Patient Experience & Grievance Specialist

100 Stormont-Vail HealthCare, Inc.; United States; Hybrid; USD 52,000 - 72,000; Full time

Job summary

Stormont Vail Health is seeking an Experience Coordinator to serve as a liaison between patients, families, and hospital departments. The role entails managing proactive service recovery, complaints, and grievances across outpatient and inpatient settings, with investigations, documentation, and regulatory awareness.

You will collaborate with physicians, administrators, and frontline staff to identify trends, coordinate resolutions, and improve the overall patient experience while maintaining

Qualifications

• Requires strong written communication skills and relationship-centered care or interpersonal skills: listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, and problem solving and crisis intervention.

Responsibilities

• Direct collaboration and consultation with all Stormont Vail departments to enhance the patient experience.
• Receive, track, and deliver patient communication from all access points into the grievance system.
• Follow up and document on all patient contacts to exceed expectations in the grievance system.
• Work closely with front line staff to identify, plan, design and implement experience improvement.
• Focus on proactive work including education, consultation, and improvement activities.
• Participate in regular experience rounding to identify issues from the organization's perspective.

Skills

Strong written communication

Relationship-centered care

Leadership/collaboration

Education

Bachelor's degree in health-related field

Job description

Stormont Vail Health is seeking an Experience Coordinator to serve as a liaison between patients, families, and hospital departments. The role entails managing proactive service recovery, complaints, and grievances across outpatient and inpatient settings, with investigations, documentation, and regulatory awareness.

You will collaborate with physicians, administrators, and frontline staff to identify trends, coordinate resolutions, and improve the overall patient experience while maintaining