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UnityPoint Health Patient Experience Partner - Quad Cities, Peoria, Dubuque in Davenport, Iowa

Patient Experience Coordinator - Unity Point at Home

Monday- Friday, Days, 8a-5p

Full-Time Benefits, 40 Hours/ Week


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.

  • 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

  • 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

  • Assists with implementation of tactics around short and long range patient satisfaction and engagement improvement strategies and objectives consistent with the goals of the health system

  • Facilitates teams for project work and supports other team’s work performed in relation to the patient experience

  • 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

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

  • 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.

  • Masters Degree Preferred

Requisition ID: 2020-83269

Street: 4626 Progress Dr

Name: 9200 UnityPoint Clinic Affiliate

FTE (Numeric Only; Ex. 0.01): 1.0

FLSA Status: Exempt

Scheduled Hours/Shift: Monday- Friday, 8a-5p

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