Patient Experience Champion

Doctors Hospital of Laredo; Laredo, Northern (TX, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Paid time off

Excellent benefit packages

401(k) with company match

Tuition reimbursement

Career development across 300+ UHS/UHS

HealthStream CEU courses

Job summary

Doctors Hospital of Laredo in Laredo, TX seeks a Patient Experience Coordinator to drive patient perception improvements through data-informed strategies and staff education. You will support service excellence initiatives, patient advocacy programs, and regulatory-compliant complaint resolution while fostering a WOW culture of care.

The role collaborates with DHL management to deploy improvement plans, monitor Press Ganey/HCAHPS metrics, and provide ongoing staff education on AIDET and service

Qualifications

• RN license required.
• Associate's Degree required; Bachelor's degree preferred.
• Minimum 5 years' experience in consumer advocacy, patient relations or related field.
• Demonstrated experience with patients and families.
• Previous clinical experience.
• Professional experience that demonstrates a progressive leadership background.
• BLS/ACLS required.

Responsibilities

• Lead daily leadership rounding with AIDET and nursing bundle observations coaching.
• Attend rounding debriefings, compile feedback, and report progress to leadership.
• Identify nursing improvement opportunities related to bedside reports and rounds.
• Manage complaints in Midas, ensure timely follow-up and regulatory-compliant responses.
• Provide Press Ganey education and collaborate on performance improvement plans.
• Monitor patient experience scores and report trends monthly.
• Disperse comments to management, track feedback, and drive action plans.

Education

Associate's Degree

Bachelor's degree

Job description

Doctors Hospital of Laredo in Laredo, TX seeks a Patient Experience Coordinator to drive patient perception improvements through data-informed strategies and staff education. You will support service excellence initiatives, patient advocacy programs, and regulatory-compliant complaint resolution while fostering a WOW culture of care.

The role collaborates with DHL management to deploy improvement plans, monitor Press Ganey/HCAHPS metrics, and provide ongoing staff education on AIDET and service