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HCAHPS Acute Care Coordinator Parrish Medical Center - Titusville Hospital

HCAHPS Acute Care Coordinator

Full Time • Parrish Medical Center - Titusville Hospital
Department:
Nursing Administration

Schedule/Status:
Full Time

Standard Hours/Week:
40

General Description:
The HCAHPS Coordinator reports to VP of Nursing Administration/CNO. The Coordinator is responsible for promoting and demonstrating Parrish Healthcare’s Culture of Choice®; actively and effectively participates in ensuring strategic service  goals and objectives are met or exceeded; serves as HCAHPS subject matter expert; identifies, educates, trains, implements and monitors compliance/outcomes with HCAHPs best-practices (e.g. patient hourly rounding); ensures patient experiences, as measured by HCAHPS, always exceed expectations; collaborates with patient experience team to assist with service recovery and championing methods of meeting metrics to fulfill our mission to provide Healing Experiences for Everyone all the Time®. This position shall exemplify the desired Culture of Choice® and philosophies of Parrish Healthcare. 

Key Responsibilities
  1. Visits every inpatient daily, M-F; ensures needs are being met specifically within the HCAHPS domains (communication, medication teaching; discharge instructions; etc.); facilitates immediate resolution of identified patient concerns;
  2. Facilitates “My Story” initiative; inspects and/or assists with communication boards being updated daily;
  3. Serves as HCAHPS subject matter expert; identifies, educates, trains, implements and monitors compliance/outcomes with HCAHPs best-practices (e.g., patient hourly rounding, leader rounding, etc.) within the nursing units;
  4. Ensures inpatient experiences, as measured by HCAHPS, always exceed expectations; and facilitates meeting 5 Star service goal;
  5. Collaborates with patient experience team to assist with service recovery and championing methods of meeting metrics to fulfill our mission to provide Healing Experiences for Everyone all the Time®;
  6. Facilitates routine HCAHPS training/onboarding of unit managers/leaders and bedside care partners related to patient hourly expectations; how and when; monitors compliance; partners with unit leaders on performance improvement plans; 
  7. Completes reports on areas of concerns and escalates as necessary;
  8. Coordinate with provider/nursing Care Partners to provide phone call updates to families as requested;
  9. Track compliance with “thank you cards”;
  10. Track and report on rounding initiatives as requested;
  11. Assists patients as required within scope of practice;
  12. Completes monthly and quarterly scorecards on HCAHPS and makes certificates as requested for recognition.
  13. Meets weekly with CNO to review Game Plan Service Pillar Key Drivers, Outcomes, Performance Improvement Plans; 
  14. Collaborates with Patient Experience on addressing patient and family needs;
  15. Performs similar or related duties as assigned.
  16. Knows fire, disaster and safety procedures and regulations as it pertains to the work area.
Formal Education:
  • High school diploma or equivalent required; AA degree preferred. 
Work experience:
  • Customer Service experience required.
Required Licenses, Certifications, Registrations: 
  • HCAHPs or customer service-related certifications preferred. 
  • BLS through The American Heart Association required.
Full Time Benefits:
Eligible to participate in a number of PMC-sponsored benefits, including: 
  • Annual Accrual of 152 Personal Leave Bank (PLB) Hours 
  • Health, Dental and Vision Insurance 
  • 403(b) Retirement Program 
  • Tuition Reimbursement/Educational Assistance 
  • EAP, Flex Spending, Accident, Critical and Other Applicable Benefits 




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