Family & Program Support Coordinator, Neonatal Intensive Care

WakeMed; Raleigh (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

WakeMed in Raleigh, NC is seeking a Patient and Family Experience Coordinator to support a positive experience for patients and families throughout their care journey. You will advocate for patients, resolve concerns, and contribute to patient experience improvement efforts.

The role includes coordinating volunteer activities, educating families about rights and resources, and building strong relationships with patients, families, and the healthcare team.

Qualifications

• Bachelor's Degree required.
• 3 years of customer service experience required.
• 3 years healthcare experience preferred.
• 1 year project management preferred.

Responsibilities

• 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.

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

3 Years Healthcare Preferred

1 Year Project Management Preferred

1 Year Project Management Preferred