Patient Experience Coord

Job Summary:

Under the direction of the Director, the Patient Experience Coordinator is responsible for organizing all processes related to assessing, measuring, and responding to our internal and external clients. Coordinates the administration of patient experience assessment tools for patient satisfaction and management of the customer complaint data to help identify opportunities for improvement. Coordinates and, in the absence of the Director, facilitates Leadership Rounding Debriefing sessions with the management team. Serves as super-user for the complaint management and survey vendor systems and also trains management in using these tools. The Patient Experience Coordinator responds to patient and family complaints, serves as the Patient Advocate, and supports the management team and Risk in responding to complaints and grievances.

Licensure and Certification:

• Certification in patient advocacy is beneficial

Education:

• Bachelor's degree preferred

Experience:

• Minimum one to two (1-2) years in a hospital environment
• Complaint management experience
• Coordination of meetings and education programs

Knowledge and Skills:

• MC Office tools: Word, Outlooks, Excel PowerPoint
• Excel spreadsheet development including pivot tables
• Data reporting
• Accuracy in Reporting Outcomes/Results
• Ability to communicate with all levels of leadership and personnel
• Presentation skills for education programs