Northern Arizona Healthcare

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Patient Experience Coordinator - Cottonwood, AZ

Job Locations US-AZ-Cottonwood
Requisition ID
2025-20355
Call Required
No
Recruiter:
JESSICA BROCK
Recruiter Email:
Jessica.brock@nahealth.com
Schedule
Days
Telecommute
No
FTE
1.000 / 40 hours (Regular Full-Time)

Overview

Utilizing continuous improvement methodologies and best practices, the Patient Experience Coordinator will oversee, develop, implement, and coordinate all aspects of the patient experience and patient satisfaction initiatives as measured by contract/regulatory requirements. The Coordinator provides administrative leadership with information on industry regulatory standards and collaborates with senior management, department directors, managers, physicians, and staff to plan, implement, analyze, and monitor ongoing initiatives and assure continuous improvement in achieving patient experience and patient satisfaction goals. All members of the Experience Team support each other and the organization in achieving all metrics. The Patient Experience Coordinators primary focus is on ambulatory services, including the NAH Medical Group and other “shoppable” services.

Responsibilities

Process Improvement
* Coordinates all aspects of organization-wide development and implementation of patient experience initiatives to achieve or exceed established goals.

* Identifies and acts upon opportunities for continuous improvement based on survey results and concepts of consumer-focused care.

* Evaluates patient experience standards, trends, and emerging issues and shares them with the Experience Team.

* Researches and networks for current national best practice trends.

* Ensures celebration of milestones related to patient experience.

* Utilizes process improvement methodologies as well as understands and facilitates financial analysis.
 
Process Design
* Contributes to the design of the organizational structure necessary to ensure the patient experience vision is aligned across the system.

* Assists leadership in planning a system-wide approach to service excellence.

*Partners with the Communications Team to integrate reviews and customer feedback into the larger Experience Strategy and Program.

* Works across teams to improve the experience throughout the customer journey, including pre- and post-encounter, such as through the patient portal, website, access center, etc.
 
Coaching/Training
* Coaches select areas/departments that are in need of improving patient experience and assists leaders in hard-wiring service excellence behaviors.

* Becomes the subject matter expert for patient experience for the system and assists with provides training, leadership and program development for all levels of the organization.
 
Data
* Assists leadership in setting yearly patient experience goals for the organization that align with best practices.

* Facilitates the reporting of trends and data across the system.
 
Leading
* Hires, provides performance assessments and feedback, and develops staff – if applicable.

* Conducts timely performance reviews and provides on-going feedback – if applicable.

* Conducts 1:1s with direct reports – if applicable.

* Serves as a leader on the Experience Team, representing the Values of the organization and promoting alignment across all campuses.

* Accountable for executing action plans according to established timelines.

* Prioritizes their work to meet the needs of the organization.
 
Teamwork
* Supports clinic Directors and Managers, and department leadership as assigned, in building a culture of service excellence by attending regular meetings, assisting with action plan development and offering best practices.

* Serves as system liaison for patient experience vendors.

* Works collaboratively across the system with other members of the Experience Team as well as leaders and frontline teams.
 
Compliance/Safety
* Responsible for reporting any safety-related incident in a timely fashion through the Midas/RDE tool; attends all safety-related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.

* Stays current and complies with state and federal regulations/statutes and company policies that impact the employee's area of responsibility.

* If required for the position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.

* Completes all company mandatory modules and required job-specific training in the specified time frame.

Qualifications

Education
Bachelor Degree in Business, Health Care Administration, or Related Field- Required
Masters degree- Preferred
 
Certification & Licensures
Lean Six Sigma Green Belt within 12 months of hire- Preferred
Certificate of Patient Experience Leadership through the Beryl Institute within 2 years of hire.- Preferred
 
Experience
Minimum 3 years experience in a customer service related field, preferable in healthcare- Required
Experience in developing and implementing a customer service program- Required
Experience working in a Patient and Family Centered Organization- Required
Experience with Press Ganey databases or other patient experience platforms- Required
Previous process improvement experience- Required
Previous project management experience- Required
Experience in data analysis, creating customized dashboards, and strong data technology systems- Required

Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. Computers and other electronic devices are utilized across the organization and throughout each department. Colleagues must have an understanding of computers, and competence in using computers and basic software programs.

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