Patient Experience Coordinator – Emergency Department
About The Position
MU Health Care is looking for a compassionate, confident, and service‑driven individual who thrives in fast‑paced environments and is passionate about making a meaningful difference for patients and families. The ideal candidate is a strong communicator and natural relationship‑builder who brings empathy, emotional intelligence, and professionalism to every interaction—even in high‑stress situations. They are proactive, adaptable, and energized by problem‑solving, with a keen ability to anticipate needs and create calm, supportive experiences during moments that matter most. This role is perfect for someone who values teamwork, resilience, and continuous improvement, and who takes pride in being a trusted presence for patients, visitors, and care teams alike. A successful candidate is data‑curious yet people‑focused, using insight and observation to elevate the patient experience while reinforcing a culture of respect, dignity, and excellence. If you are driven by purpose and motivated to positively impact lives in real time, we invite you to bring your passion to MU Health Care.
Requirements
- Bachelor’s degree or an equivalent combination of education and experience from which comparable knowledge, skills, and abilities can be obtained.
- Four (4) years of progressively responsible experience in healthcare, patient-centered care, patient experience, or quality improvement.
Nice To Haves
- Master's degree.
- Additional license/certification requirements as determined by the hiring department.
Responsibilities
- Greets and orients patients and visitors on arrival and provides a basic overview of ED processes, triage, and expected wait times. Escorts family members to the bedside when appropriate and permitted by ED clinical staff. Provides assistance with navigating the hospital system, including check-in processes, visitor expectations, and hospital amenities.
- Collaborates with ED nursing, registration, and physician leaders to support coordinated communication. Answers questions and provides routine non-clinical updates on patient status, wait time expectations, and care progression.
- Identifies, addresses, and resolves patient and visitor concerns with prompt escalation to leadership when appropriate.
- Evaluates ED workflows that impact patient flow, wait times, communication, and transitions of care, identifying impacts on the patient experience and recommending process changes.
- Maintains the patient event reporting system; tracks, analyzes, and trends patient feedback and patient experience themes; escalates significant concerns and recommends targeted interventions; supports continuous quality improvement initiatives that enhance patient flow, communication, and the overall experience of care.
- Maintains working knowledge of clinical operations, patient rights and safety precautions, and available hospital amenities and services.
- Reinforces teamwork and contributes to a therapeutic environment in high-stress situations.
- May complete unit/department-specific duties as outlined in department documents.
Benefits
- Health, vision and dental insurance coverage starting day one
- Generous paid leave and paid time off, including nine holidays
- Multiple retirement options, including 100% matching up to 8% and full vesting in three years
- Tuition assistance for employees (75%) and immediate family members (50%)
- Discounts on cell phone plans, rental cars, gyms, hotels and more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
