Patient Experience Coordinator

Patient Experience Coordinator Larkin Community Hospital - 3.5 South Miami, FL Job Details Full-time 20 hours ago Qualifications Foreign language proficiency Healthcare dispute resolution Patient question and concern management Coaching Customer satisfaction tracking Patient advocacy Patient complaint handling Mid-level Patient experience leadership Communication skills training for caregivers Working with families Customer satisfaction improvement 2 years Community events Communication skills Cross-functional communication

Full Job Description Overview:

Larkin Community Hospital South Miami 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.