Quality & Patient Experience Coordinator – Quality

Blue Mountain Hospital District; Oregon, Northern (WI, KY); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Blue Mountain Hospital District is seeking a Quality & Patient Experience Coordinator to support the Quality Department with data collection, reporting and improvement initiatives. You will coordinate patient experience programs, manage complaints, and help ensure survey readiness across hospital and rural clinic settings.

The role emphasizes data validation, dashboard preparation, and collaboration with department leaders to drive service improvements while maintaining confidentiality and

Qualifications

• High school diploma or equivalent required.
• Experience with healthcare quality reporting and patient experience programs or equivalent.
• Strong communication, organization, and analytical skills.
• Experience with Microsoft Office and electronic health records.

Responsibilities

• Coordinate the Patient Experience Program for the hospital and Rural Health Clinic.
• Serve as the primary contact for compliments, concerns, and routine complaints.
• Coordinate complaint investigations with department leaders.
• Escalate grievances to the Quality Manager and/or Risk & Compliance Officer.
• Maintain complaint and compliment database.
• Analyze trends and support service recovery initiatives.
• Monitor patient satisfaction data (Press Ganey, HCAHPS, ED, and clinic).
• Prepare patient experience dashboards for review.
• Work with departments on improvement plans.
• Assist with MBQIP, eCQM, Promoting Interoperability, and clinic quality reporting.
• Validate quality data prior to submission.
• Perform chart audits and data abstraction.
• Prepare dashboards and reports for Quality Manager review.
• Support QAPI initiatives and improvement projects.
• Maintain documentation supporting quality reporting and survey readiness.

Skills

Strong communication

Organizational skills

Analytical skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Electronic Health Records

Job description

Quality & Patient Experience Coordinator - Quality

Schedule: Full Time

Positions Available: 1

Job Location Type: On-site

Job Location: Blue Mountain Hospital, John Day, OR

Position Summary

The Quality & Patient Experience Coordinator provides analytical and technical support to the Quality Department by coordinating patient experience initiatives, complaint management, quality reporting, data validation, and performance improvement activities. The position serves as the primary coordinator for patient experience while supporting quality reporting and improvement efforts, and assists with data collection, reporting, survey readiness and committee support.

Essential Functions and Responsibilities

Patient Experience Coordination

• Coordinate the Patient Experience Program for the hospital and Rural Health Clinic.
• Serve as the primary contact for compliments, concerns, and routine complaints.
• Coordinate complaint investigations with department leaders.
• Escalate grievances to the Quality Manager and/or Risk & Compliance Officer.
• Maintain complaint and compliment database.
• Analyze trends and support service recovery initiatives.
• Monitor Press Ganey, HCAHPS, ED, and clinic patient satisfaction data.
• Prepare patient experience dashboards for review.
• Work with departments on improvement plans.

Quality Reporting & Data Validation

• Assist with MBQIP, eCQM, Promoting Interoperability, and clinic quality reporting.
• Validate quality data prior to submission.
• Perform chart audits and data abstraction.
• Prepare dashboards and reports for Quality Manager review.

Performance Improvement Support

• Support QAPI initiatives.
• Collect and analyze quality data.
• Assist departments with improvement projects.

Regulatory Support

• Maintain documentation supporting quality reporting.
• Support survey documentation as assigned.
• Maintain confidentiality.

Education, Experience, Certification & Licensure

Required:

• High school diploma or equivalent.
• Experience with healthcare quality reporting and patient experience or equivalent combination of education and experience.
• Strong communication, organization, and analytical skills.
• Experience with Microsoft Office and electronic health records.

Preferred:

• Experience in the practice of Six Sigma and LEAN Methodologies.
• Knowledge of Critical Access Hospital, Rural Health Clinic quality programs.
• CPHQ certification or willingness to obtain within two years of hire date.

Why Blue Mountain Hospital District & Grant County?

The Blue Mountain Hospital District (BMHD) is located in Grant County, Oregon, at the heart of the John Day River, in beautiful, rural, Eastern Oregon. Our District is comprised of a Critical Access Hospital (CAH), Family & Rural Medicine Clinic, Home Care and Hospice, Emergency Medical Services, an Intermediate Care Center and all of the supporting ancillary departments necessary to care for the health and wellness of our community.

Our District spans from John Day to Prairie City, nestled in a valley surrounded by the Blue Mountains. The Strawberry Mountain Range and John Day River Valley offer a variety of outdoor activities, from abundant hiking/mountain biking/horse riding trails to high and low lakes and ponds. Our area is known to be a "go to" place not just for recreation, but also for big game hunting and fishing!

Join our family-like team and settle into a lifestyle that is hard to beat!