Patient Experience Coordinator - CUC

Patient Experience Coordinator

The Patient Experience Coordinator is a key position in ensuring a positive experience for our patients. In partnership with the Director of Patient Experience, the coordinator will address and resolve patient feedback, complaints, grievances, and compliments, and support other patient experience initiatives such as the development of the Patient Advisory Council and analysis of patient experience surveys.

• Partner with the Director of Patient Experience in the intake, investigation, and resolution of patient feedback, complaints, grievances, and compliments.
• Collaborate with clinical and operational leaders to find solutions to patient concerns.
• Maintain documentation of investigations and resolutions in accordance with regulatory requirements and organization policies.
• Review and analyze patient experience survey data to identify trends, insights, and areas for improvement.
• Support integration of patient and family feedback into organizational initiatives.
• Perform any other duties as needed to advance the vision, mission, and values of the organization.

• Excellent verbal and written communication skills.
• Ability to process and handle confidential information with discretion.
• Strong attention to detail and accuracy.
• Ability to work independently and/or in a collaborative environment.
• Ability to communicate with empathy and sensitivity, addressing patient concerns with professionalism and understanding.
• Ability to de-escalate difficult situations.
• Flexibility and positive attitude in a continuously changing environment.
• Excellent computer skills, including proficiency in Word, Excel, and other Microsoft products.

• High School Diploma or equivalent.

• Minimum 2 years of experience in customer service, healthcare, or service recovery.
• Bilingual in Spanish required.

• Entry level.

• Full-time.

• Health Care Provider.

• Hospitals and Health Care.