Coordinator - Patient Experience

At Lucile Packard Children’s Hospital Stanford, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.

Job ID: LP_00017028-1443

JOB SUMMARY

This paragraph summarizes the general nature, level and purpose of the job.

Under the direction of the Manager Patient Experience Improvement, assist coordinating projects and programs which support Stanford Children's Health organization and integration of the Patient Experience department. Coordinates various projects for the department centered on patient experience improvement or enhancement including technology-oriented projects. Provides training and Daily Management Schedule (DMS) support.   Schedules education and orientation programs; registers participants; prepares classroom materials; coordinates logistics; Serves as liaison to customers and other departments.

ESSENTIAL FUNCTIONS

The essential functions listed are typical examples of work performed by positions in this job classification.  They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities.  Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital’s policies and procedures, including its Service Standards and its Code of Conduct.

PROJECT COORDINATOR:
*Coordinates departmental project activities and ensures project phases are documented appropriately. Manages reporting and ensures organizational resources are utilized appropriately. Manages project schedules. Performs project work of varying scope and complexity such as process automation or simplification. Manages individual projects as they arise and provides direction regarding additional areas of opportunity. Presents results and manages/facilitates individual workshops and committee meetings.

TRAINING COORDINATION: 
*Organizes and leads trainings regarding patient experience, service delivery and recovery as appropriate. Prepares presentation materials, excel spreadsheets, edits course materials and provides other routine program support to staff in the administration and delivery of education programs. Tracks and reports program-related cost. Produces reports and conduct program evaluations.

ADMINISTRATIVE SUPPORT: 
*Supports the manager by performing administrative duties related to planning, directing and coordinating both the departmental and operational activities of the Office of Patient Experience. Provides administrative support and manages all departmental amenities. Includes DMS support and follow-up.

SUPPLIES AND INVENTORY MANAGEMENT: 
*Oversees equipment and supplies allocation.   Facilitates periodic inventory review of all equipment and prepares appropriate facility reports as requested. Tracks and presents cost management efforts to at departmental staff meetings.  Develops, implements, and oversees the maintenance of filing, record keeping, distribution of materials, and other types of office/program systems. Evaluates and standardizes office procedures and effectively troubleshoots and resolves issues.

EVENTS COORDINATOR:
*Manages events specific to the department involving staff or patients as applicable. Organizes event logistics inclusive of material development and coordination of support (i.e. Patient Experience Week).

DEPARTMENT SUPPORT: 
*Coordinates requests for support from departments such as communications, housekeeping and engineering and maintenance. 

*Serves as the administrative representative with other departments as needed (such as STAR, Space, etc), coordinating the installation and maintenance of data and phone communication. Works with representatives from those departments to ensure that quality work is completed on a timely basis.

*Supports calendaring for the team for standard work including meeting documentation, agendas, and follow-ups.

*Maintains tracking for requests, projects, and timelines to keep the team on track.

*Supports departmental operations such as maintenance of survey operations, standard reporting out of patient experience metrics.

OTHER DUTIES:
*Participates in projects as assigned and completes within requested timeframes.  Performs other related work as assigned.

*Supports ad-hoc reporting requests and can perform basic root cause analysis findings to support partners in the organization.

*Is available for on-site support of programs and departments that are involved in patient experience improvement efforts.

*Monitors survey burden on families through: evaluating custom survey requests for research validity, works with the research Family Advisory Council, sets up custom survey requests within organizational HIPAA compliant systems, and coordinates a system to monitor survey frequency by patient and family.

MINIMUM QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: High School diploma or GED equivalent

Experience:  Four (4) years of progressively responsible and directly related work experience

License/Certification: None required.

KWOWLEDGE, SKILLS, & ABILITIES

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

* Ability to coordinate multiple meetings and resources (people, equipment, locations)
* Ability to maintain confidentiality of sensitive information
* Ability to exercise good judgment and use discretion in confidential situations.
* Ability to independently plan, organize, prioritize work to meet deadlines.

*Ability to utilize LEAN principles to solve problems independently.
* Ability to understand and use information technology to drive process changes
* Ability to work effectively with individuals at all levels of the organization
* Knowledge of hospital policies, procedures and Knowledge of local, state and federal regulatory requirements related to areas of functional responsibility
* Knowledge of Windows-based office software, computers and operating systems

PHYSICAL REQUIREMENTS

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

Pay Range
Compensation is based on the level and requirements of the role.
Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data.
Typically, new team members join at the minimum to mid salary range.
Minimum to Midpoint Range (Hourly): $49.83 to $56.48

Stanford Medicine Children's Health (SMCH) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SMCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements, and where applicable, in compliance with the San Francisco Fair Chance Ordinance.