiveness of the role. Frequent touch bases with Program Manager and Medical Director and assistance with other duties as assigned for participation in hospital patient experience initiatives. Performs duties under compliance with HIPAA and understands the importance of protecting patient information. Maintains documentation of all patient encounters in excel or software-based program and completes reporting requirements according to program standards. Attends and represents the organization at trainings and meetings at the request of or with the approval of supervisor. Fully discloses relevant training, experience, and credentials to help patients understand the scope of their services. Under the direction of the manager, develop an understanding and work with the care team to facilitate improvements of patient satisfaction metrics. Meets department/organization quality goals. Required Experience and Competencies. Experience in hospitality industry and/or familiarity with patient satisfaction/experience preferred. Professional demeanor with strong interpersonal and communication skills. Knowledge of facility and OSHA safety rules and procedures. Knowledge of Privacy Policies regarding PHI and HIPAA set forth in the Privacy Policy Manual. Strong call group support with consultants and hospital administration. Dental, Vision, HSA/FSA, Life and AD&D coverage, and more . EAP, travel assistance, and identify theft included . High school diploma or GED equivalent required. Excellent organizational skills. Knowledge of HIPAA regulations.