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Patient and Physician Experience - AdventHealth – East Orlando
Location Address: 7727 Lake Underhill Road, Orlando, 32822
Top Reasons to work at AdventHealth – East Orlando
AdventHealth East Orlando, a 265-bed community hospital, has been serving East Orlando residents since 1941 as an innovative local leader that fills a vital need in a fast-growing area
A recent 200,000 square-foot expansion project upgraded the hospital to 265 beds, with a spacious patient tower and 80 new private rooms designed to enhance the holistic care experience
Annual number of emergency cases: 89,018
Work Hours/Shift: Monday – Friday 6am – 3:30pm
You Will Be Responsible For:
Demonstrates, through behavior, AdventHealth’s core values of Integrity, Compassion, Balance, Excellence, Stewardship, and Teamwork.
Ensures world-class patient and physician experiences. The Coordinator provides service recovery and is a point of contact for staff to resolve patient and physician concerns. Assists in providing customer service training through providing feedback to staff on patient experience appropriate behaviors, conflict resolution tactics, responses and skills to promote positive perceptions; assists with providing patient and visitor information; and works to improve processes to elevate the service levels provided to patients, families and visitors, physicians and their offices.
Develops and maintains all patient education materials and marketing efforts on behalf of the Surgery Center, which includes periodic visits to physician practices to build/maintain relationships.
Serves as the primary point of contact for greeting and registering patients upon arrival to the Surgery Center, while supporting patient functions such as scheduling cases, performing charge audits, and billing accounts. The Coordinator is responsible for maintaining regulatory requirements per DNV, CMS (Centers for Medicare and Medicaid Services), and other agencies as applicable.
Tracks and reports customer complaints and service recovery efforts, trending staff customer service compliance, and outcomes to Surgery Center leadership. The Coordinator utilizes AdventHealth and partner information systems such as First Look and Press Ganey to obtain reports.
Supports the Surgery Center with sharing information and analysis, project support, and providing team leadership for customer service improvement initiatives, and support of the Surgery Center.
What You Will Need:
(1) year experience in Surgical Services or Patient Access Departments.
Ability to use discretion when discussing personnel/patient related issues that are confidential in nature.
Responsive to ever-changing matrix of hospital needs and acts accordingly.
Self-motivator, quick thinker.
Proficiency in performance of basic math functions.
Capable of communicating professionally and effectively in English, both verbally and in writing.
The Patient and Physician Experience Coordinator is responsible for providing personalized guidance and support that promotes a positive patient, family and physician experience throughout their surgical care continuum. The Patient and Physician Experience Coordinator builds relationships with patients, families and physicians to create an environment where optimum patient experience and positive patient satisfaction flourishes. The Patient and Physician Experience Coordinator functions include responding to patient, family and visitor concerns employing excellent verbal and written communications skills, intervention, interpersonal, diplomacy, and conflict management skills and strategies, and service recovery approaches to work to facilitate and resolve issues with a wide variety of customers. The Coordinator holds primary responsibility for developing and maintaining all patient education materials and marketing efforts on behalf of the Surgery Center, which includes periodic visits to physician practices to build/maintain relationships. The Coordinator also maintains competency to schedule cases, audit patient accounts, register patients, and collect payments in alignment with AdventHealth Patient Access standards. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.