Patient Experience Coordinator in Scottsdale, Arizona at EXALT HEALTH REHABILITATION HOSPITAL SCOTTSDALE LL

The Patient Experience Coordinator is responsible for championing, assessing, and elevating the overall experience of patients, families, and visitors within our inpatient rehabilitation hospital. Reporting directly to the Hospital Quality Director, this role serves as an empathetic advocate and liaison, combining daily patient rounding with service recovery, family-to-leadership communication coordination, and morale-boosting engagement initiatives. The ideal candidate will blend strong interpersonal skills with creative event planning to foster a warm, supportive, and high-quality environment for both healing and working.

Essential Duties and Responsibilities:

Patient Rounding & Experience Assessment:

• Conduct daily purposeful rounding with patients and families across all units to proactively evaluate the rehabilitation experience, identify service gaps, and assess comfort levels.
• Initiate immediate service recovery protocols when issues arise, collaborating directly with department heads (Nursing, Therapy, Dietary, Environmental Services) to resolve concerns and ensure a seamless stay.
• Collaborate with the Quality Director to analyze patient experience data and satisfaction survey trends (such as NRC or Press Ganey), identifying opportunities to implement lasting process improvements.

Family Liaison & Leadership Communication:

• Serve as a dedicated, welcoming point of contact for patient families navigating the inpatient rehabilitation journey.
• Coordinate, schedule, and facilitate conversations and formal meetings between patients’ families and hospital leadership or clinical teams to address complex needs, feedback, or grievances.
• Act as an objective, compassionate advocate to ensure family voices are heard, documented accurately, and responded to in a timely, respectful manner.

Morale & Engagement Initiatives (Theme Days):

• Conceptualize, plan, and execute creative "theme days," cultural celebrations, and special holiday events for patients to uplift spirits and support a positive therapeutic environment.
• Partner with Human Resources and hospital leadership to design and launch concurrent staff morale-boosting initiatives, directly linking employee engagement to an excellent patient experience.
• Manage the logistics, budgeting, and internal promotion of hospital-wide experience events and milestone celebrations.

Documentation & Quality Support:

• Maintain detailed logs of patient and family feedback, resolutions, and service recovery actions in alignment with hospital policies and regulatory standards.
• Prepare regular status reports and summaries of rounding insights and event outcomes for the Hospital Quality Director and executive leadership.
• Participate actively in the hospital’s Quality Council or Patient Experience committees to share feedback and drive best practices.

Education and Experience Requirements:

• Education: Bachelor’s degree in Healthcare Administration, Communications, Hospitality Management, Psychology, Social Work, or a related field preferred.

Experience:

• Minimum of 2–3 years of experience in patient advocacy, customer service, hospitality management, or public relations.
• Prior experience working within a hospital, rehabilitation facility, or long-term care environment is highly desirable.
• Demonstrated experience planning corporate events, recreational activities, or community engagement programs.

Required Knowledge, Skills, and Abilities:

• Interpersonal & Communication Excellence: Superb active listening, empathy, and conflict-resolution skills. Ability to communicate with absolute professionalism across diverse patient populations, families, and high-level healthcare executives.
• Organization & Event Planning: Proven ability to manage multiple projects, coordinate complex schedules, and independently plan creative, large-scale engagement events or theme days.
• Proactive Problem-Solving: High emotional intelligence with a sharp ability to read a room, de-escalate stressful situations, and implement fast, effective service recovery.
• Healthcare Adaptability: Comfort navigating an active inpatient medical and rehabilitation setting, working alongside a multidisciplinary team of physicians, therapists, and nurses.

Physical Demands and Work Environment:

• Requires frequent walking and standing throughout the facility during patient rounding and event coordination.
• Must be able to lift up to 20 pounds occasionally for event setup, decorations, or supplies.
• Standard hospital clinical environment with potential exposure to infectious diseases (appropriate personal protective equipment provided).