Job Description

Interested in working for the Golden Isles’ healthcare provider and employer of choice?

Throughout the many locations that make up the Southeast Georgia Health System network, there is a common thread that pulls everything together: A team of committed professionals like you. These individuals appreciate the value of every person who walks through our doors and are the key to our culture of Service Excellence.

The Patient Experience Coordinator is responsible for collaborating with departments throughout the Health System to identify and act on improvement opportunities, managing the system-wide patient grievance process, compiling statistics, and analyzing trends related to patient satisfaction and complaints. For our team members, this is more than a career — it’s a calling.

What you will do:

• Communicates directly with patients/families in person, via phone, and/or in writing to understand and resolve issues. Documents complaints, suggestions, and compliments appropriately and in a timely manner. Submits the appropriate response letters to the patient in accordance with state and federal regulations and internal policy and procedure.
• Addresses patient concerns/complaints by interviewing patients or their representatives and the staff, and investigating, analyzing, and facilitating the resolution of customer complaints and concerns. Conducts follow-up to ensure customer satisfaction and to reduce risk.
• Serves as a role model for Standards of Service Excellence. Serves as a Patient Experience content expert for team members, manager, and directors. Provides training on the event report system when needed.
• Participates in the review, analysis, and evaluation of customer service and complaint management data (assigning tasks through electronic system, monitoring completion within guidelines, and appropriate intervention and resolution by managers(s) assigned); recommends innovative solutions to customer service issues including systems problems and gaps in customer relations skills in assigned areas.
• Works with the Risk Management Department to identify and address potential liability issues as well as facilitates resolution of missing property claims. Communicates with patient and/or family members regarding these issues.
• Conducts rounding in assigned areas and facilitates improvement teams to address opportunities identified through feedback mechanisms.

What you will need:

• Bachelor’s Degree in Psychology, Sociology, Communications, English or related field from an accredited college or university preferred, or equivalent combination of experience and education preferred.
• Three (3) to five (5) years customer service experience required. One (1) to three (3) years of progressive, related experience in a healthcare setting preferred.

Why choose Southeast Georgia Health System?
• We are mission-focused to provide safe, quality, accessible, and cost-effective care to meet the health needs of the people and communities it serves
• Our workplace is as pleasant and rewarding as the setting we enjoy outside of work -- imagine stepping out of your workspace and into a world of scenic beauty, outdoor recreational activities, mild winters, natural beaches, fine dining, and a full array of cultural and colonial historic attractions
• The chance to work within a culture that is collegial yet professional, has exceptional career-advancement potential, and work/life balance that is practically unparalleled
• Our facility will allow you to use, sharpen, and add to your skills without having to commute to a large city environment
• We offer competitive salaries and a comprehensive benefits package which includes generous Paid Time Off and tuition reimbursement.
• The ability to be a part of the prestigious Coastal Community Health, a regional affiliation between Baptist Health and Southeast Georgia Health System. This collaboration forms a highly-integrated hospital network focused on significant initiatives designed to enhance the quality and value of care provided to our contiguous communities.