Patient Experience Advocate

Stormont Vail Health; Topeka (KS); Hybrid; USD 28,000 - 41,000; Full time

Job summary

Stormont Vail Health is looking for an Experience Coordinator who will collaborate with physicians, administrators, staff, patients and families to manage proactive work on service recovery and complaint management.

The role requires investigative work on patient concerns across outpatient and inpatient settings, with a focus on empathic, relationship-centered communications and regulatory compliance.

Qualifications

• Requires strong written communication skills and relationship-centered care.
• Must have a Bachelor’s Degree in a health-related field (preferred).
• Experience in healthcare/customer services is required.

Responsibilities

• Primarily responsible for direct collaboration and consultation with all Stormont Vail departments to enhance the patient experience.
• Receive, track, and deliver patient communication into the grievance system with documentation for resolution.
• Work with front line staff to identify, plan, design and implement experience improvements.
• Participate in regular experience rounding to identify issues from the organization’s perspective.
• Support department directors in resolving concerns within designated timeframes.
• Be knowledgeable of Patient Rights, Advance Directives, HIPAA, and related regulatory standards.

Skills

Written communication

Relationship-centered care

Empathy

Conflict resolution

Problem solving

Crisis intervention

Listening

Education

Bachelor’s Degree in health-related field

Tools

EMR systems

Job description

Stormont Vail Health is looking for an Experience Coordinator who will collaborate with physicians, administrators, staff, patients and families to manage proactive work on service recovery and complaint management.

The role requires investigative work on patient concerns across outpatient and inpatient settings, with a focus on empathic, relationship-centered communications and regulatory compliance.