Patient Experience Coordinator

CU Medicine in Aurora, CO

  • Type: Full Time
position filled
CU Medicine is dedicated to providing business operations and administrative support to the University of Colorado School of Medicine’s nearly 3,000 providers and is affiliated with the leading medical institutions in the West. Located adjacent to the Anschutz Medical Campus, one of the largest and most advanced academic medical campuses in the country, CU Medicine offers a variety of administrative, technical and healthcare support career opportunities and serves as a resource for patients and physicians.

We are seeking a motivated Patient Experience Coordinator to join our Community Practice team.

The Patient Experience Coordinator serves as a liaison between patients, families, providers and clinical staff and is responsible for promoting safe, efficient, and quality care delivery. The individual in this position will serve as the point of contact for complaints, grievances, and concerns related to CU Medicine clinics. Additionally, the Patient Experience Coordinator will provide relevant support, education, and training across the organization related to the patient experience.

Responsibilities include but are not limited to:
Manage contact with patients, providers, and staff regarding patient rights, complaints/grievances, and service recovery.
Communicate, mediate, investigate, and document resolution of patient and visitor complaints/grievances related to CU Medicine in a compassionate, timely and satisfactory manner consistent with CMS standards/guidelines.
Maintain a record of quality of care complaints/grievances received from patients and visitors, including documentation of appropriate and timely response and resolution by CU Medicine.
Support CU Medicine Community Practice clinics in completion of appropriate and timely response and resolution of patient quality of care complaints and grievances.
Update the Radical Logic (RL) Patient Safety database as appropriate in relation to patient complaints and grievances.
Analyze complaint data and report findings to appropriate CU Medicine committees and leadership.
Participate in process improvement efforts aimed at improving the patient and family experience and overall patient safety.
Provide training and education to CU Medicine Community Practice clinics related to complaints and grievances, patient rights, patient advocacy, and the overall patient experience.
Support Risk Management and Patient Safety needs related to ADA, RL Occurrence database reporting, and participation in relevant committees as assigned.
Collaborate with CU Medicine affiliates in resolution of complaints and grievances.
Perform other duties and assist with special projects as assigned.

Requires a high school diploma at minimum and 5 years’ of general experience working in a healthcare setting. The ideal candidate will also have 3+ years’ experience managing quality of care complaints and grievances consistent with CMS standards. Must demonstrate a strong understanding of the ambulatory care delivery workflow. High level proficiency with MS Office and general computer applications is required. Exceptional verbal and written communication skills are critical to success. Must demonstrate the ability to manage multiple tasks/projects to completion in a timely manner. Conflict resolution and problem solving skills are key.

TO APPLY FOR THIS POSITION, please visit our website at Reference job #398. All applications MUST be submitted via our website.

CU Medicine is dedicated to ensuring a safe and secure environment for our staff and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees prior to their employment. We are an equal opportunity employer.

CU Medicine supports a Tobacco Free Workplace Environment which prohibits smoking and the use of tobacco products on CU Medicine property, Anschutz Medical Campus and adjacent business locations.

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