Patient Experience Coordinator

United Health Centers of the San Joaquin Valley; Fresno (CA); On-site; USD 33,000 - 47,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

Paid time off and holidays

401k with matching contribution

Educational Assistance

Employee discounts and more

Job summary

United Health Centers of the San Joaquin Valley seeks a Patient Experience Coordinator to lead the patient experience program, address concerns, and improve satisfaction across health centers. You will liaise with executives, clinicians, and patients to implement hospitality-focused initiatives and ensure timely responses.

The role requires strong communication, project management, and the ability to navigate a fast-paced healthcare environment, with some weekend/on-call duties as part of

Qualifications

• Bachelor’s degree preferred.
• Valid driver’s license.
• Three (3) years of experience in health care, patient customer service, and program management.
• Bilingual (English/Spanish) preferred.
• Exceptional written and verbal communication with peers, executives, and stakeholders.
• Strong Microsoft Office experience (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Lead the development of policies, procedures, and standards for the Patient Experience Program.
• Communicate with patients by phone and in writing to resolve complaints in collaboration with clinic leadership.
• Maintain a log of patient concerns, actions, and resolutions; provide monthly CEO summaries by category.
• Serve as liaison between program enrollees, families, and providers to assist with scheduling and navigation.
• Facilitate communication between patients, families, and care teams; visit health centers as needed.
• Ensure program deliverables and deadlines are met; provide regular updates to internal/external stakeholders.

Skills

Bilingual English/Spanish

Communication skills

Project management

Detail-oriented

Ambiguity navigation

Education

Bachelor’s degree preferred

Valid driver’s license

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Overview

The Patient Experience Coordinator is responsible for understanding, addressing, and improving results in our patient experience metrics. The Patient Experience Coordinator will also be the organization’s designee for receiving, responding to, and following up on all patient concerns. The position is responsible for developing, implementing, and managing the patient experience aspects of the Patient Experience Program, which focuses on the hospitality program for major donor-investors and critical stakeholders of United Health Centers.

Responsibilities

SUMMARY OF RESPONSIBILITIES:

• In collaboration with the Director of Quality, leads the effort to develop policies, procedures, and clear standards and expectations regarding the Patient Experience Program while being attentive to the individual culture of the organization and strategic plans.
• Communicate directly with patients via phone and writing to understand and resolve complaints in collaboration with the Health Center Manager within timely.
• Maintain a documentation log of patient concerns, the action taken, and the final resolution of the issue. Provide a monthly summary to the CEO by category.
• Primary Liaison between Patient Experience Program enrollees and their families to assist with personalized assistance with scheduling and navigating their visits.
• Facilitate communication between patients, family members, and provider care teams.
• Visit health center locations to address patient concerns or perform liaison duties with patients and the health center team.
• Primary liaison between the patient experience aspects for all Employee-based Program visits.
• Execute patient success program best practices, policies, and strategies to ensure positive patient experiences.
• Reply promptly to inquiries and phone calls, document patient information accurately, and provide regular status updates on Patient Experience Program enrollees and employee-based programs to collaborating UHC key personnel by providing monthly updates on all member/VIP/stakeholders.
• The individual in this position will ensure all program deliverables/deadlines are met and communications with internal and external stakeholders are appropriate and efficient.
• Act as a liaison between the patient experience programs and key UHC personnel by fulfilling reasonable requests and working with leadership to determine the feasibility of unique program requests from enrollees.
• Maintain positive relationships with health center managers, clinical teams, and UHC leadership to ensure the policies and procedures are followed for the Patient Experience Program and employee-based programs.
• A high degree of comfort, experience, and credibility in interactions with healthcare leaders, including “C” level executives, is essential to success.
• Competency in gathering information and understanding context from several sources, as well as the ability to analyze this information, draw conclusions, and make recommendations, is required.
• Provide coaching and support to the health center sites to ensure effective and successful patient experience and improve patient satisfaction and outcomes supporting our operations.
• Answers calls from the Patient Experience Program immediately with exemplary professionalism, courtesy, and discretion. Be available on call, including some weekends and holidays, for the Patient Experience Program.
• Meet Patient Experience Program enrollees at Health centers when appropriate and spend time relationship-building with members.
• After each Patient Experience Program enrollee interaction, a brief contact should be sent to the program's key stakeholders.
• Apply excellent communication and teamwork skills to maintain successful working relationships throughout the organization.

Qualifications

QUALIFICATION REQUIREMENTS:

EDUCATION:

• Bachelor’s Degree preferred.

LICENSE/CERTIFICATION:

• Valid driver's license

PRIOR EXPERIENCE:

• Three (3) years of experience in health care, patient customer service, and program management.

SKILLS:

• Bilingual (English/Spanish) preferred.
• Exceptional written and verbal communication skills are required with peers, executives, and key stakeholders.
• Advanced Word, Excel PowerPoint experience and Outlook E-mail.
• Competency in gathering information and understanding context from several sources, as well as the ability to analyze this information, draw conclusions, and make recommendations, is required.
• Exceptional written and verbal communication skills are required with peers, executives, and key stakeholders.
• Must demonstrate advanced problem-solving skills and exceptional attention to detail.
• Must be flexible and maintain positive working relationships with the ability to comfortably navigate ambiguity, significant autonomy, and a fast-paced, changing environment.
• Must have strong project management and prioritization skills and the ability to meet sensitive timelines.

The pay range for this non exempt position starts at $29.28 an hour. Our salaries are dependent on knowledge, skills, and experience.

In addition, our comprehensive benefits package for regular status employees includes:

• Medical, Dental, and Vision insurance with low premium cost
• Paid time off and paid holidays
• 401k plan with matching contribution
• Educational Assistance
• Employee discounts and more!