Family & Program Support Coordinator, Neonatal Intensive Care

WakeMed Health & Hospitals; Raleigh (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

WakeMed Health & Hospitals is hiring a Patient and Family Experience Coordinator to support a positive experience for patients and families.

You will educate patients, respond to concerns, review experience data, and coordinate volunteers to ensure a welcoming environment across the care journey.

Qualifications

• Experience in patient relations, customer service, healthcare support, volunteer coordination, or related field.
• Strong communication with empathy, professionalism, and respect across diverse backgrounds.
• Comfortable with resolving concerns, problem-solving, and collaborating on solutions.
• Knowledge of diversity, equity, inclusion, and culturally responsive practices.
• Organized and able to manage multiple priorities with a service-focused approach.

Responsibilities

• Educate patients and families about rights and available resources.
• Respond to concerns, help resolve issues, escalate when needed.
• Review patient experience data, identify trends, and participate in process improvements.
• Build and maintain relationships with patients, families, community partners, and healthcare team.
• Coordinate volunteer activities, including orientation, scheduling, and day-to-day support.

Skills

Patient relations

Customer service

Healthcare support

Volunteer coordination

Diversity & inclusion

Education

Bachelor's degree

Job description

Overview

At WakeMed, our mission is to improve the health and well-being of our community—and we do it by delivering outstanding, compassionate care.

We are hiring a Patient and Family Experience Coordinator to help support a positive experience for patients and their families throughout their care journey. In this role, you will serve as a resource and advocate for patients and families, assist with resolving concerns, support patient experience improvement efforts, and coordinate volunteer activities to ensure a welcoming and service-focused environment.

What you'll do

• Educate patients and parents/guardians about their rights and available resources.
• Respond to patient and family concerns, help resolve issues, and elevate unresolved matters when needed.
• Review patient experience data, identify trends, and participate in process improvement initiatives.
• Build and maintain positive relationships with patients, families, community partners, and healthcare team members.
• Coordinate volunteer activities, including orientation, scheduling, task assignments, and day-to-day support.

Who you are

• Experienced in patient relations, customer service, healthcare support, volunteer coordination, or a related field.
• Skilled at communicating with people from diverse backgrounds with empathy, professionalism, and respect.
• Comfortable handling concerns, problem-solving, and working collaboratively to find solutions.
• Knowledgeable about diversity, equity, inclusion, and culturally responsive practices.
• Organized and able to manage multiple priorities while maintaining a positive service-focused approach.

Department Description

Serving the community since 1961, WakeMed Health & Hospitals is the leading provider of health services in Wake County. With a mission to improve the health and well-being of our community, we are committed to providing outstanding and compassionate care. For more information, visit www.wakemed.org.

EOE

Licensure

Not Applicable

Education

Bachelor's Degree Required

Experience

• 3 Years Customer Service Required
• 3 Years Healthcare Preferred
• 1 Year Project Management Preferred
• 1 Year Leadership Preferred