Coordinator Patient Experience - Quality Management

About the role

In a High‑Reliability Organization, the Coordinator of Patient Experience is responsible for supporting action plans that drive behavior change, process improvement, and environmental changes based on patient experience data. The role utilizes data from patient engagement surveys, complaints, and grievances to support hospital‑wide process improvement and to meet national metric benchmarks for patient experience.

Responsibilities

• Meets expectations of the applicable OneCHRISTUS competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Supports the overall hospital program to achieve excellent patient experience in all areas, utilizing improvement programs based on identified patient experience needs.
• Champions departments on initiatives designed to improve the patient experience through behavior change, process improvement, or environmental factors.
• Supports hospital leadership in making measurable improvements in patient‑experience satisfaction measures and achieving CHRISTUS targets and goals related to patient opinion and services.
• Coordinates problem investigation, resolution, response, and prevention using data derived from surveys, complaints, and grievances.
• Coordinates the program to meet regulatory requirements for complaints and grievances documentation and response.
• Supports leadership in multi‑disciplinary teams to manage initiatives related to the patients’ experience.
• Promotes patient experience with hospital and unit‑based action plans.
• Under the direction of the Director of Quality Management, provides reports and presentations on patient experience for hospital leadership.
• Uses PDSA and HRO performance‑improvement techniques to support process improvement.
• Must have excellent communication skills (written, verbal, and listening).
• Must have excellent interpersonal and organizational skills.

Requirements

• High school diploma or equivalent (required).
• Associate degree (preferred).
• At least 1 year of experience in education, customer service, or process improvement (preferred).
• Experience supporting multi‑functional teams (required).
• Experience in a healthcare setting (required).
• No specific licenses, registrations, or certifications required.

Schedule

Full‑time, Monday – Friday, 8 AM – 5 PM.