Patient Experience Performance Improvement Coordinator

EMPLOYER-PAID PENSION PLAN (NEVADA PERS) COMPETITIVE SALARY & BENEFITS PACKAGE As an academic medical center with a rich history of providing life-saving treatment in Southern Nevada, UMC serves as the anchor hospital of the Las Vegas Medical District, offering Nevada's highest level of care to promote successful medical outcomes for patients. UMC is a Level I Trauma Center, home of the ONLY Verified Burn Center, and Transplant Center. In 2026, we became the FIRST and ONLY Magnet-Recognized hospital in the state, reflecting UMC's nursing professionalism, teamwork, and superiority in patient care. Position Summary: Responsible for the daily monitoring and implementation of patient experience initiatives across hospital and ambulatory settings. This role acts as a multidisciplinary bridge, leveraging evidence-based research and standardized workflows to drive excellence in quality, safety, and cost control. Integrates the 'voice of the patient' into operational improvements, ensuring that clinical processes remain patient-centered while meeting rigorous national performance benchmarks. Education/Experience: Equivalent to a bachelor's degree in nursing, hospital administration, or a healthcare-related field of study, and five (5) years of experience in an acute healthcare setting providing quality management, performance improvement, and healthcare leadership functions at the operational level, or high-end hospitality and guest relations, with a demonstrated ability to translate service excellence into a healthcare environment. Licensing/Certification Requirements: If the degree is in a health science requiring a legal license to practice, the individual must possess a legal license in the State of Nevada from the proper licensing agency.Knowledge of: Patient Experience and performance improvement trends, techniques, and standards for acute hospitals; change management theory and techniques, group dynamics, and Healthcare Lean techniques; regulatory, safety, infection control, hazardous waste, and emergency management standards, trends, and benchmark expectations for success; identifying and implementing quality and operational improvement priorities; quality and experience data and benchmarks by clinical specialty and must be able to communicate data in an understandable way, focusing on priority areas for improvement; root cause analysis and the development and execution of improvement plans; department and hospital safety practice and procedures; patient rights; age specific patient care practices; infection control policies and practices; handling, storage, use and disposal of hazardous materials; department and hospital emergency response policies and procedures. Skill in: Interpreting regulations and standards for others; writing reports, meeting minutes and other technical documents; analyzing statistical and other quantitative data; applying investigative and interviewing techniques; developing and executing corrective plans, pilots, standardization care delivery through evidence based clinical pathway development; developing and coordinating dynamic scope of service development, individualized performance improvement, experience priorities for clinical areas; using computers and related software applications; communicating with a wide variety of people from diverse socio-economic and ethnic backgrounds; establishing and maintaining effective working relationships with all personnel contacted in the course of duties; efficient, effective and safe use of equipment. Physical Requirements and Working Conditions: Mobility to work in a typical office setting and use standard office equipment, vision to read printed materials and a computer screen, and hearing and speech to communicate effectively in-person and over the telephone. Strength and agility to exert up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Able to walk moderate distances. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this classification.