Patient Experience & Service Recovery Specialist

Stormont-Vail HealthCare; Topeka (KS); On-site; USD 28,000 - 41,000; Part time

Job summary

Stormont Vail Health is seeking an Experience Coordinator for part-time, first shift in Topeka. The role focuses on managing patient concerns, improving the patient experience, and collaborating across clinical and administrative teams in both inpatient and outpatient settings.

Responsibilities include grievance intake and resolution, service recovery, and maintaining regulatory awareness, with travel as needed. Strong communication and empathy are essential.

Qualifications

• Bachelor's Degree health related field. Preferred
• 3 years Healthcare, Customer Services or related experience. Required
• Strong written communication and relationship‑centered care skills

Responsibilities

• Collaborate with Stormont Vail departments to enhance the patient's experience
• Receive, track, and deliver patient communications into the grievance system; follow up to exceed expectations
• Work with front line staff to design and implement experience improvements
• Participate in regular experience rounding to identify issues
• Support department directors in resolving concerns within designated timeframes
• Knowledgeable of Advance Directives, Patient Bill of Rights, and related laws and standards (TJC/HIPAA)
• Refer to appropriate department for potential liability or HIPAA violations
• Oversee all aspects of the patient voting process
• Maintain notary certification
• Travel up to 10% to other Stormont Vail locations
• Adhere to Stormont Vail's Remote Worker policies

Skills

Written communication

Relationship skills

Empathy

Conflict resolution

Problem solving

Crisis intervention

Education

Bachelor's Degree health related field

Job description

Stormont Vail Health is seeking an Experience Coordinator for part-time, first shift in Topeka. The role focuses on managing patient concerns, improving the patient experience, and collaborating across clinical and administrative teams in both inpatient and outpatient settings.

Responsibilities include grievance intake and resolution, service recovery, and maintaining regulatory awareness, with travel as needed. Strong communication and empathy are essential.