RN Patient Experience Lead & Advocate

Universal Health Services; Laredo (TX); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Paid time off

Excellent benefits packages

401(K) with company match

Tuition reimbursement

Career development across 300+ UHS loc

Job summary

Doctors Hospital of Laredo, part of Universal Health Services, seeks a Patient Experience Coordinator in Laredo, TX. The role partners with DHL management to monitor patient experience strategies, educate staff on AIDET and service excellence, and drive improvements through data and feedback.

The position focuses on optimizing patient perception, service recovery, and advocacy programs, with a goal of delivering extraordinary care and a WOW patient experience across the DHL team.

Qualifications

• RN license required.
• Associate's degree required; Bachelor's preferred.
• Minimum 5 years' experience in consumer advocacy or patient relations.
• Demonstrated experience with patients and families.
• Progressive leadership background preferred.
• BLS/ACLS required.

Responsibilities

• Daily leadership rounding with AIDET and nursing bundle observations/coaching.
• Attend leadership rounding debriefing; compile feedback and create action plans.
• Identify improvement opportunities related to nursing bundle components (Bedside shift report, Intentional Rounding, Individualized Care, Discharge calls).
• Manage complaints in the system; ensure timely identification and resolution; respond to grievances per regulatory requirements.
• Provide Press Ganey education and access; collaborate on action plans for performance improvement.
• Monitor patient experience scores; report trends monthly.
• Disperse comments to management; track feedback and create monthly action plans.

Skills

RN License

Leadership experience

Patient advocacy

Communication skills

BLS/ACLS

Clinical experience

Education

Associate's Degree

Bachelor's degree

Job description

Doctors Hospital of Laredo, part of Universal Health Services, seeks a Patient Experience Coordinator in Laredo, TX. The role partners with DHL management to monitor patient experience strategies, educate staff on AIDET and service excellence, and drive improvements through data and feedback.

The position focuses on optimizing patient perception, service recovery, and advocacy programs, with a goal of delivering extraordinary care and a WOW patient experience across the DHL team.