Patient Experience Coordinator - Full Time First Shift

Valley Health System•Winchester, VA

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 patient concerns, conducts patient rounding, and supports performance improvement activities intended to positively 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. Through service recovery, data analysis, education, coaching, and performance improvement, the position supports organizational goals related to patient satisfaction, quality, and safety. The coordinator serves as a resource for patients, families, and staff by facilitating resolution of concerns, promoting accountability, and fostering continuous improvement and service excellence. A bachelor’s degree in business, nursing, health care administration, or a related field is required; applicants enrolled in a relevant bachelor’s program will also be considered. A master’s degree is preferred. At least five years of experience in the field and current AHA-approved BLS certification are required.

Requirements

Bachelor’s degree in business, nursing, health care administration, or a related field; applicants enrolled in a relevant bachelor’s program will be accepted.
Minimum of five years of experience in the field.
Current BLS Certification (Basic Life Support) from the American Heart Association or an AHA-approved provider; new hires must obtain the appropriate AHA certification before completing orientation.
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.
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 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 multiple service lines to identify, develop, implement, and evaluate patient experience process improvements.
Analyze and report patient satisfaction and dissatisfaction data from surveys, complaints, compliments, and other feedback sources 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 help resolve patient and family concerns in real time.
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.
Support patient experience goals through coaching, consultation, and collaboration with leaders and frontline staff.
Assist with developing and monitoring action plans to improve patient satisfaction and service excellence outcomes.