Family & Program Support Coordinator, Neonatal Intensive Care

Job description

Overview
At WakeMed, our mission is to improve the health and well-being of our community—and we do it by delivering outstanding, compassionate care.
We are hiring a Patient and Family Experience Coordinator to help support a positive experience for patients and their families throughout their care journey. In this role, you will serve as a resource and advocate for patients and families, assist with resolving concerns, support patient experience improvement efforts, and coordinate volunteer activities to ensure a welcoming and service-focused environment.
What you'll do
• Educate patients and parents/guardians about their rights and available resources.
• Respond to patient and family concerns, help resolve issues, and escalate unresolved matters when needed.
• Review patient experience data, identify trends, and participate in process improvement initiatives.
• Build and maintain positive relationships with patients, families, community partners, and healthcare team members.
• Coordinate volunteer activities, including orientation, scheduling, task assignments, and day-to-day support.

Who you are
• Experienced in patient relations, customer service, healthcare support, volunteer coordination, or a related field.
• Skilled at communicating with people from diverse backgrounds with empathy, professionalism, and respect.
• Comfortable handling concerns, problem-solving, and working collaboratively to find solutions.
• Knowledgeable about diversity, equity, inclusion, and culturally responsive practices.
• Organized and able to manage multiple priorities while maintaining a positive service-focused approach.

If you are passionate about creating exceptional patient and family experiences and enjoy supporting both patients and volunteers, we encourage you to apply and join our team.
Department Description
Serving the community since 1961, WakeMed Health & Hospitals is the leading provider of health services in Wake County. With a mission to improve the health and well-being of our community, we are committed to providing outstanding and compassionate care. For more information, visit www.wakemed.org .
EOE
Licensure
Not Applicable
Education
Bachelor's Degree Required
Experience
3 Years Customer Service Required
3 Years Healthcare Preferred
1 Year Project Management Preferred
1 Year Leadership Preferred