Patient Experience Advocate

Stormont-Vail-Health-; Topeka (KS); Hybrid; USD 23,000 - 33,000; Part time

Job summary

Stormont Vail Health in Topeka, KS is seeking an Experience Coordinator to partner with departments across the hospital to improve the patient experience. The role handles proactive service recovery, complaint and grievance work, and serves as a liaison for patients and families.

The coordinator will receive and route patient communications, track cases in the grievance system, and perform investigative follow-up with clinical and administrative leaders.

Qualifications

• Bachelor's Degree in a health-related field.
• Minimum 3 years Healthcare, Customer Services or related experience.
• Strong written communication skills and relationship-centered care or interpersonal skills.
• Must demonstrate leadership/collaboration ability to provide guidance to Stormont Vail Health staff.

Responsibilities

• Collaborate with Stormont Vail departments to enhance the patient experience.
• Receive, track, and deliver patient communication from all access points into the grievance system.
• Follow up and document on all patient contacts with the aim to exceed patient expectations in the grievance system.
• Work closely with frontline staff to identify, plan, design and implement experience improvements.
• Actively participate in regular experience rounds to identify issues needing organizational attention.
• Support department directors in resolving concerns within a designated timeframe.
• Knowledge of Advance Directives, Patient Bill of Rights and regulatory standards.
• Refer to appropriate department for possible liability or HIPAA issues.
• Oversee all aspects of the patient voting process.
• Maintain notary certification.

Skills

Written communication

Relationship-centered care

Listening

Empathy

Conflict resolution

Complaint management

Facilitation

Problem solving

Crisis intervention

Leadership/collaboration

Education

Bachelor's degree in health-related field

Job description

Stormont Vail Health in Topeka, KS is seeking an Experience Coordinator to partner with departments across the hospital to improve the patient experience. The role handles proactive service recovery, complaint and grievance work, and serves as a liaison for patients and families.

The coordinator will receive and route patient communications, track cases in the grievance system, and perform investigative follow-up with clinical and administrative leaders.