Penn Medicine, University of Pennsylvania Health System · 4 hours ago
Patient Experience Coordinator - HUP (Full-Time Days)
Philadelphia, PA
Full-time
Onsite
Entry Level
1+ years expPenn Medicine is dedicated to providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. The Patient Experience Coordinator serves as the voice of the patient, responsible for receiving and resolving patient feedback, driving patient-centered experience initiatives, and ensuring compliance with regulatory requirements.
BiotechnologyEducationHealth CareMedicalTraining
Responsibilities
Coordinates, investigates and responds to all patient feedback in accordance with the Penn Medicine, CMS, TJC, Magnet and other organizational and regulatory requirements
Collects, trends, analyzes and disseminates data related to patient experience including but not limited to patient complaints and patient satisfaction. Makes recommendations for improvement based on data analysis to the Director, clinical and non-clinical leadership that may result in operational changes, decision-making or other system improvements. Partners with clinical and non-clinical employees to drive improvement initiatives based on patient feedback and experience. Participates/facilitates meetings as needed
Participates in the organization’s Risk Management Program by representing the consumer’s dissatisfaction and by researching and documenting obstacles to smooth delivery of services and by recommending operational and system changes
Maintains the formal grievance mechanism in compliance with CMS/TJC standards. Initiates system changes when corrective action is necessary, and monitors and evaluates the effect of such corrective action
Provides advocacy services for consumers under the Patient’s Bill of Rights. Provides education and support to consumers regarding patient’s rights and responsibilities, advanced directives and understanding the healthcare system and associated sequelae. Provides education and support to employees regarding advanced directives, patient’s rights and responsibilities, awareness of patient perceptions and how to handle difficult situation. Advocates on behalf of patients and their families to resolve concerns or unmet needs to provide timely resolution to patient and family concerns. This includes multiple communication methods such as email, telephone and face-to-face with both patient/family interactions and interactions with other hospital employees. Promotes a positive patient experience including crossing departmental lines to gather information or resolve concerns
Serve as a central source of information, referral and interpretation of hospital services, programs, policies and procedures
Makes appropriate referrals to hospital and community resources. Provides notary services for patients and families. Assists with the coordination of language interpretation (verbal and American Sign Language) services for patients in compliance with the American Disabilities Act
Performs duties with respect to the 24/7/365 nature of hospital operations
Qualification
Required
Licensed Practical Nurse
Certified Patient Experience Professional
Bachelor of Arts or Science (Required)
Education Specialization: Health Sciences, Nursing, Healthcare, Organizational Development, Business or Hospitality Equivalent Experience
1+ years Relevant direct patient care, healthcare or consumer relations experience
Preferred
Master of Arts or Science
Education Specialization: Health Sciences, Nursing, Healthcare, Organizational Development, Business or Hospitality Equivalent Experience
Benefits
Comprehensive compensation and benefits program
Prepaid tuition assistance programs
Company
Penn Medicine, University of Pennsylvania Health System
Penn Medicine is a world leader in academic medicine, setting the standard for cutting-edge research, compassionate patient care, and the education of future health care professionals.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$70.9MKey Investors
BIRD FoundationWarren Alpert FoundationNational Cancer Institute
2025-01-22Grant
2023-01-03Grant· $9.7M
2022-08-18Grant· $5.7M
Leadership Team
Kevin Mahoney
Chief Executive Officer of University of Pennsylvania Health System
John Donohue
Vice President, Enterprise Services
Recent News
The Philadelphia Inquirer
2026-01-03
Company data provided by crunchbase