UnityPoint Health

  • Patient Experience Coordinator

    Requisition ID
    Patient Services
    US-IL-Rock Island
    2701 17th St
    6020 UnityPoint Health QC Trinity
    Rock Island
    Patient Experience
    Scheduled Hours/Shift
    Work Type (Portal Searching)
    Full Time Benefits
  • Overview

    The Patient Experience Coordinator provides direction for planning, developing, organizing and supporting the implementation of programs and process designed to build patient and customer relationships and to improve performance to ensure the achievement of organizational goals and objectives specific to the assigned service area of UnityPoint Health. This role supports operations for customer service and patient engagement trainings, interpretation of data and research, patient satisfaction improvement initiatives, promotions and communications, reward and recognition, and works collaboratively with executives, managers, physician leaders and others to assure effective implementation of tactics and strategies around patient/member experience and engagement.  The Patient Experience Coordinator is a fluent user of the online evaluation and improvement tools available through the third party administrator of system patient experience surveys.


    The Patient Experience Coordinator provides leadership, coordinating guidance and mentoring to others involved in patient experience and loyalty work. In addition, the Patient Experience Coordinator presents information to Quality Boards and other Senior Leadership Councils and Committees as needed.


    Communication and Planning

    • Coordinates and helps develop and lead patient experience projects of varying complexity
    • Coaches physicians, clinicians and team members to support development of the patient experience foundational behaviors and UPH values
    • Trains leaders to coach-at-the elbow for development and validation of foundational behaviors and UPH values
    • Initiates research and development of best practice in patient experience
    • Works with necessary departments, individuals and/or vendors to collect, interpret and disseminate patient experience and patient engagement data
    • Supports the coordination of ongoing internal and external transparency initiatives
    • Understands statistics and is able to articulate relationships between data and results to a variety of audiences including Senior Leadership, Boards, and Councils

    Project Management

    • Provides support to departmental personnel, physicians, leadership, and other key stakeholders in patient experience improvement and management of complex data sets to discern trends and patterns primarily in patient experience of providers and/or service lines. This may include working with data sets at all phases of the process including collection, report generation, analysis and interpretation
    • Provides support to Patient Experience Director for analytical, presentation design, and strategic implementation

    Human Resources

    • Assist with customer service training to Patient Experience Specialists and other team members as needed in the service area
    • Stays abreast of trends and developments in the field by reading appropriate literature and attending seminars, training programs or related conferences
    • Utilizes good, cost-effective judgment with discretionary expenditures



    Minimum Requirements

    Identify items that are minimally required to perform the essential functions of this position.

    Preferred or Specialized

    Not required to perform the essential functions of the position.






    Bachelor’s degree in related field and direct and applicable work experience



    Master’s degree







    Knowledge of customer service theories and practices, and knowledge of healthcare services and patient relations required. Experience with The Studer Group, Baptist Leadership Group, Ritz Carlton, the Beryl Institute or other customer service thought leader strongly encouraged. Proficiency with on line patient experience improvement tools and report generation is necessary.

    Experience working with leadership on change management.







    Valid driver’s license when driving any vehicle for work-related reasons.







    ·        Highly motivated, self-starter who works effectively with minimum supervision

    ·        Must be well organized and efficient

    ·        Must be comfortable providing training and presenting in front of groups

    ·        Must have an ability to organize work quickly and efficiently and be comfortable working against deadlines

    ·        Must exhibit professional, friendly attitude both on the telephone and in person

    ·        Must be able to prioritize work and adjust projects to meet changing demands

    ·        Ability to establish and maintain effective working relationships with UnityPoint Health staff, affiliated physicians and businesses, community and other professional groups

    ·        Ability to understand and apply guidelines, policies and procedures

    ·        Excellent collaboration and team-building skills

    ·        Excellent interpersonal and communications skills (verbal and written)

    Business Acumen

    Technical aptitude





    Use of usual and customary equipment used to perform essential functions of the position.




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