Family & Program Support Coordinator, Neonatal Intensive Care

WakeMed Health & Hospitals • Raleigh, NC

1d • Onsite

About The Position

At WakeMed, our mission is to improve the health and well-being of our community—and we do it by delivering outstanding, compassionate care. We are hiring a Patient and Family Experience Coordinator to help support a positive experience for patients and their families throughout their care journey. In this role, you will serve as a resource and advocate for patients and families, assist with resolving concerns, support patient experience improvement efforts, and coordinate volunteer activities to ensure a welcoming and service-focused environment.

Requirements

• Experienced in patient relations, customer service, healthcare support, volunteer coordination, or a related field.
• Skilled at communicating with people from diverse backgrounds with empathy, professionalism, and respect.
• Comfortable handling concerns, problem-solving, and working collaboratively to find solutions.
• Knowledgeable about diversity, equity, inclusion, and culturally responsive practices.
• Organized and able to manage multiple priorities while maintaining a positive service-focused approach.
• 3 Years Customer Service Required
• Bachelor's Degree Required

Nice To Haves

• 3 Years Healthcare Preferred
• 1 Year Project Management Preferred
• 1 Year Leadership Preferred

Responsibilities

• Educate patients and parents/guardians about their rights and available resources.
• Respond to patient and family concerns, help resolve issues, and escalate unresolved matters when needed.
• Review patient experience data, identify trends, and participate in process improvement initiatives.
• Build and maintain positive relationships with patients, families, community partners, and healthcare team members.
• Coordinate volunteer activities, including orientation, scheduling, task assignments, and day-to-day support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level