JOB DESCRIPTION

Job Title: Patient Experience Coordinator Department: Clinical Operations

Reports To: Client Service Manager FLSA Status: Non-Exempt

Summary: The Patient Experience Coordinator is an important member of the clinical care team and ensures
patients and their families experience exceptional customer service in the Emergency Department. The PEC will
provide on-going patient advocacy and customer service by completing customer service rounds to assigned
patients and families, surveying patients on their experience, gathering patient responses into a database, and
performing other tasks as needed that are focused on improving the patient experience and overall efficiency of
the emergency department. As the primary point of service recovery for patients, the PEC will effectively
communicate any questions or negative patient experiences to the healthcare team. The PEC actively participates
in all phases of the patient advocacy process with excellent customer service.

Essential Duties and Responsibilities:

● Advocate for patient’s and their families by partnering with the clinical care team to ensure service
recovery when appropriate.
● Consistently demonstrates the Hospital’s core values and patient care expectations
● Improves patient satisfaction survey scores and increases survey response rates
● Conducts customer service rounds
● Effectively communicates complaints, questions and patient issues to the clinical care team
● Proactively ensures patient and family needs are met by assisting the emergency department with
non-clinical tasks
● Collaborates in navigating patients through the complete continuum of care (needs ranging from minimal
to complex), and looks to identify areas of opportunity to improve the process
● Identifies opportunities for improving the process and incorporates it into the feedback process for
operational team to address
● Develops appropriate relationships with ED staff and the clinical care team to maximize the patient
experience across departmental and physician/provider lines
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: High School Diploma or GED required; Associates degree preferred. Skilled in providing
appropriate patient information at the direction of the clinical team.

Language Ability: Ability to compassionately interact with patients/families and the emergency department team.
Exceptional relationship building and customer service; effectively communicate to doctors, patients and other
hospital staff as necessary.

Reasoning Ability: Ability to apply common sense understanding to carry out detailed and involved written or
oral instructions.

Technical/Computer Skills: Ability to operate a computer to complete basic tasks such as complete surveys as
required.

Certificates and Licenses: N/A

1 2022
 JOB DESCRIPTION

Supervisory Responsibilities: N/A

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential
functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

● While performing the duties of this job, you must be able to stand for extended periods of time and
verbally communicate with professional level personnel.

Performance Assessment

The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties
may be assigned based on management discretion.

ACKNOWLEDGED:

Employee’s Signature Date

2 2022