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Winchester, Virginia, United States
Onsite
As one of the nation's Top 15 Health Systems, recognized by Premier and Modern Healthcare, Valley Health is a place where excellence, compassion, and purpose come together. This distinction reflects our commitment to exceptional patient care, clinical quality, and the caregivers who make it all possible.
Pay Range
$26.45 - $39.68
The Patient Experience Coordinator supports the organization's mission, vision, and values by championing exceptional patient and family experiences across the continuum of care. This role coordinates patient experience initiatives, manages service recovery efforts, responds to patient concerns, conducts patient rounding, and supports performance improvement activities that positively influence patient perception and satisfaction.
The coordinator collaborates closely with operational, clinical, and support service teams to identify trends and opportunities from patient feedback, satisfaction surveys, complaints, compliments, and rounding activities. Through a combination of service recovery, data analysis, education, coaching, and performance improvement, this position supports organizational goals related to patient satisfaction, quality, and safety.
The Patient Experience Coordinator serves as a trusted resource for patients, families, and staff by facilitating concern resolution, promoting accountability, and fostering a culture of continuous improvement and service excellence throughout the organization.
Responsibilities and Duties
Models service excellence principles in all interactions with patients, families, staff, providers, volunteers, and community partners.
Supports the development, enhancement, and sustainability of a culture of service excellence for both external and internal customers.
Collaborate with departmental leaders, nursing teams, ancillary departments, and support services across multiple service lines to proactively identify, develop, implement, and evaluate process improvement initiatives that enhance the patient experience.
Analyzes and reports patient satisfaction and dissatisfaction data obtained through surveys, complaints, compliments, and other feedback mechanisms to identify trends and support improvement strategies.
Promotes and communicates service excellence initiatives to multidisciplinary teams, volunteers, and support service departments through various communication channels.
Conducts routine patient rounding and works closely with unit staff and leadership to identify and assist in the real-time resolution of patient and family concerns.
Participates in new employee orientation, annual competencies, and ongoing education focused on customer service standards, empathy skills, and preoccupation with failure principles to help staff anticipate and address patient dissatisfaction.
Coordinates the implementation, education, utilization, and tracking of the organization's Service Recovery Program, empowering staff to take ownership and accountability for enhancing and humanizing the patient and family experience.
Supports organizational patient experience goals through coaching, consultation, and collaboration with leaders and frontline staff.
Assists with the development and monitoring of action plans aimed at improving patient satisfaction and service excellence outcomes.
Education
Bachelor’s degree in business, nursing, health care administration or related field is required. Will accept applicant enrolled in bachelor's program of study (nursing, healthcare administration, business related field).
Master's degree is preferred.
Experience
Minimum of five years of experience in the field is required.
Healthcare and/or clinical experience preferred.
Experience in patient experience, customer service, service recovery, quality improvement, or healthcare operations preferred.
Certification & Licensures
BLS Certification (Basic Life Support) - American Heart ‘Healthcare Provider’ (HCP) - AHA approved required. New hires must have American Heart Association (AHA) appropriate certification prior to completion of orientation.
Qualifications
Excellent listening, interpersonal, and empathy skills.
Strong verbal and written communication skills.
Professional telephone etiquette and customer service skills.
Proficiency in Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Teams.
Ability to demonstrate professionalism, integrity, and a commitment to organizational values and service excellence.
Knowledge of patient experience measurement methodologies and patient satisfaction metrics.
Ability to navigate complex healthcare systems and connect patients with appropriate internal and external resources.
Strong critical thinking, problem-solving, and conflict resolution skills.
Ability to coach, mentor, and influence staff while building collaborative relationships across disciplines.
Ability to organize, facilitate, and lead meetings and educational sessions.
Strong analytical skills with the ability to identify trends and translate data into meaningful improvement opportunities.
At Valley Health, we believe everyone is a caregiver, and our goal is to create an environment where our caregivers thrive physically, financially, and emotionally. In addition to a competitive salary, our most popular benefits for full-time employees include:
Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development. In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more.
To see the full scale of what we offer, visit valleyhealthbenefits.com.
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