Patient Experience Advocate

Valley Health; Winchester Center (CT); On-site; USD 55,000 - 83,000; Full time

Benefits offered by this job

Zero-Deductible Health Plan

Dental and vision insurance

Tuition Assistance

Paid Time Off

Retirement Savings Match

Employee Assistance Program

Wellness program

Job summary

Valley Health is seeking a Patient Experience Coordinator to champion exceptional patient and family experiences across the continuum of care. You will coordinate patient experience initiatives, manage service recovery efforts, respond to concerns, conduct rounds, and support performance improvement.

You will collaborate with clinical and support teams to identify trends from feedback and rounding activities and drive improvement across patient safety and satisfaction initiatives.

Qualifications

• Bachelor’s degree in business, nursing, health care administration or related field is required.
• Master's degree is preferred.
• Minimum of five years of experience in the field is required.
• Experience in patient experience, customer service, service recovery, quality improvement, or healthcare operations preferred.

Responsibilities

• Models service excellence principles in all interactions with patients, families, staff, providers, volunteers, and community partners.
• Supports the development and sustainability of a culture of service excellence for external and internal customers.
• Collaborate with departmental leaders and teams to identify and implement process improvements.
• Analyses and reports patient satisfaction and dissatisfaction data to identify trends and support improvements.
• Promotes service initiatives to multidisciplinary teams through various channels.
• Conducts routine patient rounding and assists in real-time resolution of concerns.
• Participates in orientation and ongoing education focused on customer service standards and empathy.

Skills

Listening skills

Interpersonal skills

Empathy

Communication skills

Phone etiquette

Customer service

Data analysis

Education

Bachelor's degree (business, nursing, healthcare admin or related)

Master's degree preferred

5+ years experience in patient experience or healthcare ops

Tools

MS Office (Outlook, Word, Excel, PowerPoint, Teams)

Job description

Valley Health is seeking a Patient Experience Coordinator to champion exceptional patient and family experiences across the continuum of care. You will coordinate patient experience initiatives, manage service recovery efforts, respond to concerns, conduct rounds, and support performance improvement.

You will collaborate with clinical and support teams to identify trends from feedback and rounding activities and drive improvement across patient safety and satisfaction initiatives.