Patient Experience Coordinator

Department: Clinic

Position type: Full-Time

FLSA: Non-Exempt

Job Summary:

Join us and be part of a mission-driven team that prioritizes innovation, collaboration, and continuous development. Under the direction of the Manager, Quality, the Patient Experience Coordinator is responsible for developing the strategy and leading implementation to improve understanding and results across our patient experience metrics. The Patient Experience Coordinator provides coaching and support to the agency to ensure effective, successful patient experiences and improve patient satisfaction and outcomes, supporting our operations. The Patient Experience Coordinator will be the organization's designee to receive, respond to, and follow up on patient feedback.

Duties/Responsibilities:

• Leads and supports organization-wide initiatives that enhance the patient experience and promote a culture of patient-centered care.
• Partners with department leaders to address patient experience challenges and implement sustainable improvement strategies.
• In collaboration with applicable stakeholders, leads the effort to develop clear standards and expectations regarding patient experience while being attentive to the individual culture of each health center.
• Understands the patient journey and which aspects of the patient experience drive satisfaction, as well as dissatisfaction.
• Analyzes patient satisfaction surveys, feedback, and experience metrics to identify trends, opportunities, and actionable recommendations.
• Serves as the primary point of contact for patient feedback, including compliments, concerns, and complaints, ensuring timely follow-up and resolution.
• Monitors, investigates, and documents patient feedback, concerns, corrective actions, and resolutions in accordance with organizational standards.
• Monitors and investigates incidents related to challenging patients and provides feedback and recommendations accordingly.
• Conducts regular site visits and observations to assess the patient environment, patient-staff interactions, and opportunities to improve service excellence.
• Regularly reviews interior and exterior atmosphere for patient comfort, accessibility, safety, cleanliness, décor, updated signage, posters, and promotional materials.
• Develops and facilitates training and educational programs that support exceptional patient experiences and customer service skills.
• Leads the Patient Experience Committee and participates in cross-functional meetings, workgroups, and quality improvement initiatives.
• Supports case conferences and interdisciplinary discussions to ensure patient concerns and outcomes are appropriately addressed and documented.
• Prepares and presents patient experience reports, findings, and recommendations to leadership, departments, and committees.

Miscellaneous

• Requires the ability and commitment to respect and support patients, other employees, and visitors with various lived experiences.
• Requires individual demonstration of commitment to the mission, vision, One Trillium values, behaviors, and modeling them in the organization.
• Responsible for maintaining the confidentiality of all patient, client, employee, protected, and proprietary information.
• Employees are accountable for meeting the performance standards of their departments and must participate as requested in compliance audits and quality improvement plans.
• Required to participate in continuous improvement of job responsibilities and organizational or work processes to advance the organization or department.
• Other specific duties as assigned.

Required Skills/Abilities:

• Strong written and oral communication skills
• High proficiency in Word, Excel, Outlook, and PowerPoint
• Able to work independently and manage workflows in a fast-paced and highly confidential environment
• Excellent organizational skills and attention to detail
• Ability to multitask

Education and Experience:

• Minimum 3 years of experience working in a patient-facing setting, focusing on customer service and de-escalation
• Minimum Associate's in Community and Human Services or related field preferred
• Minimum 1 year of experience with EMR systems required; Epic strongly preferred

Physical Requirements:


While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear. Occasionally the employee must stoop, bend and lift or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.


In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.