Patient Experience & Service Recovery Specialist

Stormont-Vail HealthCare; Topeka (KS); On-site; USD 48,000 - 64,000; Full time

Job summary

Stormont Vail Health is seeking an Experience Coordinator to manage patient concerns and service recovery across departments. The role emphasizes empathetic, relationship-centered communication and timely resolution of complaints in both outpatient and inpatient settings.

The position requires a health-related Bachelor's degree and at least 3 years of healthcare or customer service experience, along with strong writing and collaborative skills to drive improvement efforts and regulatory

Qualifications

• Bachelor's degree in a health-related field is preferred.
• 3 years healthcare or customer service experience required.
• Strong written communication and relationship-centered care skills are required.

Responsibilities

• Primarily responsible for direct collaboration and consultation with all Stormont Vail departments to enhance the patient experience.
• Receive, track, and document patient communications into the grievance system and follow up to exceed expectations.
• Work with frontline staff to identify and implement experience improvements and proactive education.
• Participate in regular experience rounding to identify issues.
• Support department directors in resolving concerns within designated timeframes.
• Be knowledgeable of Advance Directives, Patient Bill of Rights, and applicable laws and standards.
• Refer to appropriate department when a potential liability or HIPAA issue arises.
• Oversee all aspects of the patient voting process and maintain notary certification.

Skills

Written communication

Relationship-centered care

Active listening

Empathy

Conflict resolution

Facilitation

Problem solving

Crisis intervention

Leadership and collaboration

Education

Bachelor's Degree health related field

Tools

Electronic Medical Records (EMR)

Job description

Stormont Vail Health is seeking an Experience Coordinator to manage patient concerns and service recovery across departments. The role emphasizes empathetic, relationship-centered communication and timely resolution of complaints in both outpatient and inpatient settings.

The position requires a health-related Bachelor's degree and at least 3 years of healthcare or customer service experience, along with strong writing and collaborative skills to drive improvement efforts and regulatory