Experience Coordinator - Patient Experience - PT - Day

Stormont Vail Health•Topeka, KS

9d•Hybrid

About The Position

The Experience Coordinator collaborates with physicians, administrators, staff, patients, and families throughout Stormont Vail Health to support patient experience and manage service recovery, complaints, and grievances. Reporting to and receiving guidance from the Experience Director, the coordinator works with assigned support and medical departments to respond to patient concerns submitted through channels such as letters, the website, comment cards, in-person conversations, and telephone calls. The position serves as a liaison between patients and families and Stormont Vail Health, providing a channel for patients to seek solutions to problems, concerns, and unmet needs in outpatient and inpatient settings. The role involves empathetic, relationship-centered communication with patients and families, investigation of complex concerns, coordination of resolutions, and professional documentation in the complaint management system. It requires understanding applicable regulatory and legal requirements, proficiency with patient-related electronic medical record applications, and broad organizational awareness to identify trends. The coordinator also consults with departments and frontline staff on proactive experience-improvement efforts, education, training, and continuous improvement. This is a part-time, hybrid position working 20 hours per week on the first/day shift. The position is not patient-facing and has no supervisory or budget responsibility. Travel to other Stormont Vail locations is required as necessary, approximately 10% of the time.

Requirements

At least 3 years of experience in healthcare, customer service, or a related area.
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.
Maintain notary certification.
For remote work, maintain a quiet, distraction-free workspace that meets security and privacy standards, stable electricity, and internet with at least 25 Mbps upload and download speed; dedicate attention to work communications, follow agreed break and attendance schedules, and comply with the Remote Worker Policy and annual Remote Work Agreement.

Nice To Haves

Bachelor's degree in a health-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 and document patient contacts.
Investigate patient complaints, coordinate resolutions, and document cases in the complaint management system.
Work with frontline staff to identify, plan, design, and implement experience-improvement initiatives, including education, training, consultation, and continuous improvement.
Participate in regular experience rounding to identify issues requiring organizational attention.
Support department directors in resolving concerns within designated timeframes.
Maintain 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 potential liability or a 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.