Patient Experience Coordinator

Patient Experience Specialist

The Patient Experience Specialist supports the Patient Experience department in monitoring, coordinating, and improving the patient journey throughout the organization. This role focuses on collecting and organizing patient feedback, tracking patient experience indicators, assisting with service recovery and improvement initiatives, and supporting cross-department coordination to ensure patients receive high-quality care, service, and support. The coordinator provides operational support to the Patient Experience Manager by assisting with data tracking, feedback monitoring, service recovery coordination, and cross-department communication.

Duties and Responsibilities

1. Assist Patient Experience leadership in coordinating initiatives designed to enhance the patient journey. Support implementation of improvement activities, track progress of projects, and assist with monitoring outcomes related to patient satisfaction and service quality.
2. Conduct routine observations at medical centers to assess patient-facing processes such as front desk interactions, patient flow, communication practices, and the overall patient environment. Document findings and provide reports to support improvement opportunities.
3. Collect, organize, and track patient feedback from surveys, comment platforms, focus groups, and other feedback channels.
4. Assist in tracking patient experience metrics and key performance indicators (KPIs), such as survey results, service recovery cases, wait time indicators, and other experience-related data. Support the preparation of reports used by leadership to monitor organizational performance.
5. Work collaboratively with clinical teams, operational leadership, administrative staff, and support services to assist in coordinating patient experience initiatives. Help facilitate communication and follow-up across departments related to patient experience concerns and improvement efforts.
6. Assist in documenting and monitoring patient-facing workflows and processes.
7. Maintain awareness of relevant organizational policies, procedures, and regulatory requirements related to patient experience activities.
8. Assist in tracking patient engagement trends, including disenrollment patterns, patient feedback, and service recovery cases.
9. Assist with maintaining communication and coordination with brokers, agents, and center staff when applicable to support member engagement and retention activities.
10. Performs Other Duties as Assigned.

Qualifications

Education/Experience:

1. Bachelor's degree in healthcare administration, business administration, or a related field.
2. Previous experience in a similar role, preferably in a healthcare setting.

1. Strong understanding of patient-centered care principles and healthcare service best practices.
2. Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint, and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
3. Ability to analyze data and identify trends related to patient experience metrics and operational performance indicators.
4. Spoken and written fluency in English and Spanish

Skills:

1. Fundamental knowledge and understanding of local, state, and federal healthcare benefit services and plans
2. Ability to maintain exceptional customer service relationships with healthcare services agencies, patients, providers, and peers
3. Dependable and time conscious
4. Flexibility, agility, self-starter, comfortable with frequent changes and innovations
5. Competent level business acuity
6. Expert knowledge of member attribution, eligibility, and disenrollment process

1. Proven ability to analyze data, identify trends, and implement data-driven strategies for improvement

1. Proven track record establishing and maintaining relationships with patients
2. Demonstrated skill in customer service and service recovery
3. Knowledge of and experience in working with insurance brokers or agents preferred

1. Demonstrated project management skills, with the ability to prioritize and manage multiple initiatives simultaneously
2. Knowledge of patient feedback mechanisms and experience with patient satisfaction surveys
3. Familiarity with regulatory requirements and quality standards related to patient experience
4. Proficiency in using relevant software applications, such as electronic health records and patient feedback systems