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

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;

Facilitates “My Story” initiative; inspects and/or assists with communication boards being updated daily;

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;

Ensures inpatient experiences, as measured by HCAHPS, always exceed expectations; and facilitates meeting 5 Star service goal;

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®;

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;

Completes reports on areas of concerns and escalates as necessary;

Coordinate with provider/nursing Care Partners to provide phone call updates to families as requested;

Track compliance with “thank you cards”;

Track and report on rounding initiatives as requested;

Assists patients as required within scope of practice;

Completes monthly and quarterly scorecards on HCAHPS and makes certificates as requested for recognition.

Meets weekly with CNO to review Game Plan Service Pillar Key Drivers, Outcomes, Performance Improvement Plans;

Collaborates with Patient Experience on addressing patient and family needs;

Performs similar or related duties as assigned.

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