Patient Experience Coordinator

Responsibilities

BHC Alhambra Hospital is a private, fully accredited, full‑service acute psychiatric hospital serving children, adolescents and adults. The Patient Experience Coordinator (PEC) is an essential team member of the Outpatient Services Department and plays a vital role in creating a seamless, positive and patient‑centered experience for patients transitioning from inpatient care to outpatient services—or for clients admitted directly to outpatient services.

The PEC enhances the patient journey by fostering open communication with patients, families, hospital employees and referring partners; identifying service recovery concerns to improve patient satisfaction and engagement; utilizing patient satisfaction surveys, in‑house reporting and online review platforms; actively participating in the morning Flash Meeting; providing direct patient education and support related to their outpatient treatment goals; and working closely with the Director of Outpatient Services on assigned projects, employee engagement and marketing initiatives.

• Provide routine/daily patient satisfaction check‑ups and apply service recovery when needed.
• Coordinate interdepartmental collaboration to enhance the patient’s journey and resolve any potential conflicts.
• Encourage patient feedback and Google Review completion—provide QR code, assist patients with posting anonymous reviews, and answer questions/concerns.
• Attend daily Flash/Morning meetings to address patient eligibility and admissions outcomes into Outpatient Services.
• Meet with eligible inpatients within 24‑48 hrs of admission, and daily thereafter, to discuss PHP/IOP services and virtual treatment options, addressing barriers such as transportation, work obligations or negative assumptions.
• Complete Family Discharge Planning Sessions for potential patients to successfully transition to Outpatient Services.
• Provide patient/family education on benefits of outpatient treatment following inpatient hospitalization and function as an additional resource.
• Complete Point of Contact paperwork for all new telehealth patients and direct managed care patients on day of admission.

• Bachelor’s degree from an accredited college or university in mental health/behavioral science or a related field preferred.
• Experience working directly with an inpatient psychiatric patient population and the chronically mentally ill.
• Excellent communication skills, including active listening, public speaking, conflict resolution and report writing.

• Challenging and rewarding work environment.
• Career and growth opportunities.
• Comprehensive benefits.

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.