Patient Experience Coordinator

Franciscan Alliance, Inc.•Michigan City, IN

1d•Onsite

About The Position

The Patient Experience Coordinator advances a culture of patient-centered care, service excellence, and compassionate communication throughout the organization. The role coordinates patient experience initiatives, complaint and grievance processes, patient feedback management, service recovery, education, rounding programs, and performance improvement efforts. Working with the Patient Advocate, clinical and operational leaders, physicians, and frontline staff, the coordinator identifies improvement opportunities, addresses barriers to an extraordinary patient experience, and supports compliance with regulatory and organizational requirements. The position analyzes patient experience data and trends, facilitates improvement initiatives, supports leader accountability, and promotes practices that enhance patient, family, and caregiver experiences across the continuum of care. The coordinator supports performance improvement and strategic initiatives across hospital departments, including action planning, implementation of evidence-based practices, and progress monitoring. The role also develops and facilitates education and coaching on patient experience, service excellence, communication, service recovery, and patient-centered care; monitors survey results, comments, trends, and performance indicators; and prepares reports and presentations to help leaders translate data into improvement plans. In partnership with the Patient Advocate, the coordinator supports complaint, grievance, and service recovery processes, including complex concerns, interdisciplinary investigations, and Grievance Committee activities. The position participates in patient, family, and departmental rounding, supports Patient and Family Advisory Council activities and recognition efforts, and coordinates programs, committees, workgroups, projects, and related administrative activities under the direction of the Director. The position is based at Franciscan Health Michigan City Campus in Michigan City, Indiana. The stated schedule is Monday through Friday, with flexible hours anticipated around 8 a.m. to 5 p.m. Central Time; the schedule may need to flex for meetings. Travel is never or rare.

Requirements

Associate's degree required.
Two years of healthcare experience in quality, education, patient advocacy, nursing, service excellence, or operations required.

Nice To Haves

Bachelor's degree preferred.
Proficiency in Microsoft Office preferred.

Responsibilities

Coordinate and support patient experience improvement initiatives across hospital departments, including action planning, implementation of evidence-based practices, and progress monitoring.
Work with nursing, physicians, ancillary departments, and operational leaders to improve key drivers of the patient experience.
Develop, coordinate, and facilitate education on patient experience, service excellence, communication, service recovery, and patient-centered care.
Support new employee orientation, leader education, department-specific training, and reinforcement of expected service behaviors; provide coaching and resources to leaders and teams.
Monitor patient experience survey results, patient comments, trends, and performance indicators; prepare reports and presentations and help leaders develop actionable improvement plans.
Partner with the Patient Advocate on complaint, grievance, and service recovery processes; assist with complex or escalated concerns, interdisciplinary investigations, and Grievance Committee activities.
Participate in patient, family, and departmental rounding to gather feedback and identify service recovery and improvement opportunities.
Support Patient and Family Advisory Council activities, recognition efforts, and other ways of incorporating patient and family input into improvement.
Coordinate patient experience programs, workgroups, committees, special projects, and organizational initiatives under the direction of the Director.
Support meeting preparation and follow-up, communication, documentation, project tracking, and collaboration across departments.