Patient Experience Coordinator

The Patient Experience Coordinator is a key position in ensuring a positive experience for our patients. In partnership with the Director of Patient Experience, this individual will address and resolve patient feedback, complaints, grievances and compliments. The Patient Experience Coordinator will also support other patient experience initiatives such as the development of the Patient Advisory Council and assist in the analysis of patient experience surveys.

Essential Functions

• Partner with the Director of Patient Experience in the intake, investigation, and resolution of patient feedback, complaints, grievances, and compliments.
• Collaborate with clinical and operational leaders to find solutions to patient concerns.
• Maintain documentation of the investigation and resolution of patient complaints and grievances in accordance with regulatory requirements and organization policies.
• Review and analyze patient experience survey data to identify trends, insights, and areas for improvement.
• Supports integrating patient and family feedback, ideas, and involvement into organizational initiatives
• Any other duties as needed to drive the vision, fulfill the mission, and abide by the values of this organization.

Knowledge, Skills and Abilities

• Excellent verbal and written communication skills.
• Ability to process and handle confidential information with discretion.
• Strong attention to detail and accuracy.
• Ability to work independently and/or in a collaborative environment.
• Ability to communicate with empathy and sensitivity, addressing patient concerns with professionalism and understanding.
• Ability to de-escalate difficult situations
• Ability to be flexible and positive in a continuously changing environment
• Excellent computer skills, including Word, Excel, or other Microsoft products

Minimum Education

• High School Diploma or equivalent

Minimum Experience

• 2 years Experience working in customer service, health care, and/or service recovery
• Bilingual in Spanish Required