Patient Experience Coordinator - 40 hours/week 8am-4:30pm

Company: Emerson Hospital
Location: Concord
Posted on: May 17, 2025

Job Description:

Patient Experience Coordinator - 40 hours/week 8am-4:30pm
Job Ref: 32283

Category: Clerical & Administrative Support

Location:

Emerson Hospital,
133 Old Road to Nine Acre Corner,

Concord,
MA 01742




Department: Quality & Pt Safety

Schedule: Full Time

Shift: Day shift

Hours: 8-430






Job SummaryUnder the supervision of the Director of Infection Prevention, Clinical Compliance and Patient Safety, the Patient Experience Coordinator serves as the lead internal patient experience consultant for all Emerson Hospital healthcare personnel. They perform a wide variety of functions designed to implement, coordinate, and maintain the integrity of the Patient Experience program. All duties will be performed in a manner that promotes teamwork and reflects the mission and vision of the hospital and the department.Acting as Patient Advocate, the Patient Experience Coordinator oversees the process for daily review and triage of all event reports related to complaints and grievances logged within the safety reporting platform as well as those generated by phone call or direct conversation. The Coordinator facilitates investigation of events and the development of corrective actions and monitoring plans and completes documentation of these actions for high reliability quality/safety improvement and to support regulatory patient disclosure and follow up. The Advocate closely coordinates with Risk Management and QPS Leadership to ensure review of care concerns.The Patient Experience Coordinator will also serve as the Emerson ADA Coordinator and serve as a resource to patients and support persons to ensure equity and access to care.Minimum Qualifications* Educationo Graduate of an accredited Bachelor's program in Social Work, Psychology, human services or a related field* Experienceo 3 years of previous experience in a healthcare organization working with diverse populations or 3 years of previous experience in community outreach/engagement or customer service roleso Familiarity with healthcare federal and state law/regulations.* Licensure and/or Certificationo None* Skillso Strong written and verbal communication skills and exemplary conflict resolution skill seto Detail Orientedo Ability to manage data and generate reportso Knowledge of statistical processes and measurement techniqueso Ability to work independently and facilitate teamso Organizational skillso Management skillso Presentation skillso Excellent customer service skillso Experience in leading by influence and ability to inspire otherso Proven problem solving, process improvement and project management skillso Able to read, write, and communicate in Englisho Computer skills appropriate to positiono Ability to maintain confidential information

Keywords: Emerson Hospital, Chicopee , Patient Experience Coordinator - 40 hours/week 8am-4:30pm, Other , Concord, Massachusetts