Patient Experience Coordinator

Mount Sinai Medical Center of Florida•Miami Beach, FL

9d•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 employee engagement initiatives at Mount Sinai Medical Center. The coordinator also supports nursing units and leadership in identifying problems, determining root causes, developing improvements, and tracking action plans.

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 way.
Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.

Nice To Haves

Experience with MS Access.

Responsibilities

Act as a liaison between patients and families and hospital staff regarding patient experience.
Communicate detailed patient concerns to the appropriate managers and directors.
Follow up with patients and staff to ensure timely and appropriate resolution of issues and complaints.
Assist patients with compliance with hospital policies and procedures relating to patient satisfaction, service recovery, grievance resolution, and employee standards of performance.
Log patient complaints and grievances using RiskQual in accordance with CMS guidelines.
Track complaints received from nursing leadership and through phone, email, and other channels, and create ongoing performance reports.
Promote a positive patient experience through a courteous and appropriate attitude toward physicians, patients, visitors, and staff.
Ensure nursing units identify and solve problems locally.
Help nursing leadership identify root causes, develop improvement initiatives, and track action plans.
Manage Mount Sinai cross-department initiatives as project owner.
Oversee the ongoing Patient Experience and Conflict Resolution training program.
Prepare and manage the MSMC Patient Experience Quarterly Committee.
Plan and execute the Process Audits (Process Confirmation) calendar.
Ensure the Employee Engagement Program is properly executed in the units.