Patient Experience Coordinator - University Hospital

Scope of Department:

The Patient Experience Department is responsible for supporting a patient and family-centered culture and leading initiatives designed to evaluate and improve the patient experience. Departmental functions include patient experience measurement and strategy, patient relations, patient and family advisory programs, interpreter services, pastoral care, and information desk services. The Patient Experience Department is responsible for meeting accreditation and regulatory standards related to patient rights, organizational ethics and resolution of patient concerns.

Scope of Position:

The Patient Experience Coordinator provides personalized guidance and support that promotes a positive patient/family experience throughout their care continuum. The Patient Experience Coordinator anticipates and identifies needs by soliciting input and addressing any issues or concerns. The Patient Experience Coordinator is responsible for providing mediation in order to promote resolution to concerns or grievances as well as oversees and manages the proper follow up and service data entry and analyses throughout the health system so that optimal quality and communication can be achieved. The Patient Experience Coordinator works to build relationships with patients, families and staff to create an environment where optimum patient experience and positive patient satisfaction flourishes.

Position Summary:

Patient Experience Coordinators proactively rounds on newly admitted patients to ensure clinical and service-related needs are being met. This position is responsible for providing patient experience training, coaching, mediation/issue resolution and providing support for hospital initiatives. This position provides coaching to physicians, residents, students and staff on appropriate behaviors, conflict resolution tactics, responses and skills to promote positive perceptions; assists with providing patient and visitor information; and works to improve processes to elevate the service levels provided. The Patient Experience Coordinator responds to patient, family and visitor concerns and grievances employing excellent verbal and written communication skills, intervention, interpersonal, diplomacy, and conflict management skills and strategies, and service recovery approaches to work to facilitate and resolve perceived issues with a wide variety of customers using excellent judgement.

Excellent verbal and written communication skills, interpersonal, conflict resolution, problem solving and program planning skills; ability to work effectively with all levels of the organization is required.

Minimum Requirements:

• Must be able to work the hours of Monday - Friday, 8:30 am to 5 pm.

• Bachelor's Degree with emphasis in Human Relations, social work, communications or related field or equivalent combination of education and experience required.

• Excellent verbal and written communication skills; strong customer service, interpersonal, conflict resolution, program solving and program planning skills.

• Ability to work effectively with all levels of the organization, patients, and visitors.

• Ability to work independently on assigned projects.

• Ability to analyze and interpret data, and integrate raw data into actionable process improvements required.

• Strong customer service skills required.

Our Comprehensive Employee Benefits Include:

• An array of retirement plan options, each with a generous employer contribution.

• Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.

• Paid vacation and sick leave, including short and long-term disability and paid parental leave.

• Get the most out of the Public Service Loan Forgiveness program.

• And much more!