Patient Experience Coordinator

MedStar Health
United States, Maryland, Baltimore
Jan 09, 2025
General Summary of Position The Patient Experience Coordinator (PXC) seeks to create a positive relationship with each patient and acts as an ambassador across entity departments by performing a variety of activities to assist leadership and the care team to meet departmental and organizational goals. Proactively rounds with patients and families and facilitates information exchange with members of the healthcare team to impact the patient experience positively. Identifies experience-related issues and finds resolutions by liaising with the healthcare team and/or other involved departments. Works in partnership with assigned teams and collaborates with the Director of Patient Experience to assist in implementing improvement strategies. Primary Duties and Responsibilities Seeks to create a positive relationship w/ each patient. Performs daily non-clinical rounding as assigned on patients and families to mitigate issues that can negatively impact the patient experience by taking ownership to ensure a successful outcome and closure in real time. Ensures all necessary follow-up/action items are completed, reported, and documented in order to close the loop. Seeks to integrate into the teams on assigned departments. Tracks and trends patient/family service concerns observed or discovered during rounds. Identifies system/process-related opportunities and works collaboratively with involved parties to resolve. Participates in, various process improvement activities, as applicable, aimed at improving the patient experience. Communicates and interacts with patients, families, associates, and others in a compassionate, empathetic, courteous, and respectful manner. Uses available data sources to identify opportunities for improvement in assigned departments and enhance the patient/family experience. Initiates at least one Performance Improvement initiative per assigned department each year related to patient experience Minimum Qualifications Education Associate's degree required and Bachelor's degree in hospitality, marketing, communications, or business development preferred Experience 1-2 years Relevant work experience preferred This position has a hiring range of $23.19 - $40.61