Experience Coordinator - Patient Experience - FT - Day

Stormont Vail Health•Topeka, KS

2d•Hybrid

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. In collaboration with assigned support and medical departments and units, the coordinator manages proactive patient experience work, service recovery, complaints, and grievances. The coordinator works with physicians, operational leaders, and frontline staff to respond to patient concerns received through channels such as letters, the website, comment cards, in-person contact, and telephone. Serving as a liaison between patients, families, and Stormont Vail Health, the coordinator provides information and support on service recovery and complaint-management processes and offers patients a channel to seek solutions in outpatient and inpatient settings. The work can involve emotionally charged and complex concerns and requires empathic, relationship-centered communication, investigative research, resolution coordination, professional correspondence, and case documentation in the complaint-management system. It also requires understanding relevant regulatory and legal requirements, proficiency with patient-related electronic medical record applications, and broad organizational awareness to identify trends. The position primarily collaborates and consults with Stormont Vail departments to enhance the patient experience. It works with frontline staff on experience improvements and supports department directors in resolving concerns within designated timeframes. The coordinator also participates in experience rounding, oversees the patient voting process, and maintains notary certification. The position is non-exempt, full-time, and works a first (day) shift for 40 hours per week. It is hybrid, with travel to other Stormont Vail locations as necessary (10%). The position is not patient-facing and has no supervisory or budget responsibility. Remote work requires a quiet, distraction-free workspace, reliable electricity and internet with at least 25 Mbps upload speed, attention to duties during working hours, adherence to agreed break and attendance schedules, and compliance with Stormont Vail’s Remote Worker Policy and annual Remote Work Agreement.

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.

Nice To Haves

Bachelor’s degree in a health-related field (preferred).

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 that system.
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 issues requiring organizational attention.
Support and 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 Joint Commission or other regulatory standards.
Refer concerns to the appropriate department when potential liability or a HIPAA violation arises.
Oversee all aspects of the patient voting process.
Maintain notary certification.
Perform other duties as assigned and comply with Stormont Vail Health policies, standards, mandatory training, and requirements.