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About the Role

The Coordinator of Patient Experience contributes to the daily functions of the Office of Patient Experience, focusing on gathering patient and family feedback to improve care. This role acts as a liaison to manage complaint management and supports organizational efforts to be the most trusted health partner. The coordinator also participates in projects involving analytics, improvement support, training, and patient experience data analysis.

Responsibilities

Initial intake of positive and negative patient and family feedback related to experience of care.
Follow formal grievance and complaint process in accordance with SPHP policies and procedures and as outlined in CMS, DOH, JCAHO regulatory requirements.
Conduct case reviews as necessary to bring patient and family concerns to resolution.
Build and maintain effective working relationships with patients, physicians, employees, and visitors; in-person or on the telephone, thus promoting a positive service image.
Compose follow up letters in accordance with policies and procedures and regulatory requirements.
Assist patients and families by guiding them to appropriate resources.
Provides analytic support of patient experience data, based on organizational goals.
Provides training and support to hospital leadership for survey tools, including data analysis, and report interpretation.
Manages the utilization of tools such as patient surveys, rounding data collection tools, etc.
Provides on-going education related to patient experience.
Provides training using evidence-based best practices in the field of Patient Experience.

Requirements

Preferred - Minimum of 2 years’ experience within the St. Peter’s Health Partners network or another health care network.
Experience with patients and families, either in person or over the telephone.
Demonstrated high clinical competence and ability to work in a team situation with other professionals and carry out responsibilities with minimal supervision.
All new employees are required to undergo and pass all applicable state and federally mandated pre-employment screening requirements.

Skills

Working knowledge of the EPIC EMR preferred.
Proficiency of computers, keyboarding, and various programs (Excel (advanced knowledge preferred), Word, PowerPoint, Outlook, etc.).

Location

On-site at St. Peter's Hospital Campus

Work Type

Full time
Day Shift

Education Level

Bachelor’s Degree

Salary/Compensations

$27.15 - $34.79 per hour

Benefits

Competitive Pay
Paid Leave
Shift Differentials
Strong orientation program
Generous tuition allowance
Career development

About the Company

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care.

Equal Opportunity

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.