Patient Experience Coordinator

Job description

Overview:
Larkin Community Hospital Palm Springs Campus is seeking a compassionate, detail-oriented, and proactive Patient Experience Coordinator to join our team. This vital role supports hospital-wide efforts to ensure an exceptional patient and family experience. The Coordinator acts as a liaison between patients, families, and hospital departments to support high-quality care delivery, service excellence, and a culture of empathy and respect.
Key Responsibilities:
• Serve as the primary point of contact for patient and family concerns, compliments, and service recovery efforts.
• Facilitate the resolution of patient complaints by working collaboratively with clinical and non-clinical staff.
• Conduct patient rounding and surveys to proactively assess satisfaction and gather feedback.
• Support implementation of patient experience initiatives and best practices across the hospital.
• Track, analyze, and report patient satisfaction data using platforms such as Press Ganey or HCAHPS.
• Provide education and coaching to staff and departments on communication, service recovery, and empathy in care.
• Coordinate patient and family advisory councils and patient engagement events.
• Ensure timely documentation and communication of issues and outcomes to appropriate leaders.

Qualifications:
• 2+ years of experience in a healthcare setting; experience in patient relations or service excellence strongly preferred.
• Strong interpersonal and communication skills, with the ability to interact effectively at all levels of the organization.
• Empathetic listener with excellent conflict resolution and problem-solving abilities.
• Familiarity with patient satisfaction metrics and tools (e.g., HCAHPS, Press Ganey).
• Bilingual (English/Spanish or other languages) a plus.

Why Join Us?
At Larkin Community Hospital Palm Springs Campus, we are committed to delivering not just clinical excellence, but compassionate, person-centered care. As a Patient Experience Coordinator, you will play a key role in shaping meaningful interactions that inspire trust and healing. We offer competitive benefits, a collaborative environment, and the opportunity to make a real difference in people’s lives.