JOB TITLE:        PATIENT SATISFACTION COORDINATOR & CASE MANAGEMENT

REPORTS TO:     CHIEF RISK & COMPLIANCE OFFICER

1. JOB SUMMARY / OVERVIEW

• It is essential in a health care facility to make sure the patients’ legitimate needs are met, and that the care and attention they receive is superlative. Providing the “wow” factor in the patient satisfaction arena (a) ensures patients receive the quality care and attention that garners patient loyalty and (b) produces the highest quality care outcomes.
• Responsible for providing comprehensive assessment, planning, implementation and overall evaluation of individual patient needs and assisting with community resources.

1. PRIMARY DUTIES

• Disseminate the information pamphlet and essential new patient information packet prior to initial appointment. Keep statistics regarding number of new patients.
• Handle initial customer service concerns/complaints and communicate these to the department supervisor. If follow-up regarding serious complaints are necessary, contact the CRCO immediately.
• Assist patients with community resources. (medications, homeless, domestic violence, food, utilities, medical care, applications, etc…)
• Develop and keep current a community resource list for patient handout.
• Mail thank you cards to all new patients following first appointment.
• Constantly observe the waiting room area to ensure comfort (temperature, seating situation, olfactory condition, conduct of other patients) and satisfaction while waiting.
• Serve as point-of-contact among community agencies for pamphlet distribution.
• Monitor schedule for uninsured children and work with parents to offer assistance in completing application.
• Assist all patients seeking assistance for the Marketplace Insurance.
• Run the transportation program through the RCAT bus free voucher program.
• Monitor Taxi vouchers.
• Promote PrairieStar’s vision and mission to patients, staff and the public.
• Work with non-compliant and dismissed patients to understand reasons and assist as needed.
• Assist with the 340B Drug Program for eligibility.
• Monitor and track all deceased patients. Audit and add to Excel program.
• Track and manage all patients assigned to case management for issues with non-compliance, community needs, support with forms/applications, frequent hospitalizations and ER visits, etc.
• Assist CRCO with monthly audits.
• Assist with Patient Satisfaction Surverys annually.
• Assist patients with positive PREPARE scores.
• Assist patients with Medicaid applications.
• Help uninsured patients who need temporary insurance for breast cancer, cervical cancer, children and pregnancy. Will go through presumptive eligibility training for this.
• Meets with all new nurses and providers to ensure they know what the Patient Satisfaction Coordinator does.
• Monitor and keep track of provider transfers.

• EDUCATION / QUALIFICATIONS
• High school diploma or GED.
• College degree preferred.

1. EXPERIENCE / KNOWLEDGE / SKILLS

• Five years’ experience in customer service, preferably in the medical field.
• Demonstrate initiative and function independently.
• Demonstrate attention to detail.
• Must possess basic computer skills.
• Ability to speak, read, write and comprehend instructions in English.
• Must possess good communication and math skills.
• Must have knowledge of general office procedures.
• Must have proficient knowledge of Microsoft Office and Windows applications.
• Must have analytical and problem-solving skills
• Must interact with patients, staff, hospital departments and others in a positive and professional manner. Must have the ability to work with disgruntled patients.
• Must have strong organizational and time management skills.