Coord Patient

Uintah Basin Medical Cntr
Roosevelt, UT 84066, USA

• On-site
• Full-Time
• Requisition #: COORD
  002268

Department: Clinic
Reports To: Director of Quality
Position Status: Full Time
Location: Uintah Basin Healthcare / Uintah Basin Medical Center

The Patient Experience Coordinator supports the Hospital's Quality, Patient Experience, and Regulatory Readiness programs. This position is responsible for coordinating the Hospital grievance process, maintaining accurate grievance and patient concern documentation, supporting the HCAHPS program, coordinating Quality-related meetings, maintaining quality and regulatory tracking tools, and assisting with audits and performance improvement activities.

The position serves as a key communication link between patients, families, providers, managers, and the Quality Department. The Coordinator ensures patient concerns and complaints are appropriately documented, communicated, investigated, tracked, and resolved in a timely manner.

The position supports compliance with CMS Conditions of Participation, DNV/NIAHO requirements, hospital policies, and applicable regulatory and accreditation standards.

• Serve as the primary coordinator for the hospital's patient grievance and complaint process.
• Receive, document, and track patient grievances, complaints, compliments, concerns, and service recovery opportunities.
• Maintain the hospital's Grievance Log and ensure information is complete, accurate, and current.
• Assign or communicate concerns to the appropriate department manager, provider, leader, or other responsible individual for review and follow-up.
• Track grievances from initial receipt through investigation, response, resolution, and closure.
• Follow up with departments and leaders to ensure timely completion of investigations and corrective actions.
• Prepare and send appropriate written responses to patients and/or representatives.
• Maintain documentation supporting grievance resolution and closure.
• Escalate unresolved, high-risk, regulatory, patient-safety, or potentially reportable concerns to the Director of Quality and appropriate leadership.
• Identify recurring concerns and trends and communicate findings to leadership and appropriate committees.
• Maintain confidentiality and protect patient information in accordance with HIPAA and hospital policy.
• Coordinate service recovery activities as directed.

• Coordinate the hospital's HCAHPS and patient experience program.
• Monitor HCAHPS results, trends, opportunities, and areas requiring improvement.
• Communicate patient experience concerns, compliments, and trends to department managers, providers, nursing leaders, and other appropriate personnel.
• Assist leaders in understanding patient feedback and identifying opportunities for improvement.
• Track patient experience concerns through resolution when follow-up is required.
• Assist with development and monitoring of patient experience improvement initiatives.
• Prepare patient experience information for leadership and Quality Committee review.
• Identify recurring themes in patient comments and complaints and communicate trends to appropriate leaders.
• Support patient experience education and awareness activities.
• Maintain an organized tracking system for patient concerns requiring follow-up.
• Monitor open concerns and ensure appropriate follow-up occurs.
• Communicate outstanding concerns to responsible managers and leaders.
• Document actions taken and outcomes.
• Close concerns when appropriate documentation and resolution have been completed.
• Identify concerns that may require Quality review, Risk Management involvement, financial review, and manager involvement .
• Maintain appropriate supporting documentation for survey readiness.

• Coordinate scheduling and preparation for designated Quality meetings.
• Surgical MAC, Medical MAC, Qualance, Quality Strategy
• Develop agendas in collaboration with the Director of Quality and appropriate leaders.
• Collect reports, data, and supporting documentation for meeting materials.
• Attend meetings and accurately document minutes.
• Maintain meeting minutes and supporting documentation.
• Track assigned action items and follow up with responsible individuals.
• Maintain documentation demonstrating completion of action items.

• Maintain the hospital's Quality Dashboard as an active, accurate, and current…