Job Description
JOB TITLE: Coordinator, Patient Experience
SUPERSEDES: 03/18, 01/19, 11/20, 03/26 (Coordinator, Patient Experience
Improvement)
FLSA: Exempt
JOB CODE: 9016
ISSUED: 03/2018
REVISED: 03/2026
BASIC FUNCTION AND RESPONSIBILITY
The Coordinator, Patient Experience serves as a member of the Emergency Department (ED) leadership team, working closely with physicians, nursing leadership, frontline staff, quality teams, and patient experience partners to drive sustainable improvement and support a therapeutic environment. Facilitates communication between families and the care team and helps to resolve non-clinical concerns. Tracks and analyzes patient experience data to inform quality improvement efforts that enhance patient flow, communication, and overall experience of care.
ESSENTIAL FUNCTIONS
Greets and orients patients and visitors on arrival and provides a basic
overview of ED processes, triage, and expected wait times. Escorts family members to the bedside when appropriate and permitted by ED clinical staff. Provides assistance with navigating the hospital system, including check-in processes, visitor expectations, and hospital amenities.
Collaborates with ED nursing, registration, and physician leaders to support coordinated communication. Answers questions and provides routine non-clinical updates on patient status, wait time expectations, and care progression.
Identifies, addresses, and resolves patient and visitor concerns with prompt escalation to leadership when appropriate.
Evaluates ED workflows that impact patient flow, wait times, communication, and transitions of care, identifying impacts on the patient experience and recommending process changes.
Maintains the patient event reporting system; tracks, analyzes, and trends patient feedback and patient experience themes; escalates significant concerns and recommends targeted interventions; supports continuous quality improvement initiatives that enhance patient flow, communication, and the overall experience of care.
Maintains working knowledge of clinical operations, patient rights and safety precautions, and available hospital amenities and services.
Reinforces teamwork and contributes to a therapeutic environment in high-stress situations.
May complete unit/department-specific duties as outlined in department documents.
KNOWLEDGE, SKILLS AND ABILITIES
Strong interpersonal and customer service skills to interact professionally with patients, families, and clinical staff in a healthcare environment.
Ability to recognize patient and visitor needs quickly and provide appropriate support, including escorting or assisting with mobility equipment.
Applies working knowledge of hospital or clinical layouts, departmental functions, and patient care services to effectively guide and assist patients and visitors.
Understands and adheres to hospital safety, infection control, and visitor management protocols, particularly at facility entrances and public access points.
Ability to manage multiple tasks in a fast-paced healthcare setting while maintaining a professional and composed demeanor.
Utilizes computer and electronic systems to assist with visitor tracking, badge issuance, and information retrieval in support of clinical operations.
SUPERVISION RECEIVED
Supervision is received from the Director or Manager of Patient Experience.
SUPERVISION EXERCISED
None
REQUIRED QUALIFICATIONS
Bachelor’s degree or an equivalent combination of education and experience from which comparable knowledge, skills, and abilities can be obtained.
Four (4) years of progressively responsible experience in healthcare, patient-centered care, patient experience, or quality improvement.
PREFERRED QUALIFICATIONS
Master's degree.
Additional license/certification requirements as determined by the hiring department.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met with or without reasonable accommodation. The performance of these physical demands is an essential function of the job. This position is very active and may require ambulating, remaining in a stationary position and positioning self to reach and/or move objects above the shoulders and below the knees. The employee may frequently lift and/or move objects up to 10 lbs and occasionally move objects up to 25 lbs.
This role may also routinely come into contact with patients who may have contagious illnesses. This position is in a health care facility open 24 hours a day, 365 days a year. Rotating shifts as well as holiday and work during inclement weather will be required.
PERFORMANCE EXPECTATIONS
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job; however, completion of these duties is a measure of successful performance. Employees of this job classification are subject to performance reviews. Basic function, responsibilities and characteristics duties may change at any time with or without notice.
SAFETY SENSITIVE STATUS
This position is considered safety sensitive.
This document is a general description of typical job duties, responsibilities and qualifications of employees holding the associated job title. Additional duties, specific qualifications and work emphasis may vary between individual positions.