Patient Experience Coordinator

About the Role

As Mount Sinai Medical Center grows, so does our legacy in high-quality health care. Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade and Monroe Counties. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers. Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion.

Department Job Description Summary

Acts as a primary liaison between patients, families, and hospital staff to optimize patient satisfaction. Resolves complex grievances, tracks quality data, and drives cross-departmental experience and engagement initiatives.

Key Responsibilities

• Acts as a liaison between patients/families and Hospital staff as it pertains to patient experience at MSMC.
• Communicates and directs detailed patient's concerns to the appropriate managers/directors.
• Follows up with patients and the staff to ensure the timely and appropriate resolution of any issues or complaints.
• Assists patients in the compliance of Hospital policies and procedures as it related to patient satisfaction, service recovery and grievance resolution and employee Standard of Performance.
• Logs patient complaints/grievances using RiskQual following CMS guidelines.
• Tracks complaints registered by nursing leadership and those received by phone/email/etc., and creates ongoing performance reports.
• Promotes an excellent patient experience by presenting a positive reflection of Mount Sinai to Physicians, customers/patients, visitors, and staff through a courteous and appropriate personal attitude.
• Ensures nursing units identify & solve problems locally.
• Assists nursing leadership identify root causes, develop improvement initiatives, and tracks action plans.
• Manages (project owner) Mount Sinai's cross-department initiatives.
• Oversees Patient Experience and Conflict Resolution ongoing training program.
• Prepares and manages MSMC's Patient Experience Quarterly Committee.
• Plans and executes Process Audits (Process Confirmation) calendar.
• Ensures the Employee Engagement Program is executed properly in the units.

Qualifications

• Education
• Associate degree in a related field required or equivalent years of work experience.
• Experience
• Experience dealing with clients in a service-intensive environments (restaurants, hospitals, etc.).
• Ability to communicate effectively in English and Spanish both verbally and in writing in a clear, concise, and empathetic way.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• MS Access experience desired.

On-site work schedule - Occasional weekend or evening hours required.