Patient Experience Coordinator
Req #: 43770
Full Time
Shift: Days
Patient Experience
United Health Services Hospitals
Johnson City, NY
Weekly hours: 40
  • Position Overview
    • Establishes relationships of trust and confidence interacting with patients, families, care staff, physicians and other hospital and outpatient services to investigate and resolve patient and family concerns, complaints and grievances. Establishes systematic processes for the timely investigation and resolution of patient and family related issues and concerns, within CMS, TJC and DOH regulatory guidelines. Analyzes data to identify trends and themes from patient and family complaints and grievances and recommends opportunities in processes and training to remediate the cause of trends and themes.

    • Represents the organization and its senior leadership in connecting with patients and families in a compassionate manner and with empathy, fulfilling a patient advocacy role while performing a comprehensive, balanced investigative process. Functions as the subject matter expert for management and staff in managing and resolving issues, de-escalating difficult situations and finding a mutually agreeable resolution whenever possible.

  • Position Requirements
    • Education/Experience
      • Minimum Required:
        • Associate’s Degree or five (5) years of progressive health care experience and/or customer service experience in lieu of Associate’s Degree.
        • Three (3) years relevant health care experience and/or customer service experience.
      • Preferred:
        • Bachelor’s Degree in Social Work or health care related field with two (2) years relevant health care or customer service experience.
        • Demonstrated success in mediating, negotiating and resolving concerns and accessing resources and information to assist in resolution.
        • Knowledge of quantitative (statistical) analysis, as well as qualitative (content) analysis.
        • Health Care System experience or Physician Office experience
        • Knowledge and proficiency in Microsoft Office (Word, Excel, Powerpoint)

    • License/Certification
      • Minimum Required:
        • Not Applicable
      • Preferred:
        • Not Applicable
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Benefits That Make A Difference

While you’re making a difference in the health and well-being of our patients and communities, United Health Services takes care of you. We are proud to be able to offer our employees and providers a comprehensive benefits package that supports their needs today and for the future with a competitive retirement plan; comprehensive health, dental, vision and health savings and spending accounts; wellness programs that empower our employees to stay healthy and balance work and life goals; group life and disability options; and a generous paid time off (PTO) program. On top of that, we invest in you by offering tuition reimbursement and other programs designed to help you grow your career. The majority of these benefits are available to you for working at least 24 hours per week.

These are just a few of the perks and benefits you can expect when you join the United Health Services team. Be sure to ask your recruiter about all the benefits associated with the position you’re applying for.

Why United Health Services?

We are one of the region’s top employers with an excellent reputation for the care we provide. Our pay, benefits and perks are very competitive. We’re compassionate about patients and respectful of each other. We offer you the stability, size, scope and capabilities of big city health systems, but with the trust and familiarity of more personalized care. We’re engaged with our communities. And, we recognize the importance of work-life balance. Discover the difference you can make, here with us, at United Health Services.

About Our Region

Binghamton, a friendly and close-knit city in Broome County, offers beautiful and affordable homes in downtown, suburban and rural settings, as well as good public and private schools. Nightlife and cultural activities include craft breweries, restaurants and award-winning wineries. First Fridays celebrate local artists and there are frequent music and food festivals. Outdoor activities also abound, from skiing and golf to hiking, biking and more.