Patient Experience Coordinator - First Shift

As one of the nation's Top 15 Health Systems, recognized by Premier and Modern Healthcare, Valley Health is a place where excellence, compassion, and purpose come together. This distinction reflects our commitment to exceptional patient care, clinical quality, and the caregivers who make it all possible.

CUSTOMER SERVICES & PAT EXPER - 108308

Regular

First Shift (United States of America)

$26.45 - $39.68

The Patient Experience Coordinator supports the organization's mission, vision, and values by championing exceptional patient and family experiences across the continuum of care. This role coordinates patient experience initiatives, manages service recovery efforts, responds to patient concerns, conducts patient rounding, and supports performance improvement activities that positively influence patient perception and satisfaction.

The coordinator collaborates closely with operational, clinical, and support service teams to identify trends and opportunities from patient feedback, satisfaction surveys, complaints, compliments, and rounding activities. Through a combination of service recovery, data analysis, education, coaching, and performance improvement, this position supports organizational goals related to patient satisfaction, quality, and safety.

The Patient Experience Coordinator serves as a trusted resource for patients, families, and staff by facilitating concern resolution, promoting accountability, and fostering a culture of continuous improvement and service excellence throughout the organization.

• Models service excellence principles in all interactions with patients, families, staff, providers, volunteers, and community partners.
• Supports the development, enhancement, and sustainability of a culture of service excellence for both external and internal customers.
• Collaborate with departmental leaders, nursing teams, ancillary departments, and support services across multiple service lines to proactively identify, develop, implement, and evaluate process improvement initiatives that enhance the patient experience.
• Analyzes and reports patient satisfaction and dissatisfaction data obtained through surveys, complaints, compliments, and other feedback mechanisms to identify trends and support improvement strategies.
• Promotes and communicates service excellence initiatives to multidisciplinary teams, volunteers, and support service departments through various communication channels.
• Conducts routine patient rounding and works closely with unit staff and leadership to identify and assist in the real-time resolution of patient and family concerns.
• Participates in new employee orientation, annual competencies, and ongoing education focused on customer service standards, empathy skills, and preoccupation with failure principles to help staff anticipate and address patient dissatisfaction.
• Coordinates the implementation, education, utilization, and tracking of the organization's Service Recovery Program, empowering staff to take ownership and accountability for enhancing and humanizing the patient and family experience.
• Supports organizational patient experience goals through coaching, consultation, and collaboration with leaders and frontline staff.
• Assists with the development and monitoring of action plans aimed at improving patient satisfaction and service excellence outcomes.

Bachelor’s degree in business, nursing, health care administration or related field is required. Will accept applicant enrolled in bachelor's program of study (nursing, healthcare administration, business related field).

Master's degree is preferred.

Minimum of five years of experience in the field is required.