Patient Experience Coordinator

Mount Sinai Medical Center•Miami Beach, FL

1d•Onsite

About The Position

The Patient Experience Coordinator acts as a primary liaison between patients, families, and hospital staff to optimize patient satisfaction. The role resolves complex grievances, tracks quality data, and drives cross-departmental patient experience and engagement initiatives. The coordinator supports patient concerns through follow-up and resolution, assists nursing leaders with identifying problems and root causes, and oversees training, committees, audits, and employee engagement activities.

Requirements

Associate degree in a related field or equivalent years of work experience.
Experience dealing with clients in service-intensive environments, such as restaurants or hospitals.
Ability to communicate effectively in English and Spanish, verbally and in writing, in a clear, concise, and empathetic manner.
Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.
Occasional weekend or evening hours are required.

Nice To Haves

Experience with Microsoft Access.

Responsibilities

Act as a liaison between patients and families and hospital staff regarding patient experience at Mount Sinai Medical Center.
Communicate and direct detailed patient concerns to the appropriate managers and directors.
Follow up with patients and staff to ensure timely and appropriate resolution of issues or complaints.
Assist patients with compliance with hospital policies and procedures related to patient satisfaction, service recovery, grievance resolution, and employee standards of performance.
Log patient complaints and grievances in RiskQual in accordance with CMS guidelines.
Track complaints registered by nursing leadership and those received by phone, email, and other channels, and create ongoing performance reports.
Promote an excellent patient experience and represent Mount Sinai positively to physicians, patients, visitors, and staff through a courteous and appropriate attitude.
Ensure nursing units identify and solve problems locally; assist nursing leadership in identifying root causes, developing improvement initiatives, and tracking action plans.
Manage Mount Sinai cross-departmental initiatives as project owner.
Oversee the ongoing Patient Experience and Conflict Resolution training program.
Prepare and manage the Patient Experience Quarterly Committee.
Plan and execute the Process Audits (Process Confirmation) calendar.
Ensure the Employee Engagement Program is executed properly in the units.