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Patient Experience Coordinator

Missoula, Montana

Req ID 303704 Post Date May. 21, 2025 CategoryNursing FacilityCommunity Medical Center
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The Coordinator of Patient Experience coordinates the planning and execution of service excellence and patient relation programs.  In this position, the coordinator will 1) oversee a data-driven program collecting, tracking, and analyzing service excellence trends for optimizing service outcomes; 2) work collaboratively with senior leadership to create a strategic vision for a patient experience that will cascade the departments, 3) communicate progress on service and patient relation initiatives to all key stakeholders, and 4) coach employees to maximize the use of customer service tools and programs for enhanced patient experience. 

Required Education: 

Bachelor’s degree Required, or must obtain within 2 years

Master's degree Preferred 

Required Skills: 

Minimum of 4 years of experience in healthcare, customer service, or patient experience with progressive management experience.  Previous experience in a hospital setting is preferred. Ability to achieve results for the organization.  Requires critical and strategic thinking, problem-solving skills, decisive judgment, and the ability to work with minimal supervision.

  • Must be able to work in a stressful environment and take appropriate action.  Ability to handle multiple assignments, balance priorities, make decisions quickly, and establish and maintain working relationships with a wide variety of people.
  • Demonstrates professional conduct in highly sensitive or volatile situations.
  • Demonstrates ability to assume a leadership role for patient-care teams
  • Excellent interpersonal skills and the ability to work well with others
  • Excellent knowledge of state, federal, and accreditation requirements.
  • Must be able to work in a stressful environment and take appropriate actions to drive results.
  • Develops and implements departmental goals, plans, and standards consistent with the clinical, administrative, legal, and ethical requirements/objectives of the organization.
  • Participate in performance improvement teams and collaboratives as needed.
  • Support hospital initiatives in meeting core measures, patient safety, and service excellent goals, including but not limited to CMS Star Rating and Leapfrog.
  • Lead the hospital’s Patient, Family, Community Advisory Council. 
  • Demonstrates computer knowledge and proficiency in Microsoft Office Suite and healthcare information systems.
  • Has the knowledge and ability to use measurement tools, integrate data, and prepare meaningful reports
  1. Provides a positive and professional representation of the organization.
  2. Promotes a culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.
  3. Maintains hospital and clinic standards for a clean and quiet patient environment to maintain a positive patient care experience.
  4. Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of role or practice. 
  5. Maintains compliance with the organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards
  6. Complies with organizational and regulatory policies for handling confidential patient information
  7. Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contained in the Vision, Mission, and Values of the organization

Adheres to professional standards, hospital policies and procedures, federal, state, and local requirements, and TJC standards and/or standards from other accrediting bodies.

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