Patient and Family Experience Coordinator

EvergreenHealth•Kirkland, WA

13h•Onsite

About The Position

Responsible for fostering partnerships between patients, families, and healthcare providers. The Patient and Family Experience Coordinator is responsible for organizing, facilitating, and advancing the work of the Patient and Family Advisory Council (PFAC). Ensures that the council’s input is integrated into organizational decision-making to enhance care quality, safety, and the patient experience. Coordinates the PFAC at both the Kirkland and Monroe campuses and works closely with the public, patients, families, and multidisciplinary healthcare teams. Assists the Patient Experience department with administrative duties, including meeting planning, preparing materials, and participating in Patient Experience Council meetings for both hospital locations. Participates in organizational meetings and presentations related to Patient Experience data and opportunities. Serves as a backup presenter for patient experience topics, participates in patient rounding, and observes staff, providers, and the environment of care to assess service behaviors and identify improvement opportunities.

Requirements

Bachelor’s degree in a related field or equivalent combination of education and experience
2 years of experience in service excellence, customer service, or patient experience
1 year of experience in meeting preparation, coordination, and facilitation
Demonstrated experience and high degree of skill using Microsoft Office
Experience in patient engagement, community outreach, or event coordination.
Experience with public speaking and developing presentations
Current Washington State Driver’s license and proof of insurability
Excellent interpersonal communication skills, and service excellence skills
Critical thinker, self-directed, and adaptable to complex environments
Strong attention to detail

Nice To Haves

Master’s degree in a related field or equivalent combination of education and experience
5 years of experience in patient experience work and/or service excellence, customer service
3 years of experience in meeting preparation, coordination and facilitation
Experience in observation and coaching
Experience working specifically with Press Ganey data/systems/surveys
Experience in Healthcare, including navigating large complex healthcare systems

Responsibilities

Coordinates the Patient and Family Advisory Council at both the Kirkland and Monroe campuses.
Organizes PFAC meetings, including scheduling, agenda development, and logistics.
Prepares meeting materials.
Ensures council members have the necessary information to participate effectively.
Recruits, onboards, and supports PFAC members, fostering a welcoming and inclusive environment.
Maintains ongoing communication with and addresses any concerns or needs of council members.
Leads PFAC meetings and encourages active participation.
Facilitates productive discussions to ensure diverse perspectives are heard and respected.
Serves as a liaison between the PFACs and healthcare leadership, including clinical teams and other departments, at both hospital campuses.
Communicates council feedback and recommendations to relevant stakeholders.
Supports PFAC-driven initiatives by tracking progress and reporting outcomes.
Assists with implementing council recommendations and monitors their impact.
Maintains records of council activities, member participation, and meeting outcomes.
Prepares reports and presentations as needed.
Evaluates PFAC processes, solicits feedback, and implements improvements to maximize council effectiveness.
Assists with administrative duties related to the functioning of the Patient Experience department, including meeting scheduling, coordination, and preparation.
Administers and coordinates the digital rounding platform. Creates new scripts, maintains user list, and compiles and reports data.
Serves as a back-up presenter for patient experience topics, including at New Employee Orientation.
Assists with administrative duties related to both Kirkland and Monroe’s internal Patient Experience Councils.
Performs other duties as assigned.