Patient Experience Coordinator - CUC

CommUnityCare Health Centers • Austin, TX

1d

About The Position

The Patient Experience Coordinator plays a key role in ensuring a positive experience for all patients across the organization. Working as part of the Patient Experience team, this role is responsible for the intake, investigation, documentation, and resolution of patient feedback, complaints, grievances, and compliments. The coordinator partners closely with clinical, operational, and administrative leaders to identify solutions and ensure patient concerns are addressed promptly and in accordance with regulatory standards.
In addition to service recovery responsibilities, this role supports organizational improvement efforts by conducting in-clinic rounding, analyzing patient experience survey results, identifying trends, and contributing to patient-centered initiatives. The coordinator exercises sound judgment, empathy, and discretion while working both independently and collaboratively to advance the organization’s patient experience goals.

Requirements

• Excellent verbal and written communication skills.
• Strong ability to communicate with empathy, clarity, and professionalism in difficult situations.
• Ability to maintain strict confidentiality of patient information and handle sensitive matters with discretion and professionalism.
• Ability to work independently and collaboratively across teams.
• Ability to exercise independent judgment and make decisions within established guidelines.
• Skilled in de-escalation, conflict resolution, and emotional regulation during sensitive interactions.
• Strong attention to detail, accuracy, and documentation standards.
• Proficiency in Microsoft Office Suite and comfort learning new software tools.
• Ability to identify issues, analyze root causes, and propose solutions.
• High School Diploma or equivalent (higher degree accepted)
• 2 years Experience working in customer service, health care, and/or service recovery
• Bilingual in Spanish Required

Responsibilities

• Perform intake, investigation, and resolution of patient complaints, grievances, and compliments in compliance with organizational policies and regulatory requirements. Independently resolving low‑complexity or low‑risk concerns and applying sound judgment to escalate cases that are complex, high‑risk, or have regulatory implications to the Director for joint review.
• Maintain accurate, timely documentation of investigations and actions taken, ensuring all regulatory timelines are met.
• Partner with compliance, nursing, operations and clinical leadership to develop solutions to patient concerns.
• Communicate resolutions clearly to patients and families with empathy, professionalism, and respect.Identify patterns or recurring issues and elevate trends to leadership.
• Conduct in‑clinic rounding with care teams and patients to gather real-time feedback, identify opportunities, and reinforce service excellence.
• Document rounding findings and collaborate with the Director and clinic leadership on targeted improvement efforts.
• Review and analyze patient experience survey data to identify trends, areas of strength, and opportunities for improvement.
• Assist in developing and monitoring action plans tied to patient experience metrics.
• Support the development and coordination of patient engagement initiatives, including the Patient Advisory Council.
• Supports integrating patient and family feedback, ideas, and involvement into organizational initiatives.
• Any other duties as needed to drive the vision, fulfill the mission, and abide by the values of this organization.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED