Experience Coordinator - Patient Experience - PT - Day
About The Position
The Experience Coordinator is accountable to and receives guidance from the Experience Director. The role maintains collaborative relationships with physicians, administrators, staff, patients, and families throughout Stormont Vail Health, and works with assigned support and medical departments to manage proactive service recovery, complaints, and grievances. The coordinator collaborates with departments and divisions to respond to patient concerns received through letters, the website, comment cards, in-person interactions, or telephone. Serving as a liaison between patients and families and Stormont Vail Health, the coordinator provides information and support related to service recovery and complaint management, offering a channel for patients to seek solutions in outpatient and inpatient settings. The position involves responding to emotionally charged and complex concerns through empathic, relationship-centered communication, including face-to-face meetings, calls, and written correspondence. Duties include investigating complaints, communicating professionally with physician and administrative leadership, coordinating resolutions, and documenting cases in the complaint management system. The work requires understanding applicable regulatory and legal requirements, proficiency with patient-related electronic medical record applications, and broad organizational awareness to identify trends. This part-time, first-shift position works 20 hours per week and has hybrid remote-work capability. Travel to other Stormont Vail locations may be required as necessary, estimated at 10%. The position has no supervisory or budget responsibility and is not patient-facing.
Requirements
- Bachelor's degree in a health-related field.
- Strong written communication and relationship-centered interpersonal skills, including listening, speaking, rapport building, empathy, conflict resolution and negotiation, complaint management, facilitation, problem solving, and crisis intervention.
- Ability to develop an in-depth knowledge of Stormont Vail Health and its operations.
- Leadership and collaboration ability to guide Stormont Vail Health staff in improvement efforts.
Nice To Haves
- Three years of experience in healthcare, customer service, or a related field.
Responsibilities
- Collaborate and consult directly with Stormont Vail departments to enhance the patient experience.
- Receive, track, and route patient communications from access points such as the website and MyChart into the grievance system.
- Follow up on and document patient contacts in the grievance system with the aim of exceeding patient expectations.
- Work with frontline staff to identify, plan, design, and implement patient-experience improvements, including education, training, consultation, and improvement activities.
- Participate in regular experience rounding to identify organizational issues that need attention.
- Assist department directors in resolving concerns within designated timeframes.
- Apply knowledge of advance directives, the Patient Bill of Rights, relevant federal and state laws, and applicable Joint Commission or other regulatory standards.
- Refer matters to the appropriate department when a possible liability or HIPAA violation is raised.
- Oversee all aspects of the patient voting process.
- Maintain notary certification.
- Perform other duties as assigned and comply with Stormont Vail Health policies, standards, and mandatory training requirements.
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What This Job Offers
Job Type
Part-time
Career Level
Mid Level
