Patient Experience & Interpreter Services Coordinator

Patient Experience Lead

Leads projects and develops and maintains data dashboards to support MedStar Montgomery patient, family, and associate experience. Partners with executive team, clinical leaders, and front-line staff to proactively address patient experience concerns and opportunities. Implement trainings and processes to support healthcare team in providing consistent, high-quality care. Supports patients and associates in accessing interpreter services virtually and in-person and manages vendor relations. These functions are performed in accordance with all applicable laws and regulations and MedStar Montgomery philosophy, policies, procedures and standards.

Primary Duties and Responsibilities

• Acts on behalf of patients and families in all issues of compliance with MedStar Montgomery's statement of Patient Rights and Responsibilities. Provides assurance to patients and their families that their voice will be heard and that their wishes and rights are honored. Assures the patient that the presentation of a complaint will in no way compromise or prejudice access to care.
• Develops and maintains patient experience data dashboard. This includes the extraction of patient comments for each department and unit and the creation of a Patient Experience scorecard from vendor. Pulls ad-hoc data as requested by leadership.
• Rounds on patients, families and staff. Develops and rolls out patient experience training materials in alignment with hospital priorities and leadership guidance.
• Acts as a resource to organizational and departmental leadership for all patient experience and vendor data issues.
• Conducts organization needs assessments to determine appropriate organization development interventions associated with patient experience in partnership with executive leadership. Collects data through industry and patient experience survey vendor.
• Designs, develops and leads patient experience initiatives and tools. Links patient experience initiatives and strategy to associate engagement. Participates in ongoing analysis, enhancement, and development of associate engagement strategy. Serves as key leader and participant in patient experience.
• Maintains current knowledge, certification, and licensure as needed. Maintains knowledge of current best practices and industry standards in security, telecommunications, and first impressions. Identifies learning needs and participates in training and development activities. Attends hospital sponsored training programs as required by the department. Completes all mandatory requirements within allotted timeframe for completion (License, PPD, Competencies, etc.).
• Works effectively within and between departments; participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees, and represents the department and hospital in community outreach. Demonstrates a constructive approach during all interactions.
• Performs other duties and responsibilities that are appropriate to the position and area. The above responsibilities are a general description of the level and nature of the work assigned to this classification.
• Refers appropriately to the office of risk management, legal department and/or public affairs.
• Develops relationships with the multidisciplinary care team to cultivate the basis for and access to the seamless resolution to a patient or family issue. Works to be seen and understood by patients, families and providers as an impartial catalyst for resolution.
• Manages relationships with external interpreter service vendors, including managing and distributing interpreting devices, providing purchase orders and timely invoicing, ensuring timely delivery of services, and monitoring interpreter performance, adherence to standards, and compliance with codes of ethics.
• Educates and trains hospital associates and providers on accessing, documenting, and adhering to policies for interpreter services.
• Ensures regulatory compliance of external vendors, including collecting and tracking quality metrics in alignment with hospital policies and The Joint Commission requirements.
• Serves as hospital representative on system-level interpretive services workgroups and contract negotiations.

Minimal Qualifications

Education

• Bachelor's degree in healthcare related field required or
• Bachelor's degree In Nursing preferred

Experience

• 4 years experience in healthcare, consumer advocacy, patient relations, or related field required

Licenses and Certifications

• Notary License (NOTARY PUB), Willingness to certify in the State of Maryland preferred

Knowledge, Skills, and Abilities

• Demonstrated experience with patients and families in an inpatient setting;
• Ability to work within a multidisciplinary team and multi-cultural environment;
• Ability to diffuse stressful situations and resolve issues;
• Well-developed listening, interpretative and conciliation skills;
• Excellent communication, writing and presentation skills;
• Proficiency in Microsoft Office including Excel.
• Tableau proficiency preferred.

This position has a hiring range of $65,062 - $117,291