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Job Summary:

The Patient Experience Coordinator (PXC) is responsible for leading and enhancing the overall care experience at Mary Washington Healthcare by overseeing the daily operations of the Service Excellence department and its associated programs in collaboration with department leadership. Department programs include, but are not limited to, service recovery, recognition and Patient and Family Advisor Council (PFAC). This PXC will ensure the effective implementation and oversight of departmental systems, including care experience surveys and data gathering processes. This role involves collaborating with external partners to maintain system functionality and optimize performance.

Essential Functions & Responsibilities:

Program Management –

Lead the planning, execution, and evaluation of Service Excellence programs, ensuring alignment with organizational goals and patient experience standards. Oversee the system service recovery program, including tracking and trending service recovery activities and maintaining the service recovery toolkit. Collaborate with PX leadership to design and manage the recognition program to acknowledge outstanding contributions and enhance the care experience. Support the PFAC by organizing membership, coordinating meeting logistics, and fulfilling other related duties.  Collaborate with Marketing for website maintenance and updates to reflect current programs and initiatives. Assess program initiatives, providing insights and lead continuous improvement projects for the department.

Training and Support -

Provide support department logistics.Onboard new Associates for the PX department, facilitating training and education on systems and processes. Participate in and provide feedback for the 30/60/90 check-ins.

Systems Management -

Oversee care experience survey systems and data collection processes, ensuring accuracy and reliability. Partner with the PX Director to maintain and enhance system functionality with external survey distribution vendors and patient rounding tool vendors.Manage user profiles and updates as needed.Performs other duties related to special projects as assigned.

Qualifications:

Required:

Minimum of 5 years of related experience.Experience in project managementStrong written and oral communication skills, with the ability to interface effectively at various levels within the organization and with external vendors.Ability to collaborate with diverse teams.Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.Exceptional organizational skills to keep track of various initiatives, timelines, and projects.Proficient with Microsoft Office Suite. (Excel, Word, PPT, Vizio)

Preferred:

Bachelor’s degree in business administration, health administration, public health, or related field.Knowledge of CAHPS and survey methods

As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.