Patient Experience Coordinator - Full Time First Shift
About The Position
The Patient Experience Coordinator champions exceptional patient and family experiences across the continuum of care in support of Valley Health’s mission, vision, and values. The role coordinates patient experience initiatives, manages service recovery efforts, responds to concerns, conducts patient rounding, and supports performance improvement activities that influence patient perception and satisfaction. Working with operational, clinical, and support service teams, the coordinator identifies trends and improvement opportunities using patient feedback, satisfaction surveys, complaints, compliments, and rounding activities. The position uses service recovery, data analysis, education, coaching, and performance improvement to support organizational goals related to patient satisfaction, quality, and safety. The coordinator also serves as a resource for patients, families, and staff by facilitating concern resolution, promoting accountability, and fostering continuous improvement and service excellence.
Requirements
- Bachelor’s degree in business, nursing, health care administration, or a related field; applicants enrolled in a bachelor's program of study in nursing, healthcare administration, or a business-related field will also be accepted.
- At least five years of experience in the field.
- BLS Certification (Basic Life Support), American Heart Association Healthcare Provider (HCP) or AHA-approved certification, required before completion of orientation for new hires.
- Excellent listening, interpersonal, and empathy skills.
- Strong verbal and written communication skills.
- Professional telephone etiquette and customer service skills.
- Proficiency with Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Teams.
- Ability to demonstrate professionalism, integrity, and commitment to organizational values and service excellence.
- Knowledge of patient experience measurement methodologies and patient satisfaction metrics.
- Ability to navigate complex healthcare systems and connect patients with appropriate internal and external resources.
- Strong critical thinking, problem-solving, and conflict resolution skills.
- Ability to coach, mentor, and influence staff while building collaborative relationships across disciplines.
- Ability to organize, facilitate, and lead meetings and educational sessions.
- Strong analytical skills and ability to identify trends and translate data into meaningful improvement opportunities.
Nice To Haves
- Master's degree.
- Healthcare and/or clinical experience.
- Experience in patient experience, customer service, service recovery, quality improvement, or healthcare operations.
Responsibilities
- Model service excellence principles in interactions with patients, families, staff, providers, volunteers, and community partners.
- Support the development, enhancement, and sustainability of a culture of service excellence for external and internal customers.
- Collaborate with departmental leaders, nursing teams, ancillary departments, and support services across service lines to identify, develop, implement, and evaluate process improvement initiatives that enhance the patient experience.
- Analyze and report patient satisfaction and dissatisfaction data from surveys, complaints, compliments, and other feedback to identify trends and support improvement strategies.
- Promote and communicate service excellence initiatives to multidisciplinary teams, volunteers, and support service departments through various communication channels.
- Conduct routine patient rounding and work with unit staff and leadership to identify and assist with real-time resolution of patient and family concerns.
- Participate in new employee orientation, annual competencies, and ongoing education on customer service standards, empathy skills, and preoccupation with failure principles.
- Coordinate implementation, education, utilization, and tracking of the organization's Service Recovery Program, empowering staff to take ownership and accountability for the patient and family experience.
- Support patient experience goals through coaching, consultation, and collaboration with leaders and frontline staff.
- Assist with development and monitoring of action plans to improve patient satisfaction and service excellence outcomes.
Benefits
- Zero-deductible health plan.
- Dental and vision insurance.
- Generous paid time off.
- Tuition assistance.
- Retirement savings match.
- Employee Assistance Program supporting emotional wellbeing.
- Membership in Healthy U, an incentive-based wellness program.
- Health savings account and flexible spending account for childcare.
- Life insurance.
- Short-term and long-term disability.
- Professional development.
- Discounts to on-campus dining.
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What This Job Offers
Job Type
Full-time
