Patient Experience & Satisfaction Lead

Health Link Home Health and Hospice Agency; San Francisco (CA); On-site; USD 41,000 - 48,000; Full time

Job summary

Health Link Home Health & Hospice is seeking a Patient Experience Coordinator to support patient satisfaction, service recovery, and clear communication across Bay Area branches from our San Francisco office.

You will conduct patient experience follow-up calls, document concerns, coordinate with clinical, scheduling, intake, and operations teams, and escalate urgent issues to branch leadership to improve responsiveness and outcomes for patients and families.

Qualifications

• Experience in patient relations or customer service
• Healthcare-related experience is a plus
• Ability to document and track patient concerns

Responsibilities

• Conduct patient experience and follow-up calls for all branches
• Support patient satisfaction and HHCAHPS improvement initiatives
• Serve as a central point of contact for patient concerns and service recovery
• Collect and document information regarding patient complaints, concerns, and experience issues
• Coordinate with clinical, scheduling, intake, and operations teams to help resolve concerns timely
• Escalate urgent or unresolved concerns to branch management appropriately
• Follow up with patients and families regarding resolutions and ongoing concerns
• Track trends, complaints, and resolutions accurately
• Help identify operational, communication, or service barriers impacting the patient experience
• Support improvement initiatives focused on responsiveness, communication, and overall patient satisfaction

Skills

Clear communication

Interpersonal skills

Organizational skills

Multitasking

Problem-solving

Documentation

Job description

Health Link Home Health & Hospice is seeking a Patient Experience Coordinator to support patient satisfaction, service recovery, and clear communication across Bay Area branches from our San Francisco office.

You will conduct patient experience follow-up calls, document concerns, coordinate with clinical, scheduling, intake, and operations teams, and escalate urgent issues to branch leadership to improve responsiveness and outcomes for patients and families.