FULTONCOUNTYMEDICALCENTER
POSITION DESCRIPTION
POSITION TITLE: Patient Experience and Quality Coordinator
REPORTS TO:Director of Quality and Education
DATE:
I.POSITION SUMMARY: The Patient Experience and Quality Coordinator works closely with the Director of Quality and Education to plan, design, implement, and direct customer service and quality improvement strategies and to embed service quality metrics as an integral part of performance management across the organization. This position will actively engage managers and front line employees to enroll their support, create ownership of goals, and have them actively participate in decisions that impact the organization.
II.EDUCATION REQUIREMENTS:
- Associate’s Degree in related field plus one year in a healthcare setting. May substitute at least 3 years’ experience in a healthcare setting that involved significant interaction with patients and/or clinicians (experience at FCMC or an affiliated practice is preferred). Must be familiar with customer service and quality improvement strategies and metrics; have the ability to follow procedures; to communicate effectively, both verbally and in writing; have a positive attitude; and to complete tasks with minimal supervision. A high level of integrity and the ability to keep information confidential relating to patient, residents, visitors, and other customers is essential.
III.CUSTOMER FOCUSED EXPECTATIONS:
While performing the essential functions of this position, the Patient Experience and Quality Coordinator must strive to keep the mission, vision, and values of the Fulton County Medical Center, and be committed to the improvement and best interests of the facility and the services the Department provides.
IV.TYPICAL PHYSICAL DEMANDS:
1.Standing and walking 10-15% of the time, and sitting 85-90% of the time.
2.Occasional lifting and/or moving up to 25 pounds.
3.Hand-eye coordination, finger dexterity, functional visual ability, and depth perception.
4.Reach with hands and arms, climb or balance, stoop or kneel.
5.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
6.Occasional exposure to outside weather conditions.
V.TYPICAL MENTAL DEMANDS (subject to modification or accommodation as required):
1.Ability to read, analyze, and interpret raw data and performance improvement documents.
2.Ability to effectively diffuse and resolve difficult situations.
3.Ability to demonstrate excellent communication skills to interact with individuals and groups both internal and external to the organization; influencing others to gain acceptance for important programs and processes.
4.Ability to work with windows based software applications.
5.Ability to multitask and work well under pressure, creating a positive work environment.
VI.WORKING CONDITIONS
The noise level in the work environment is usually quiet. However, exposure to noise distractions and unpredictable behaviors may be experienced. Exposure to prolonged viewing of a computer screen, eyestrain, and repetitive motions may also be experienced.
VII.EQUIPMENT TO BE USED:
1.General office and computer equipment (i.e. personal computer, email, telephone, fax, copiers, etc.).
VIII.FACILITY WIDE COMPETENCY REQUIREMENTS (see attached)
IX.ESSENTIAL FUNCTIONS (see attached)
X.NON-ESSENTIAL FUNCTIONS (see attached)
______
Employee SignatureDate
/ Mid Probation 45 days after hire/ End Probation 90 days after hire
/ Annual
Employee Name:
/ Department:
/ Current Title:
/ Supervisor Name/Title:
Methods of Measurement Include the Following: /
AGES SERVED
Direct Observation / Documentation / Neonates (< 30 days) / Adults (> = 18 years and < 65 years)Feedback from staff or patients / PI Reports / Infants (> 30 days and < 1 year) / Geriatrics (> = 65 years)
Period Covered by this Evaluation:
/ Pediatrics (> = 1 year and < 13 years) / Not Applicable
Adolescents (> = 13 years and < 18 years)
Facility Wide Competency
/Rating
/Comments
D
/M
/E
INSTITUTIONAL AND/OR PROFESSIONAL STANDARDS
- Comply with regulatory agencies, and institutional and operating systems.
- Adhere to all Hospital Policies and Procedures as they apply.
- Knowledge and adherence to Infection Control and Environment of Care Guidelines and Procedures.
- Protect patient/customer confidentiality.
- Comply with HIPAA regulations as they apply to the position.
PERFORMANCE IMPROVEMENT
- Adhere to current organizational Performance Improvement priorities
- Participate in quality studies through data collection
- Make recommendations and take actions to improve structure, system or outcomes
CUSTOMER SERVICE
- Demonstrate the values of the organization: respect, honesty, integrity, compassion, fairness, innovation and stewardship of our resources.
- Demonstrate commitment to serving internal and external customers.
- Demonstrate excellence in communication with internal and external customers.
- Create a positive environment for patients, family and other interdisciplinary team members.
Bottom of Form
Top of Form
ESSENTIAL FUNCTIONS
/ D / M / E / CommentsPromotes interdisciplinary collaboration with other departments to facilitate positive outcomes / / / /
Actively engages employees to enroll their support, create ownership of goals, and have them actively participate in decisions that impact the medical center / / /
In conjunction with Director of Quality, plan, design, implement, and direct organization wide patient experience and performance improvement activities / / /
Provides proactive and ongoing monitoring of patient experience and performance improvement programs to sustain improvements / / /
Ability to determine strengths, opportunities, weaknesses and threats / / /
Strong organizational and analytical skills / / /
Assists departments to improve the safety, effectiveness, efficiency, patient-centeredness, equity, and timeliness of health care services / / /
Provides thoughtful, learning oriented analysis of safety events and near misses / / /
Facilitates learning on the part of leaders, clinicians, and other employees / / /
Leads the development, planning, and execution of timelines to improve outcomes, working collaboratively to implement timelines effectively and efficiently / / /
Facilitates the development of annual improvement goals for departments and teams that are in alignment with the vision and strategic plan of the medical center / / /
Ensures that teams are multidisciplinary in membership / / /
Support improvement efforts with dashboards and other measurement tools / / /
Tracks external ratings by external rating agencies and facilitates improvement projects as indicated / / /
Resourceful problem solver / / /
Completes monthly quality related data entry, analysis, and reporting / / /
Supports the policy management process / / /
Completes other duties as assigned / / / /
Top of Form
Non-Essential Functions: / D / M / E / Comments1. Participates in professional development activities:
a. In-service classes or on-line courses
b. Shares knowledge with others
c. Reads in-house communications / / / /
2. Work Habits:
a. Complies with attendance policies
b. Dresses according to the departmental dress code
c. Organizes times, sets priorities
d. Spends free time in a constructive manner / / /
3. Initiative and judgment:
a. Makes necessary work related judgments based upon factual information
b. Completes assignments with minimal directions and in a timely manner
c. Adapts to a changing work load / / /
Bottom of Form
Top of Form
D= Does Not Meet Expectations / M= Meets Expectations / E= Exceeds ExpectationsComments:
Future Plans and Actions:
Employee Comments:
To update our files, please answer the following questions:
Have you received a higher education degree in past 12 months: Yes___ No____
Please forward to Human Resources
Have you received a certification in the past 12 months: Yes____No_____
Please forward to Human Resources
I have reviewed this Performance Evaluation
Employee Signature
/ DateEvaluator Signature / Date
Department Head or Designee Signature / Date
Bottom of Form