Patient Experience Coordinator RN

Patient Experience Coordinator RN | Full Time Overview

The Patient Experience Coordinator‑RN will facilitate and track services provided by the Patient Experience Department. This RN will interact with patients, families, and all members of the care team to facilitate a positive experience. The role requires initiative, effective problem‑solving skills, compassion, active listening, responsiveness, and the ability to prioritize and manage multiple tasks efficiently. The coordinator will assist with patient and family rounding, respond to complaints and grievances, and help resolve complex situations quickly, providing clarity, kindness, and peace of mind.

• Meet with patients/families to discuss concerns, document and track issues internally, initiate follow‑up investigations of complaints/grievances, and draft formal response letters when indicated within an appropriate timeframe.
• Collaborate with other Patient Experience Coordinators to document incoming patient and family complaints and enter them into the appropriate feedback tracker.
• Work with Risk Management and Quality Management to ensure compliance with Joint Commission, CMS, and AHCA standards.
• Run reports and meet with representatives from regulatory agencies and hospital leadership to help improve patient experience.
• Produce NRC reports, feedback trend reports, Value‑Based Purchasing reports, and assist with Leapfrog and other reports related to Patient Experience.
• Proactively round on patients and families to gather real‑time feedback on their experience and immediately resolve any issues.
• Assist with Leader Rounding on clinical units as well as TST monitoring and any other auditing support to assure excellent patient experiences.
• Create and teach all patient experience curriculum and educational opportunities.
• All other duties as assigned by the department.

• Associate's in Nursing

• Florida RN License

• 3 years of nursing experience (Critical Care or Emergency preferred)

• BLS