Patient Experience and Service Excellence Coordinator
11-Jul-2024
Patient Experience and Service Excellence Coordinator
Harvard School of Dental Medicine
66243BR
Job Summary
The Clinical Affairs, Patient Experience and Service Excellence Coordinator is responsible for successfully coordinating patient experience activities, including timely review, response, tracking, and resolution of patient complaints and grievances in the Harvard Dental Center. The Coordinator will collaborate with internal stakeholders to ensure organizational strategies are aligned. The overall goal for the Patient Experience and Service Excellence Coordinator is to create a complete and positive service experience. This role is part of a team of Coordinators within HDC Clinical Affairs. This role interacts extensively with students, faculty, patients, and other HDC / HSDM personnel while working closely with HDC leadership and is on-site.
Position Description
Promotes and demonstrates excellent customer service to internal/external customers.
- Works collaboratively across the Harvard Dental Center to identify, develop and implement key patient experience and patient relations initiatives and programs while supporting operations, including developing a patient experience strategy.
- Functions as initial point of contact for patient relations / patient experience via telephone and email, as well as in person. Determines the complaint or grievance status of patient feedback; coordinates timely review, response, tracking and resolution of patient concerns. Partners with HDC leadership, CRICO, Administration and Finance for resolutions.
- Analyzes data, tracks, and composes reports on trends related to patient relations with recommended remediation plans.
- In partnership with HDC Leadership, develops policies, procedures and infrastructure to support best practices in patient experience throughout HDC.
- Partnering with the Director of Patient Services and Clinical Affairs, coordinates, plans, and executes HDC-wide service excellence and patient relation programs.
- Applies a customer centered approach to the delivery and exchange of information that leads to mutual understanding.
- As part of the Clinical Affairs Coordinator team, supports health information management work including review and duplication of patient records per HDC guidelines.
- As part of the Clinical Affairs Coordinator team, supports the clinical affairs email address. Answers and responds to clinical affairs email requests in a timely manner, escalates to HDC leadership as needed.
- Serves as a backup for other members of the Clinical Affairs Coordinator team.
- On an ad hoc basis, answers, screens, and processes incoming calls.
- On an ad hoc basis, utilizing centralized scheduling system, greet, check-in, check-out, and process payments at HDC clinical front desk.
- Participates in training and education initiatives. Attends team meetings and contribute in a positive manner, consistently focusing on constructive processes and quality improvement.
- Contributes to a culture of inclusivity and respect.
- Performs other related duties as assigned or requested.
Basic Qualifications
- High School diploma or GED required.
- Minimum 3 years related work experience required in a customer service role.
- MS office suite proficiency required.
Additional Qualifications and Skills
- Associate’s degree preferred.
- Dental practice experience.
- Electronic health record, axiUm, experience preferred.
- Medical Education / higher education experience preferred.
- Have demonstrated skills including active listening, problem solving, and the ability to remain calm in emotional or stressful situations.
- Excellent interpersonal skills and the ability to work both independently and as a part of the team.
- Ability to perform the essential functions of the position with or without reasonable accommodation.
- Ability to successfully pass a comprehensive background check at hire.
Physical Requirements
- Work is performed on-site in a clinical setting.
- May require sitting, standing, and walking for extended periods of time.
Working Conditions
- The primary work location for this position is Boston, MA. Per the University payroll policy all work (including remote) must be performed in a state in which Harvard is registered to do business. In order to be on Harvard payroll, you must reside in a University payroll registered state.
Additional Information
Compensation Range (hourly rate): Salary is based on related experience, expertise, and internal equity. Generally new hires can expect compensation between the minimum and midpoint of the range.
- Minimum $36.07
- Midpoint $46.74
- Maximum $57.40
Clinical providers in the Harvard Dental Center must show that they have the proper credentials and immunizations.
Harvard School of Dental Medicine cannot offer visa support or work permission for this opportunity.
Work Format Details
This position is based primarily on-campus, in Massachusetts. This may include in-person during emergency situations (if applicable). Additional details will be discussed during the interview process. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.
About Us
Located in the heart of Boston’s Longwood Medical Area, Harvard School of Dental Medicine (HSDM) ranks as one of the preeminent schools of dental medicine in the country. HSDM educates clinicians, educators, researchers, and leaders in the profession; boasts core strength in musculoskeletal-disease research; and, offers students public health opportunities in local communities and across the globe.
Benefits
We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:
- Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
- Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
- Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
- Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
- Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
- Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
- Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
- Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
- Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
Job Function
General Administration
Department Office Location
USA - MA - Boston
Job Code
403040 Coordinator II
Work Format
On-Site
Sub-Unit
------------
Salary Grade
055
Department
Harvard Dental Center Clinical Operations
Union
55 - Hvd Union Cler & Tech Workers
Time Status
Full-time
Pre-Employment Screening
Criminal, Education, Identity
Schedule
40 hours per week / Harvard Dental Center (Boston and Cambridge)
Commitment to Equity, Diversity, Inclusion, and Belonging
Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.
EEO Statement
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
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