• Job Title: Patient Experience Coord-Lead
  • Job ID: 453451
  • Location: Shared Services
  • Department: Patient Experience
  • Full/Part Time: Full-Time
  • Regular/Temporary: Regular
  • Shift: Day
  • FTE %: 100
  • Salary Range Min: $18.15
  • Salary Range Max: $26.32

Position summary

Patient Experience Coord-Lead (Job Opening 453451) - The Patient Experience Coordinator Team Lead is responsible for oversight and goal setting related to patient relations functions and the patient experience coordinator role; will have daily operational oversight and interim supervisory responsibilities; scheduling and assignment of resources, timekeeping, leading departmental patient experience on-boarding activities, precepting new team members, triaging concerns to appropriate patient experience coordinators, resolution of complex or unusually sensitive issues, monitoring of internal department operations, including consistent and appropriate concern/complaint/grievance documentation and resolution. This position is responsible for providing patient experience training, coaching, mediation/issue resolution and providing support for hospital initiatives. They will participate in the training of new hires within the department and provides group and individual educational offerings based on best practices and organizational priorities. This position provides coaching to physicians, residents, students and staff on appropriate behaviors, conflict resolution tactics, responses and skills to promote positive perceptions; assists with providing patient and visitor information; and works to improve processes to elevate the service levels provided. The Patient Experience Coordinator Team Lead anticipates needs on a wide variety of escalated situations, acts independently and make decisions using available information.

Education and experience

Bachelor's Degree with emphasis in Social Work, Communications, Healthcare Management, Hospitality Management or related field or equivalent combination of education and experience is required. Supervisory or team lead experience preferred. Two to three years experience in hospitality or patient relations required. Experience with working with different levels within an organization is required.