Service Excellence Clinical Coordinator

Posted:
7/22/2024, 5:00:00 PM

Location(s):
Joplin, Missouri, United States ⋅ Missouri, United States

Experience Level(s):
Mid Level

Field(s):
Medical, Clinical & Veterinary

Our Mission

To improve the health of the communities we serve through contemporary, innovative, quality healthcare solutions.

What You'll Do

The Service Excellence Clinical Coordinator, in collaboration with the Director of Service Excellence, helps drive key initiatives to improve the patient experience. This person is someone who wishes to use their bedside experience to better the care and service provided to all Freeman Health System patients.

Essential Functions

  • Provides clinical insight and direction to ensure the balance between the organization’s patient experience goals and operational realities, limitations, and workflows

  • Coordinates performance improvement and patient experience initiatives, providing guidance, education, and assistance in the development, implementation, and measurement of projects related to patient experience

  • Systematically rounds on patients, as directed, and effectively and independently resolves issues in a timely manner

  • Serves as a lead and role model in fostering a culture of hospitality and service

  • Mentors department leaders, physicians, and team members, hardwiring patient experience elevation by sharing best practices and relevant patient feedback

  • Analyzes customer feedback and data to identify opportunities to improve the patient experience across the continuum of care

Knowledge

Knowledge of patient experience surveys (including CMS-mandated CAHPS surveys) and use of the results to drive improvement is preferred

Current understanding of patient care delivery, leadership, patient safety, and quality and process improvement

Requirements

Minimum of 3 years of clinical experience in an acute care setting (ICU, Medical/Surgical, or Emergency Department nursing preferred)

AHA Family and Friends within 90 days; Nonviolent Crisis Interventional Training Program (CPI) within 365 days

Preferred Requirements

Bachelor’s degree in Nursing or other clinical discipline and/or management preferred