COORD - PATIENT

Responsibilities

Doctors Hospital of Laredo, in Laredo, TX, is a 183-bed acute care facility that offers a range of medical services. You'll feel a difference when you walk in our doors. There's pride in the care we deliver and a commitment to serving Laredo's growing healthcare needs.

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The Patient Experience Coordinator functions collaboratively with members of DHL management to identify and monitor patient experience strategies. Utilizes patient experience data collection resources and feedback to facilitate processes resulting in improvement of patient perception. This role will serve as education resource specialist to facilitate offerings for new and existing staff and volunteers including, but not limited to AIDET, Service Excellence, Service Recovery, Patient Satisfaction database management, and Patient and Family Advocacy Program for DHL.

Drive operational improvements through teams using performance improvement tools. Foster driving a WOW culture that allows every patient to feel extraordinary care by the DHL team!

• Daily Leadership Rounding with AIDET and nursing bundle observations/coaching. Monitor leadership rounding feedback
• Attend leadership rounding debriefing meeting. Compile feedback, track and trend feedback- report weekly to leadership. Create action plans based on feedback. Review action plan progress weekly.
• Support nursing leadership with identifying improvement opportunities related to nursing bundle components:
  Bedside shift report, Intentional Rounding, Individualized Care, and Discharge Phone calls.
• All complaints placed into Midas. Disperse to management staff for follow up. Responsible for ensuring timely issue identification and resolution, including formulating written responses to grievances in compliance with regulatory requirements. Additionally, the Patient Advocate is responsible for the accurate and timely management of information for reporting to oversight and regulatory bodies. This position is designed to strengthen, personalize and enhance relationships between the patient and the organization
• Provide Press Ganey education and access for DHL. Collaborate with directors to create action plans for performance improvement for areas below the 80th percentile with monthly updates
• Monitor patient experience scores weekly/monthly: identify improvements, decreases, trends in Press Ganey and HCAHPS. Report data trends monthly.
• Disperse all comments to Management staff regularly. Track and trend comment feedback monthly. Identify improvement needs based on comments- create action plans and review process monthly

• Challenging and rewarding work environment

• Competitive Compensation & Paid Time Off
• Excellent Benefit Packages
• 401(K) with company match and discounted stock plan
• Tuition Reimbursement

• Career development opportunities across UHS and its 300+ locations!
• Health Stream online learning catalogue with plenty of free CEU courses

• More information is available on our Benefits Guest Website:

Headquartered in King of Prussia, PA, Universal Health Services, Inc. (NYSE: UHS) is one of the nation’s largest and most respected providers of hospital and healthcare services. Since our founding in 1979, UHS has grown steadily into a premier Fortune 500® corporation perennially recognized by multiple esteemed national rating entities. Through its subsidiaries, UHS operates inpatient acute care facilities, inpatient behavioral health facilities, outpatient and other facilities, nationwide virtual behavioral health services, an insurance offering, a physician network and various related services with physical locations in the U.S., Puerto Rico, Ireland and United Kingdom.

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