Patient Experience Coordinator

Riverside Health System•Smithfield, VA

About The Position

Opening in early 2026, Riverside Smithfield Hospital will bring high-quality healthcare closer to home for Isle of Wight County residents. Located on a beautifully landscaped 27-acre medical campus at 19339 Benn’s Grant Boulevard in Smithfield, the new hospital will provide modern facilities and comprehensive medical services to meet the growing needs of the community. The 200,000-square-foot, three-story facility will offer a range of essential healthcare services including an Emergency Department, Diagnostic Imaging Services, 38 Medical/Surgical beds, 12 Intensive Care Unit (ICU) beds and 4 Operating Rooms. Join our team and be a part of an exciting opportunity to shape the future of healthcare in Smithfield, delivering compassionate, patient-centered care in a state-of-the-art environment. We anticipate start dates to begin Fall, 2025. Overview Responsible to develop and oversee all aspects of patient experience and related programs, training and initiatives. Reviews and communicates HCAHPS metrics. Serves as a leadership resource to develop, implement, promote and evaluate all patient experience activities. Implements 1:1, group and staff training off hours and weekends as needed. Coordinates patient and family meetings. Presents patient experience at meetings and works with marketing and community outreach events. What you will do Partners with Leadership to determine goals and priorities and is responsible for the execution of Leadership's vision for ensuring continued improvement for the patient care experience. Coaches, counsels leaders, managers and staff regarding the patient experience. Provides orientation and training, and implements new training resources, curriculum, and programs for skill development. Responds to patient concerns and collaborates with managers, directors, and leadership to assure patient satisfaction. Mediates between physicians, patients, and family members to maintain a high level of communication to assure customer and staff satisfaction. Ensures compliance with regulatory agencies as it relates to grievances. Develops and executes initiatives for improved patient experience.

Requirements

High School Diploma or GED, (Required)
3-4 years Customer service experience (Required)

Nice To Haves

Bachelors Degree, Business Administration or related field (Preferred)
Patient Experience Certification (Preferred)

Responsibilities

Responsible to develop and oversee all aspects of patient experience and related programs, training and initiatives.
Reviews and communicates HCAHPS metrics.
Serves as a leadership resource to develop, implement, promote and evaluate all patient experience activities.
Implements 1:1, group and staff training off hours and weekends as needed.
Coordinates patient and family meetings.
Presents patient experience at meetings and works with marketing and community outreach events.
Partners with Leadership to determine goals and priorities and is responsible for the execution of Leadership's vision for ensuring continued improvement for the patient care experience.
Coaches, counsels leaders, managers and staff regarding the patient experience.
Provides orientation and training, and implements new training resources, curriculum, and programs for skill development.
Responds to patient concerns and collaborates with managers, directors, and leadership to assure patient satisfaction.
Mediates between physicians, patients, and family members to maintain a high level of communication to assure customer and staff satisfaction.
Ensures compliance with regulatory agencies as it relates to grievances.
Develops and executes initiatives for improved patient experience.