Patient Experience Coordinator, UHS Wilson Medical Center Shift Day Hours per week: 40 Salary range: $25.27 - $37.90 per hour, depending on experience. Overview Establishes relationships of trust and confidence interacting with patients, families, care staff, physicians and other hospital and outpatient services to investigate and resolve patient and family concerns, complaints and grievances. Establishes systematic processes for the timely investigation and resolution of patient and family related issues and concerns, within CMS, TJC and DOH regulatory guidelines. Analyzes data to identify trends and themes from patient and family complaints and grievances and recommends opportunities in processes and training to remediate the cause of trends and themes. Represents the organization and its senior leadership in connecting with patients and families in a compassionate manner and with empathy, fulfilling a patient advocacy role while performing a comprehensive, balanced investigative process. Functions as the subject matter expert for management and staff in managing and resolving issues, de-escalating difficult situations and finding a mutually agreeable resolution whenever possible. Education/Experience Minimum Required: + Associate’s Degree or 5 years of progressive health care experience and/or customer service experience in lieu of Associate’s Degree. + 3 years relevant health care experience and/or customer service experience Preferred: + Bachelor’s Degree in Social Work or health care related field with 2 years relevant health care or customer service experience. + Demonstrated success in mediating, negotiating and resolving concerns and accessing resources and information to assist in resolution. + Knowledge of quantitative (statistical) analysis, as well as qualitative (content) analysis. + Health Care System experience or Physician Office experience + Knowledge and proficiency in Microsoft Office (Word, Excel, Powerpoint) License/Certification Minimum Required: + Not Applicable Preferred: + Not Applicable About United Health Services United Health Services is a not-for-profit healthcare system serving more than 500,000 people in Upstate New York’s Southern Tier region. We offer integrated healthcare services across 60 locations, including four hospitals, three walk-in centers, and 22 primary care offices, in addition to home care services and senior living facilities. The United Health Services system employs more than 6,300 people and comprises 600+ providers who are all committed to providing and supporting the delivery of exceptional patient care. United Health Services employees and providers are “LOVED!” This means we’re Living Our Values Every Day. Here, you’ll join a team that is dedicated to values-based, coordinated patient care. Every day, we outwardly live our Values of Compassion, Trust, Respect, Teamwork, and Innovation. About New York’s Southern Tier As an employee of United Health Services, you’ll call the Southern Tier, or more specifically, the Greater Binghamton area, home. Known for entertainment and restaurants, craft brews, outdoor experiences, minor-league sports, family-friendly events, and a keenness for local history (like our connection to the Twilight Zone and our six antique carousels), Greater Binghamton offers something for everyone. We’re a short drive away from the Finger Lakes region in Central New York, three hours from New York City, and just shy of four hours from Niagara Falls, Canada. ---- United Health Services in an Equal Opportunity Employer. United Health Services, Inc. and the members of the UHS System neither are affiliated with, sponsored, endorsed nor approved by, nor otherwise associated with, Universal Health Services, Inc. (NYSE: UHS), UHS of Delaware, Inc. nor their affiliates, which can be found at www.uhsinc.com.