Patient Experience Coordinator - Full Time First Shift

Valley Health; Winchester (VA); On-site; USD 36,000 - 55,000; Full time

Benefits offered by this job

Zero-deductible health plan

Dental and vision insurance

Generous Paid Time Off

Tuition Assistance

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 care continuum. You will coordinate patient experience initiatives, manage service recovery, respond to concerns, conduct patient rounding, and support performance improvement affecting satisfaction and safety.

The role collaborates with clinical, operational, and support teams to identify trends from feedback, complaints, and rounding activities, driving coaching and education

Qualifications

• Bachelor’s degree in business, nursing, health care administration or related field is required. Will accept applicant enrolled in bachelor's program.
• Master's degree is preferred.
• Minimum of five years of experience in the field is required.
• BLS Certification (Basic Life Support) - American Heart Healthcare Provider - AHA approved required prior to orientation.

Responsibilities

• Model service excellence in all patient interactions.
• Develop and sustain a culture of service excellence.
• Collaborate with departmental leaders to identify, implement, and evaluate process improvements that enhance patient experience.
• Analyze and report patient satisfaction data to identify trends and support improvements.
• Promote service excellence initiatives to multidisciplinary teams and support departments.
• Conduct routine patient rounding and assist in real-time resolution of concerns.
• Participate in orientation and ongoing education on customer service standards and empathy.
• Coordinate the implementation and tracking of the Service Recovery Program.
• Support patient experience goals through coaching and collaboration.
• Assist with action plans to improve patient satisfaction and service outcomes.

Skills

Empathy

Interpersonal skills

Communication skills

Customer service

Telephone etiquette

Data analysis

Coaching/mentoring

Meeting facilitation

Microsoft Office

Education

Bachelor's degree in business/healthcare administration/nursing

Master's degree preferred

Tools

Microsoft Office Suite

Job description

As one of the nation's Top 15 Health Systems, recognized by Premier and Modern Healthcare, Valley Health is a place where excellence, compassion, and purpose come together. This distinction reflects our commitment to exceptional patient care, clinical quality, and the caregivers who make it all possible.

Department

CUSTOMER SERVICES & PAT EXPER - 108308

Worker Sub Type

Regular

Work Shift

First Shift (United States of America)

Pay Range

$26.45 - $39.68

Job Description

The Patient Experience Coordinator supports the organization's mission, vision, and values by championing exceptional patient and family experiences across the continuum of care. This role coordinates patient experience initiatives, manages service recovery efforts, responds to patient concerns, conducts patient rounding, and supports performance improvement activities that positively influence patient perception and satisfaction.

The coordinator collaborates closely with operational, clinical, and support service teams to identify trends and opportunities from patient feedback, satisfaction surveys, complaints, compliments, and rounding activities. Through a combination of service recovery, data analysis, education, coaching, and performance improvement, this position supports organizational goals related to patient satisfaction, quality, and safety.

The Patient Experience Coordinator serves as a trusted resource for patients, families, and staff by facilitating concern resolution, promoting accountability, and fostering a culture of continuous improvement and service excellence throughout the organization.

Responsibilities And Duties

• Models service excellence principles in all interactions with patients, families, staff, providers, volunteers, and community partners.
• Supports the development, enhancement, and sustainability of a culture of service excellence for both external and internal customers.
• Collaborate with departmental leaders, nursing teams, ancillary departments, and support services across multiple service lines to proactively identify, develop, implement, and evaluate process improvement initiatives that enhance the patient experience.
• Analyzes and reports patient satisfaction and dissatisfaction data obtained through surveys, complaints, compliments, and other feedback mechanisms to identify trends and support improvement strategies.
• Promotes and communicates service excellence initiatives to multidisciplinary teams, volunteers, and support service departments through various communication channels.
• Conducts routine patient rounding and works closely with unit staff and leadership to identify and assist in the real-time resolution of patient and family concerns.
• Participates in new employee orientation, annual competencies, and ongoing education focused on customer service standards, empathy skills, and preoccupation with failure principles to help staff anticipate and address patient dissatisfaction.
• Coordinates the implementation, education, utilization, and tracking of the organization's Service Recovery Program, empowering staff to take ownership and accountability for enhancing and humanizing the patient and family experience.
• Supports organizational patient experience goals through coaching, consultation, and collaboration with leaders and frontline staff.
• Assists with the development and monitoring of action plans aimed at improving patient satisfaction and service excellence outcomes.

Education

Bachelor’s degree in business, nursing, health care administration or related field is required. Will accept applicant enrolled in bachelor's program of study (nursing, healthcare administration, business related field).

Master's degree is preferred.

Experience

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.

Certification & Licensures

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

Qualifications

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.

Benefits

At Valley Health, we believe everyone is a caregiver, and our goal is to create an environment where our caregivers thrive physically, financially, and emotionally. In addition to a competitive salary, our most popular benefits for full-time employees include:

• A Zero-Deductible Health Plan
• Dental and vision insurance
• Generous Paid Time Off
• Tuition Assistance
• Retirement Savings Match
• A Robust Employee Assistance Program to help with many aspects of emotional wellbeing
• Membership to Healthy U: An Incentive-Based Wellness Program

Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development. In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more.

To see the full scale of what we offer, visit valleyhealthbenefits.com.