Patient Experience Coordinator Jobs

EMPLOYER-PAID PENSION PLAN (NEVADA PERS)
COMPETITIVE SALARY & BENEFITS PACKAGE

As an academic medical center with a rich history of providing life-saving treatment in Southern Nevada, UMC serves as the anchor hospital of the Las Vegas Medical District, offering Nevada’s highest level of care to promote successful medical outcomes for patients.
We are home to Nevada's ONLY Level I Trauma Center, Designated Pediatric Trauma Center, Burn Care Center, and Transplant Center. We are a Pathway Designated facility by ANCC, and we are on our journey to Magnet status.

Position Summary:
Functions as a liaison between the patient, family members, medical staff, hospital departments, and community agencies during times of crisis or to resolve patient complaints.

Education/Experience:
Equivalent to a Bachelor's degree in sociology, psychology, social work or a related field.

Licensing/Certification Requirements:
None required.

• At least one year of data/statistical analysis applied to performance and process improvement for patient satisfaction
• At least one year of demonstrated mastery of service recovery and verbal de-escalation techniques
• At least one year of creating, maintaining, interpreting, or presenting HCAHPS/patient satisfaction reports
• At least one year of creating and delivering educational/training programs promoting patient-centered care or customer satisfaction

Knowledge of:
Conflict resolution techniques; a systems approach to problem solving; public relations principles; death and dying/grieving process; medical terminology; hospital operations, policies and procedures; community resources; department and hospital safety practices and policies; infection control practices and policies; patient rights; department and hospital emergency response policies and procedures.

Skill in:
Effectively negotiating a resolution to complex problems; maintaining detailed records; preparing reports; handling traumatic situations with sensitivity and empathy; use of computers and associated software; maintaining objectivity and exercise judgment in resolving issues; organizing and prioritizing work; communicating with a wide variety of people from diverse socio-economic and ethnic backgrounds; establishing and maintaining effective working relationships with all personnel contacted in the course of duties; efficient, effective and safe use of equipment.

Physical Requirements and Working Conditions:
Mobility to work in a typical office setting and use standard office equipment, stamina to remain standing for long periods of time, vision to read printed materials and a VDT screen, and hearing and speech to communicate effectively in person and over the telephone. Strength and agility to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a eligible amount of force constantly to move objects. Work is subject to shift and weekend assignments.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this classification.