Experience Coordinator - Patient Experience - FT - 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 across Stormont Vail Health. Working with assigned support and medical departments and units, the coordinator manages proactive experience-improvement work as well as service recovery, complaints, and grievances. The coordinator collaborates with departments and divisions to respond to patient concerns received through channels such as letters, the website, comment cards, in-person conversations, and telephone calls. Serving as a liaison between patients, families, customers, and Stormont Vail Health, the coordinator explains and supports service-recovery and complaint-management processes and helps patients find solutions to problems, concerns, and unmet needs in both outpatient and inpatient settings. This work can involve emotionally charged and complex situations and requires empathetic, relationship-centered communication, investigation, resolution coordination, and professional case documentation in the complaint-management system. The role requires understanding relevant regulatory and legal requirements, proficiency with patient-related electronic medical record applications, and broad organizational awareness to identify trends. The position is full-time, first shift, and 40 hours per week. It is non-exempt, has hybrid remote-work capability, and requires travel to other Stormont Vail locations as necessary (approximately 10%). It has no supervisory or budget responsibility. The position is not patient-facing.
Requirements
- Bachelor's degree in a health-related field.
- Strong written communication and relationship-centered or 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 leading improvement efforts.
- Ability to meet remote-work requirements, including working in a quiet, distraction-free workspace that complies with security and privacy standards; stable electricity and internet with at least 25 Mbps upload and download speed; focused attention during working hours; adherence to agreed break and attendance schedules; and compliance with the Remote Worker Policy and annual Remote Work Agreement.
Nice To Haves
- Three years of experience in healthcare, customer service, or a related field.
Responsibilities
- Collaborate and consult 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 patient contacts and document them in the grievance system with the goal of exceeding patient expectations.
- Work with frontline staff to identify, plan, design, and implement experience improvements, including education, training, consultation, and improvement activities.
- Participate in regular experience rounding to identify issues requiring organizational attention.
- Support department directors in resolving concerns within designated timeframes.
- Apply knowledge of advance directives, the Patient Bill of Rights, applicable federal and state laws, and relevant Joint Commission or other regulatory standards.
- Refer matters to the appropriate department when a possible liability or HIPAA violation arises.
- Oversee all aspects of the patient voting process.
- Maintain notary certification.
- Comply with Stormont Vail Health policies, standards, mandatory training, and requirements; perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
