Emergency Department Patient Experience Coordinator

University of Rochester; City of Rochester (NY); On-site; USD 32,000 - 44,000; Full time

Job summary

The University of Rochester in Rochester, NY seeks a dedicated Patient Experience professional in the Emergency Department to enhance the patient journey. This full-time role collaborates with nurses, physicians, social work, security, and support staff to address concerns, coordinate service recovery, and promote compassionate care.

The position emphasizes communication, diplomacy, and problem-solving in a fast-paced hospital setting, with a 40-hour work week and a competitive hourly pay range

Qualifications

• Associate's degree or equivalent and 3 years of progressively responsible customer service, patient relations, hospitality, healthcare support, or related experience required.
• Or equivalent combination of education and experience.
• One year in a hospital or medical setting preferred.

Responsibilities

• Serves as the primary point of contact for patient, family, and visitor concerns within assigned clinical areas; receives, investigates, documents, and follows up on complaints and service requests.
• Responds to complex patient and family situations using advanced communication and de-escalation techniques to support a positive patient experience.
• Conducts routine rounds to identify service concerns, provide updates, and address non-clinical needs of patients and families.
• Coordinates processes related to patient belongings and valuables, supports staff during high-volume periods, and contributes to wellness activities.
• Identifies patient experience trends and participates in meetings, training, and quality improvement initiatives.

Skills

Interpersonal skills

Communication

Conflict resolution

Organization

Confidentiality

Education

Associate's degree or equivalent

Equivalent combination of education and experience

Tools

Microsoft Office

Electronic documentation systems

Job description

The University of Rochester in Rochester, NY seeks a dedicated Patient Experience professional in the Emergency Department to enhance the patient journey. This full-time role collaborates with nurses, physicians, social work, security, and support staff to address concerns, coordinate service recovery, and promote compassionate care.

The position emphasizes communication, diplomacy, and problem-solving in a fast-paced hospital setting, with a 40-hour work week and a competitive hourly pay range