Job Description

Job Title: Patient Experience Coordinator
Job ID: 696485
Status: Full-Time
Regular/Temporary: Regular
Hours: Day
Shift: Day Job
Facility: UPMC Altoona
Department: Customer Service
Location: , Altoona PA


Full Time - Day Shift

Posted:  5/31/2018


Provides input into the development and implementation of a service driven culture and provides support to patient and family experience initiatives. Works closely with and provides training for clinicians, care providers and staff to improve the patient experience on all levels. Works to identify and address operational opportunities identified through department/site visits and assessments, surveys, and other resources. Coach, train and develop staff to meet and exceed expectations in identified opportunities through key metrics and the use of process improvement methods. Is a service excellence champion for the hospital and assists in improving patient and employee satisfaction and ensures best in class performance in exceeding patient and family expectations.


  • Ability to work evenings and weekends as necessary.
  • Completes annual competency validation activities (NetLearning).
  • Demonstrates professionalism in interactions.
  • Engages the medical staff (primary care or emergency department) and other professionals in discussion of patient care problems post discharge
  • Identifies environmental factors which deter effective patient care, initiates action, and contributes ideas towards resolution.
  • Identifies potential problems and initiates appropriate measures.
  • Serves as a consultant to other members of the health-care team.
  • Training of employees: - Plans, schedules and coordinates ongoing training sessions on the patient experience to all staff. - Updates training curriculum with new trends, best practices, and scores as they change. - Meets regularly with Executive Director of Mission/Service Excellence to provide feedback and insight on patient experience initiatives. - Works with Executive Director of Mission/Service Excellence to coordinate new employee training process. - Provides feedback to leadership on employee interaction in training sessions. - Rounds regularly in hospital to observe/coach employee interactions. Rounds with patients regularly. - Conducts weekly group trainings and spot trainings using didactic and role-playing methodologies. - Tracks employee participation in training sessions. - Distributes monthly Patient Experience Newsletter to all departments outlining initiatives/projects and results - Routinely distributes patient satisfaction and HCAHPS results to employees. - Develop best practice tools/techniques for distribution.


Bachelors Degree in Counseling, Communications or related field. 5 years of patient advocacy or customer service required. Knowledge of health care systems, personnel and organizational areas of responsibility required Outstanding interpersonal and presentation skills. Ability to respond to difficult situations and resolve situations in an appropriate manner. Comfortable presenting information to large groups.

Licensure, Certifications, and Clearances:
  • Act 34 Criminal Clearance

UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $17 to $27.22

Union Position: No

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