Patient Experience Coordinator

KDMC Ashland Hospital Corporation; United States; On-site; USD 38,000 - 54,000; Full time

Job summary

UK King’s Daughters is seeking a Patient Advocate to serve as a liaison among patients, families, staff and visitors, promoting positive experiences within the Medical Center. You will resolve non-medical concerns, ensure responsive communication, and connect families with appropriate resources.

Responsibilities include collaborating with the charge nurse, relaying information to authorized persons, and following up until resolution, with adherence to hospital policies.

Qualifications

• Strong communication and listening skills.
• Commitment to patient and family satisfaction.
• Ability to liaise between patients, families, staff and visitors.

Responsibilities

• Serve as advocate and liaison among patients, families, staff and visitors.
• Coordinate non-medical information and resolve concerns to improve satisfaction.
• Communicate patient information to families and authorized persons.
• Relate processes and answer inquiries from authorized individuals.
• Refer families to resources within the Medical Center and follow up for resolution.
• Collaborate with nursing staff to stay informed about patient conditions and treatments.
• Propose changes to prevent recurring complaints and ensure timely responses.

Skills

Communication

Customer service

Education

2-3 years healthcare experience

High school diploma or equivalent

Job description

At UK King's Daughters, we’re not just a healthcare facility — we’re a family of dedicated professionals who share a passion for making a meaningful difference in the lives of our patients. We’re more than just a place to work; we’re a place to grow, thrive, and contribute to our community.

Job Description: Job Summary Responsible for serving as advocate, liaison, information resource, and communication link among patients, families, staff, and visitors. Facilitates resolution of non-medical concerns to enhance customer satisfaction. Coordinates communication to ensure understanding and support. Promotes positive experiences within the Medical Center. Ensures responsiveness to inquiries and concerns.

Essential Functions

• Collaborates with the charge nurse to stay informed about each patient’s condition, treatments, and procedures.
• Communicates relevant patient information to families and authorized persons.
• Greets family members and attends to their needs for comfort and privacy.
• Listens to and investigates concerns voiced by patients, family members, and visitors.
• Relays concerns to nursing staff and physicians as appropriate.
• Provides information about processes and answers inquiries from authorized individuals.
• Recommends changes to prevent recurring patient or visitor complaints.
• Follows up with family members until a resolution or response is achieved.
• Refers family members and visitors to appropriate resources within the Medical Center.
• Performs other duties as assigned.

Education Requirement

High school diploma or equivalent experience

Experience Requirement

2-3 years of experience in a healthcare, clinical setting, or a relevant area. An equivalent combination of education and experience may be considered. All experience must be paid and in the same related field. Part-time and PRN experience will be prorated based on hours worked per week. Volunteer work and internships for academic credit are not counted.

Certifications & Licensures

N/A

Working Conditions

• A. Lifting, pushing, and/or pulling objects up to 50lbs: 2. Occasional (< 10% of the time)
• B. Lifting, pushing, and/or pulling objects over 50lbs: 1. Never
• C. Standing or walking with objects up to 10lbs: 3. Intermittent (10% - 50% of the time)
• D. Standing or walking with objects up to 25lbs: 2. Occasional (< 10% of the time)
• E. Sitting at computer workstation for extended periods: 4. Regular (> 50% of the time)
• F. Risk of back injury from moving, lifting or positioning patients, equipment, or materials: 2. Occasional (< 10% of the time)
• G. Repetitive motion: 4. Regular (> 50% of the time)
• H. Working at heights above 4 feet: 1. Never
• I. Working in confined spaces: 1. Never
• J. Risk of injuries from use of equipment on the job: 2. Occasional (< 10% of the time)
• K. Job-related travel: 2. Occasional (< 10% of the time)
• L. Loud noises: 1. Never
• M. Temperature extremes: 1. Never
• N. Hazardous chemicals and fumes including waste: 1. Never
• O. Radiation: 1. Never
• P. Burns: 1. Never
• Q. Cuts/Punctures: 2. Occasional (< 10% of the time)
• R. Bloodborne/airborne pathogens: 1. Never
• S. Recombinant DNA or viral vectors: 1. Never
• T. Combative/violent people: 1. Never
• U. Animal handling (including carcasses): 1. Never
• V. Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A

Physical Demands

This position requires regular sitting at a computer workstation for extended periods of time; regular performance of tasks with repetitive motions (such as typing or data entry); intermittent standing or walking with objects weighing up to 10 pounds; occasional standing or walking with objects weighing up to 25 pounds; and occasional lifting, pushing, and/or pulling of objects weighing up to 50 pounds. Also involves occasional risk of back injury from moving, lifting, or positioning equipment or materials; occasional risk of injuries from use of equipment on the job; and occasional exposure to cuts or punctures. Occasional job-related travel may also be required.

Additional Job Descriptions

N/A

Department: Cardiac Cath Lab Shift: Day (United States of America) Time Type: Full time Address: 2201 Lexington Avenue City, State: Ashland, Kentucky