Experience Coordinator

Experience Coordinator

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Experience Coordinator assists with the administration of daily operations within the Office of Patient Experience. The position is responsible for the department's call center function, administrative referral process, the completion and / or coordination of notary services for patients and visitors, the handling of lost property claims, and coordination of the service recovery program. In collaboration with the Experience Supervisor and / or Manager, the Experience Coordinator supports with recruitment, onboarding and scheduling for volunteer services This position is also responsible for the timely distribution of mail and emails to the department mailbox, monitoring the social media platform, generating and distributing reports, ordering and maintaining departmental supplies, work orders, publishing the staff schedule, entering time and attendance, maintaining the department's tracking tool database, and any other function impacting the department, such as the coordination of staff relocation to different office.

Responsibilities include :

• Answers telephone within three rings using established greeting in a courteous and professional manner and addresses all questions and concerns, taking accurate phone messages, and disseminates requests to appropriate staff and / or leadership when necessary.
• Checks the department mailboxes and social media site(s) regularly and disseminates information / requests to appropriate team members in accordance with department standards.
• Generates and distributes patient satisfaction reports as needed.
• Supports the Experience Supervisor and / or Manager with volunteer recruitment, onboarding and scheduling and monitoring compliance with annual competencies.
• Maintains the database of positive patient letters in SharePoint.
• Enters data into the department's tracking database as necessary.
• Administrative Referrals (i.e., initial meet and greet, as well as daily update of the patient's overall level of satisfaction to the executive office)
• Notarizes hospital-related documents and / or makes timely referral to staff to meet patient needs
• Conducts investigation of lost property claims referred by Security Services in accordance with hospital policy, documents such cases in the department's complaint management system, and notifies patient / patient's representative of the determination of claim, and processing of reimbursement, including receipt of W9 form and check request.
• Initiates appropriate service recovery methods to resolve concerns and directs inquiries / complaints to appropriate Experience team member for evaluation, resolution and follow through, and documents accordingly in the complaint management system.
• Coordinates the hospital's service recovery program by maintaining voucher distribution and redemption, as well as purchases made by staff at the gift shops
• Provides educational material related to patient rights upon request (i.e., Patient Bill of Rights, Advance Directive etc.)
• Provides general office support by ordering supplies, facilitating the payment of invoices, publishing the department schedule and recording time and attendance, and routinely conducting an environmental assessment of the office needs and following through as necessary.
• Facilitates contact for sign language / interpreter services at request of team members
• Participates in special projects as needed
• Adheres to the standards identified in the Medical Center's Organizational Competencies.

Qualifications include :

Education, Knowledge, Skills and Abilities Preferred :

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

Hackensack Meridian Health (HMH) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.

HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER