RN - Patient Experience Liaison FT STHS McAllen

Responsibilities

POSITION SUMMARY:

This Registered Nurse (RN) is responsible for coordination and oversight of the patient experience program to include development and implementation of education and training for staff who interact with patients. The RN will educate, coach and mentor staff on all aspects of the patient experience as directed by supervisor to include any and all direction given by organization. Information from individual patient contacts, contracted vendor satisfaction reports and internal opportunities are compiled and detailed in performance improvement activities to achieve resolution of patient issues/concerns and facilitate improved patient experience.

Facilitates improved clinical outcomes following discharge and access to follow up care by utilizing: discharge instructions, nursing process and computerized databases. Works closely with providers, nurses and other members of the organization by demonstrating effective communications, teaching and negotiating skills. Promotes performance improvement initiatives, in facilities, by facilitating and coaching continuous improvement activities with Director’s and Senior Leadership. Fosters the Performance Improvement process of Focus PDCA to implement, facilitate and evaluate best practice.

Trains others to the understanding of UHS Balanced Scorecard and its ties to patient experience studies and measures. Is accountable for quality assessment, efficient managed care and patient satisfaction. Completes established competencies for the position within designated introductory period. Other related duties as assigned.

• 3-5 years experience as a Registered Nurse in the acute care hospital setting. Demonstrates communication and problem solving skills necessary in patient and family health team member interactions.
• Previous telephone consultation experience is preferred. Experience with data collection, computer operations/software and service excellence. Bilingual skills (English & Spanish) are necessary.
• Must demonstrate commitment and adherence to STHS’s Compliance Program and Code of Conduct through compliance with all policies and procedures, the Code of Conduct, attendance at required training and immediately reporting suspected compliance issue(s) to the Compliance Officer.

• Registered Nurse currently licensed in the State of Texas, or part of a compact state license, or has a valid temporary RN license for the State of Texas while waiting to receive the permanent license. BSN preferred.
• Must have and maintain current certifications, according to unit specific needs (please check all that apply):

BCLS/CPR

Must be current upon hire and thereafter