Patient Experience Coordinator in Chicago, Illinois at Saint Anthony Hospital

Position Purpose: The Patient Experience Coordinator supports the organization's commitment to delivering exceptional patient-centered care by promoting positive patient experiences, addressing concerns, facilitating service recovery, and identifying opportunities for improvement. This position serves as a liaison between patients, families, staff, and leadership to enhance communication, satisfaction, and engagement throughout the continuum of care.

1. Conducts patient rounds in inpatient and outpatient areas to assess patient satisfaction, identify concerns, and recognize opportunities for service recovery.

1. Coordinates the timely investigation, response, and resolution of patient concerns, complaints, grievances and all compliments received through all available channels.

1. Document patient concerns and interactions in the designated electronic tracking system and ensure timely follow-up, resolution, and communication with patients and families.

1. Conduct post-discharged follow-up calls to assess the patient experience, identify unmet needs, and support service recovery efforts.

1. Assist patients and families in navigating hospital services, programs, and resources to promote a positive care experience.

1. Facilitate referrals to appropriate internal and external resources and escalate to the Director of Patient Experience when necessary.

1. Supports the implementation and ongoing maintenance of Saint Anthony Hospital patient experience policies, programs, standards, and initiatives.

1. Collaborate with physicians, nurses, managers, and other healthcare team members to address patient concerns and improve communication and service excellence.

1. Promote patient-centered care practices and advocate for the needs of patients and families to ensure equitable access to quality healthcare services.

1. Collect, monitor, and analyze patient feedback from surveys, rounding activities, discharge calls, and other sources to identify trends and opportunities for improvement.

1. Assist departments in developing and implementing action plans to improve patient satisfaction, communication, and service excellence outcomes.

1. Participate in multidisciplinary committees, task forces, and workgroups focused on patient experience, patient satisfaction, service excellence, and quality improvement.

1. Support patient experience education initiatives, including promotion of communication tools such as AIDET, Teach-Back, and service recovery best practices.

1. Prepare reports, summaries, and presentations regarding patient feedback, rounding outcomes, complaint trends, and improvement initiatives for leadership review.

1. Perform other duties as assigned by the Director of Patient Experience.