Patient Experience Performance Improvement Coordinator

University Medical Center of Southern Nevada•Las Vegas, NV

5d•Onsite

About The Position

As an academic medical center with a rich history of providing life-saving treatment in Southern Nevada, UMC serves as the anchor hospital of the Las Vegas Medical District, offering Nevada’s highest level of care to promote successful medical outcomes for patients. UMC is a Level I Trauma Center, home of the ONLY Verified Burn Center, and Transplant Center. In 2026, we became the FIRST and ONLY Magnet®-Recognized hospital in the state, reflecting UMC's nursing professionalism, teamwork, and superiority in patient care. Position Summary: Responsible for the daily monitoring and implementation of patient experience initiatives across hospital and ambulatory settings. This role acts as a multidisciplinary bridge, leveraging evidence-based research and standardized workflows to drive excellence in quality, safety, and cost control. Integrates the 'voice of the patient' into operational improvements, ensuring that clinical processes remain patient-centered while meeting rigorous national performance benchmarks.

Requirements

Equivalent to a bachelor's degree in nursing, hospital administration, or a healthcare-related field of study.
Five (5) years of experience in an acute healthcare setting providing quality management, performance improvement, and healthcare leadership functions at the operational level, or high-end hospitality and guest relations, with a demonstrated ability to translate service excellence into a healthcare environment.
If the degree is in a health science requiring a legal license to practice, the individual must possess a legal license in the State of Nevada from the proper licensing agency.
Knowledge of Patient Experience and performance improvement trends, techniques, and standards for acute hospitals.
Knowledge of change management theory and techniques, group dynamics, and Healthcare Lean techniques.
Knowledge of regulatory, safety, infection control, hazardous waste, and emergency management standards, trends, and benchmark expectations for success.
Knowledge of identifying and implementing quality and operational improvement priorities.
Knowledge of quality and experience data and benchmarks by clinical specialty and must be able to communicate data in an understandable way, focusing on priority areas for improvement.
Knowledge of root cause analysis and the development and execution of improvement plans.
Knowledge of department and hospital safety practice and procedures.
Knowledge of patient rights.
Knowledge of age specific patient care practices.
Knowledge of infection control policies and practices.
Knowledge of handling, storage, use and disposal of hazardous materials.
Knowledge of department and hospital emergency response policies and procedures.
Skill in interpreting regulations and standards for others.
Skill in writing reports, meeting minutes and other technical documents.
Skill in analyzing statistical and other quantitative data.
Skill in applying investigative and interviewing techniques.
Skill in developing and executing corrective plans, pilots, standardization care delivery through evidence based clinical pathway development.
Skill in developing and coordinating dynamic scope of service development, individualized performance improvement, experience priorities for clinical areas.
Skill in using computers and related software applications.
Skill in communicating with a wide variety of people from diverse socio-economic and ethnic backgrounds.
Skill in establishing and maintaining effective working relationships with all personnel contacted in the course of duties.
Skill in efficient, effective and safe use of equipment.

Responsibilities

Daily monitoring and implementation of patient experience initiatives across hospital and ambulatory settings.
Acting as a multidisciplinary bridge, leveraging evidence-based research and standardized workflows to drive excellence in quality, safety, and cost control.
Integrating the 'voice of the patient' into operational improvements, ensuring that clinical processes remain patient-centered while meeting rigorous national performance benchmarks.