Patient Experience Coordinator

Larkin Community Hospital•South Miami, FL

1d•Onsite

About The Position

Larkin Community Hospital Palm Springs Campus is seeking a compassionate, detail-oriented, and proactive Patient Experience Coordinator to join our team. This vital role supports hospital-wide efforts to ensure an exceptional patient and family experience. The Coordinator acts as a liaison between patients, families, and hospital departments to support high-quality care delivery, service excellence, and a culture of empathy and respect.

Requirements

2+ years of experience in a healthcare setting
Strong interpersonal and communication skills, with the ability to interact effectively at all levels of the organization.
Empathetic listener with excellent conflict resolution and problem-solving abilities.
Familiarity with patient satisfaction metrics and tools (e.g., HCAHPS, Press Ganey).

Nice To Haves

Experience in patient relations or service excellence strongly preferred.
Bilingual (English/Spanish or other languages) a plus.

Responsibilities

Serve as the primary point of contact for patient and family concerns, compliments, and service recovery efforts.
Facilitate the resolution of patient complaints by working collaboratively with clinical and non-clinical staff.
Conduct patient rounding and surveys to proactively assess satisfaction and gather feedback.
Support implementation of patient experience initiatives and best practices across the hospital.
Track, analyze, and report patient satisfaction data using platforms such as Press Ganey or HCAHPS.
Provide education and coaching to staff and departments on communication, service recovery, and empathy in care.
Coordinate patient and family advisory councils and patient engagement events.
Ensure timely documentation and communication of issues and outcomes to appropriate leaders.