Patient Experience & Service Improvement Coordinator

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

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