PATIENT EXPERIENCE COORDINATOR

Uhs•Torrance, CA

About The Position

The Patient Experience Coordinator (PEC) is a key member of Outpatient Services and is responsible for ensuring a smooth, patient-centered transition from inpatient to outpatient care- or direct admission into Branches Partial Hospitalization (PHP) and Intensive Outpatient (IOP) programs. The PEC is responsible for enhancing the patient journey by fostering open communication with patients, family members, hospital employees and referring partners. They are also responsible for identifying service recovery concerns to improve patient satisfaction and engagement, utilizing patient satisfaction surveys, in-house reporting and online review platforms (Google Reviews). The PEC actively participates in the morning Flash Meeting to ensure timely and effective care coordination; providing direct patient education and support related to their outpatient treatment goals; and working closely with the Director of Outpatient Services on assigned projects, employee engagement and marketing initiatives. This role combines clinical expertise with operational coordination to enhance patient engagement, satisfaction, and retention. The PEC partners closely with physicians, case management, outpatient leadership, and community partners to remove barriers, promote continuity of care, and support Del Amo's trauma-informed, service excellence culture.

Requirements

Applicants must have experience working directly with an inpatient psychiatric patient population and the chronically mentally ill.
Excellent communication skills are required, which include actively listening, public speaking, conflict resolution and report writing.
Minimum 3-5 years in behavioral health, clinical coordination, or patient engagement.
Clinically confident and articulate, able to speak to providers and patients with authority and empathy.
Strong organizational, analytical, and interpersonal skills.
Proactive, composed, and solutions-oriented in fast-paced environments.
Skilled in Excel, data tracking, and communication systems (e.g., TigerConnect, Survey tools, EMR platforms).

Nice To Haves

Bachelor's degree from an accredited college or university in mental health/behavioral science field preferred.
Master's degree in Counseling, Social Work, Psychology, or related behavioral health field preferred.
Current or eligible for licensure (e.g., LMFT, LCSW, LPCC, LPC, etc.) preferred.

Responsibilities

Ensuring a smooth, patient-centered transition from inpatient to outpatient care
Enhancing the patient journey by fostering open communication with patients, family members, hospital employees and referring partners
Identifying service recovery concerns to improve patient satisfaction and engagement, utilizing patient satisfaction surveys, in-house reporting and online review platforms (Google Reviews)
Actively participates in the morning Flash Meeting to ensure timely and effective care coordination
Providing direct patient education and support related to their outpatient treatment goals
Working closely with the Director of Outpatient Services on assigned projects, employee engagement and marketing initiatives
Partners closely with physicians, case management, outpatient leadership, and community partners to remove barriers, promote continuity of care, and support Del Amo's trauma-informed, service excellence culture.