Patient Experience Lead: Elevate Care & Feedback

Trillium Health; City of Rochester (NY); On-site; USD 55,000 - 85,000; Full time

Job summary

Trillium Health in Rochester, NY seeks a Patient Experience Coordinator to drive strategies and lead implementation to improve patient experience metrics. You will coach teams to deliver exceptional patient experiences and be the point of contact for feedback, ensuring follow-ups and resolutions across the organization.

The role focuses on improving satisfaction and outcomes, collaborating with operations, and coordinating quality initiatives within a mission-driven health system.

Qualifications

• Minimum 3 years of experience in a patient-facing setting with customer service and de-escalation.
• Associate's degree in Community and Human Services or related field preferred.
• Minimum 1 year of experience with EMR systems required; Epic strongly preferred.

Responsibilities

• Leads and supports organization-wide initiatives that enhance the patient experience and promote a culture of patient-centered care.
• Partners with department leaders to address patient experience challenges and implement improvement strategies.
• Develops clear standards regarding patient experience while respecting each health center's culture.
• Monitors patient experience metrics to identify trends and actionable recommendations.
• Serves as primary contact for patient feedback and ensures timely follow-up and resolution.

Skills

Communication

Organization

Multitasking

MS Office Proficiency

Education

Associate's degree in Community and Human Services or related field

Tools

EMR systems (Epic)

Job description

Trillium Health in Rochester, NY seeks a Patient Experience Coordinator to drive strategies and lead implementation to improve patient experience metrics. You will coach teams to deliver exceptional patient experiences and be the point of contact for feedback, ensuring follow-ups and resolutions across the organization.

The role focuses on improving satisfaction and outcomes, collaborating with operations, and coordinating quality initiatives within a mission-driven health system.