Patient Experience Coordinator

Jobtailor; Winchester (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor in Winchester, VA is seeking a dedicated professional to advance patient experience across the continuum of care. You will coordinate initiatives, manage service recovery, and respond to concerns to ensure timely resolution.

The role emphasizes collaboration with clinical and support teams, data-driven improvement, and routine patient rounding to enhance satisfaction, quality, and safety in a fast-paced healthcare setting.

Qualifications

• Bachelor’s degree in business, nursing, health care administration or related field is required; applicants enrolled in a bachelor’s program of study in nursing, healthcare administration, or a business-related field will be accepted
• BLS Certification (Basic Life Support) - American Heart ‘Healthcare Provider’ (HCP) - AHA approved required; new hires must have appropriate AHA certification prior to completion of orientation
• Minimum of five years of experience in the field is required
• Healthcare and/or clinical experience preferred
• Experience in patient experience, customer service, service recovery, quality improvement, or healthcare operations preferred
• Excellent listening, interpersonal, and empathy skills
• Strong verbal and written communication skills
• Professional telephone etiquette and customer service skills
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Teams
• Ability to navigate complex healthcare systems and connect patients with appropriate internal and external resources
• Strong analytical skills with the ability to identify trends and translate data into meaningful improvement opportunities

Responsibilities

• Champion exceptional patient and family experiences across the continuum of care
• Coordinate patient experience initiatives
• Manage service recovery efforts
• Respond to patient concerns and facilitate concern resolution
• Conduct routine patient rounding
• Support performance improvement activities related to patient satisfaction, quality, and safety
• Collaborate with operational, clinical, and support service teams to identify trends and improvement opportunities from patient feedback
• Analyze and report patient satisfaction and dissatisfaction data from surveys, complaints, compliments, and other feedback mechanisms
• Promote and communicate service excellence initiatives to multidisciplinary teams, volunteers, and support service departments
• Work with unit staff and leadership on real-time resolution of patient and family concerns
• Participate in new employee orientation, annual competencies, and ongoing education on customer service standards, empathy skills, and preoccupation with failure principles
• Coordinate implementation, education, utilization, and tracking of the organization’s Service Recovery Program
• Support patient experience goals through coaching, consultation, and collaboration with leaders and frontline staff
• Assist with developing and monitoring action plans to improve patient satisfaction and service excellence outcomes

Skills

Patient Experience Management

Service Recovery

Data Analysis

Communication

Empathy

Education

Bachelor’s degree in business, nursing, health care administration or related field

Enrollment in bachelor’s program acceptable

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Teams

Job description

• Champion exceptional patient and family experiences across the continuum of care


• Coordinate patient experience initiatives


• Manage service recovery efforts


• Respond to patient concerns and facilitate concern resolution


• Conduct routine patient rounding


• Support performance improvement activities related to patient satisfaction, quality, and safety


• Collaborate with operational, clinical, and support service teams to identify trends and improvement opportunities from patient feedback


• Analyze and report patient satisfaction and dissatisfaction data from surveys, complaints, compliments, and other feedback mechanisms


• Promote and communicate service excellence initiatives to multidisciplinary teams, volunteers, and support service departments


• Work with unit staff and leadership on real-time resolution of patient and family concerns


• Participate in new employee orientation, annual competencies, and ongoing education on customer service standards, empathy skills, and preoccupation with failure principles


• Coordinate implementation, education, utilization, and tracking of the organization’s Service Recovery Program


• Support patient experience goals through coaching, consultation, and collaboration with leaders and frontline staff


• Assist with developing and monitoring action plans to improve patient satisfaction and service excellence outcomes

Requirements

• Bachelor’s degree in business, nursing, health care administration or related field is required; applicants enrolled in a bachelor’s program of study in nursing, healthcare administration, or a business-related field will be accepted


• BLS Certification (Basic Life Support) - American Heart ‘Healthcare Provider’ (HCP) - AHA approved required; new hires must have appropriate AHA certification prior to completion of orientation


• Minimum of five years of experience in the field is required


• Healthcare and/or clinical experience preferred


• Experience in patient experience, customer service, service recovery, quality improvement, or healthcare operations preferred


• Excellent listening, interpersonal, and empathy skills


• Strong verbal and written communication skills


• Professional telephone etiquette and customer service skills


• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Teams


• Ability to demonstrate professionalism, integrity, and a commitment to organizational values and service excellence


• Knowledge of patient experience measurement methodologies and patient satisfaction metrics


• Ability to navigate complex healthcare systems and connect patients with appropriate internal and external resources


• Strong critical thinking, problem-solving, and conflict resolution skills


• Ability to coach, mentor, and influence staff while building collaborative relationships across disciplines


• Ability to organize, facilitate, and lead meetings and educational sessions


• Strong analytical skills with the ability to identify trends and translate data into meaningful improvement opportunities

Core Competencies

Demonstrates expertise in patient experience management, service recovery, and quality improvement within healthcare settings. Proficient in analyzing patient satisfaction data and implementing initiatives to enhance service excellence and operational efficiency.

Highest-signal resume keywords

• Patient Experience Management


• Service Recovery Coordination


• Quality Improvement Initiatives


• BLS Certification


• Healthcare Operations Experience

ATS Optimization Keywords

Hard Skills

• Patient Satisfaction Metrics


• Data Analysis


• Microsoft Office Proficiency


• Patient Experience Measurement Methodologies


• Conflict Resolution

Soft Skills

• Excellent Listening Skills


• Interpersonal Skills


• Empathy Skills


• Strong Verbal Communication


• Professional Telephone Etiquette

Certifications & Qualifications

• BLS Certification


• AHA Healthcare Provider Certification

Industry Keywords

• Patient Experience


• Service Excellence


• Healthcare Administration


• Clinical Experience


• Customer Service

Tools & Technologies

• Microsoft Outlook


• Microsoft Word


• Microsoft Excel


• Microsoft PowerPoint


• Microsoft Teams