Patient Experience Coordinator - Internal Closing: 11/10/26

Ponca Tribe of Nebraska•Norfolk, NE

2d•$22 - $34•Onsite

About The Position

The Patient Experience Coordinator supports Operations at Ponca Health Services by gathering patient and family feedback, coordinating responses to concerns, and helping improve access, communication, and service. The position works across clinic locations and collaborates with patient access and benefits staff, clinical departments, Quality and Compliance, Tribal Communications, and community partners. Responsibilities cover medical, dental, behavioral health, and other services offered at each location, as assigned. The coordinator receives and tracks patient feedback, coordinates referrals and follow-up, and communicates approved outcomes while protecting confidential information. The role also administers feedback activities, analyzes trends, prepares reports and dashboards, supports service-improvement projects, and helps patients connect with appropriate clinical, benefits, billing, Purchased/Referred Care, or community resources. Additional work includes community listening sessions, outreach and reporting activities, staff training, and patient portal and digital engagement efforts. The position reports to the Chief Operating Officer and involves an office-based work environment with occasional travel among clinic locations and to community meetings.

Requirements

Bachelor’s degree in human services, community or population health, healthcare administration, or a related field, or an equivalent combination of education and relevant experience.
Two years of relevant experience in patient advocacy, patient relations, navigation, community health, or a related service role, including responding to concerns and coordinating follow-up.
Experience collecting, organizing, and reporting qualitative and quantitative feedback or service data and working with community or organizational partners.
Proficiency in Microsoft Word, Excel, and PowerPoint, and ability to learn approved health record, feedback, and reporting systems.
Excellent written and verbal communication, organizational, and problem-solving skills.
Ability to manage sensitive conversations, maintain confidentiality, and work across departments.
Valid driver’s license and ability to meet the Tribe’s insurability requirements.
Ability and willingness to travel as assigned.
Successful completion of required drug and alcohol testing, motor vehicle, education, character, and criminal background checks in accordance with Tribal policy.

Nice To Haves

Experience in outpatient healthcare, patient experience, complaint resolution, or service recovery.
Training or certification in patient engagement, motivational interviewing, public health, or healthcare support services.
Experience in quality improvement or project evaluation teams and adapting services to patient and community needs.
Experience in project management, survey design, reporting, dashboards, or LEAN/Six Sigma methods, or willingness to obtain relevant training.
Experience coordinating patient-facing communications or managing online feedback through approved organizational channels.
One year of experience working with Native Americans or Native American organizations.
Knowledge of Tribal health services and understanding of Public Law 93-638, the Indian Self-Determination and Education Assistance Act.
Preference will be given to Ponca Tribe of Nebraska members or members of a federally recognized tribe; all qualified individuals are eligible.

Responsibilities

Receive, document, and acknowledge patient and family questions, concerns, complaints, compliments, and suggestions through approved channels, and explain the follow-up process.
Coordinate review and follow-up with responsible departments; track actions and timelines; communicate approved outcomes; and escalate unresolved concerns to the Chief Operating Officer under established procedures.
Refer concerns involving clinical care, patient safety, privacy, discrimination, or other compliance matters to the appropriate clinical leader or Quality and Compliance staff.
Maintain secure and accurate records of patient feedback, referrals, follow-up, and outcomes using approved systems; protect confidential information and restrict access to authorized staff.
Plan and administer patient surveys, interviews, and other qualitative and quantitative feedback activities under the Chief Operating Officer’s direction and in coordination with the Quality and Compliance Administrator.
Analyze patient feedback and service trends across clinic locations and departments, and prepare reports and dashboards identifying recurring concerns, access barriers, and improvement opportunities.
Work with the Patient Access and Benefits Supervisor and clinic teams to improve scheduling, registration, telephone communication, check-in, patient instructions, and departmental handoffs.
Help patients and families connect with clinical, benefits, billing, Purchased/Referred Care, or community resource staff, and follow up on identified service barriers.
Support patient experience improvement projects with department leaders and Quality and Compliance, including workflow review, action plans, and evaluation of results.
Coordinate assigned community listening sessions and needs assessments; summarize findings and present recommendations to Operations leadership and relevant teams.
Build and maintain relationships with Tribal programs, community organizations, and partner agencies to support patient access and service improvement.
Coordinate with Tribal Communications and designated staff on patient-facing materials and online feedback, using approved responses and channels while protecting patient confidentiality.
Support assigned outreach, marketing, grant evaluation, and reporting activities related to patient experience and community needs under the Chief Operating Officer’s direction.
Assist with staff onboarding and training related to patient communication, service expectations, feedback procedures, and service recovery; participate in required training, meetings, and improvement activities.
Provide culturally respectful service, communicate calmly during difficult interactions, seek assistance when needed, and perform other related duties as assigned.
Drive patient portal enrollment campaigns, portal adoption, and future digital patient engagement tools.
Perform other duties as assigned.