Job Description

Franciscan Health Michigan City Campus

3500 Franciscan Way Michigan City, Indiana 46360

This position is responsible for advancing a culture of patient-centered care, service excellence, and compassionate communication throughout the organization. This role serves as a service leader for patient experience initiatives, coordinating complaint and grievance processes, patient feedback management, service recovery activities, patient experience education, rounding programs, and performance improvement efforts. The Patient Experience Coordinator works collaboratively with the Patient Advocate, clinical and operational leaders, physicians, and frontline staff to identify opportunities for improvement, address barriers to an extraordinary patient experience, and ensure compliance with regulatory and organizational requirements. The position analyzes patient experience data and trends, facilitates improvement initiatives, supports leader accountability, and promotes best practices that enhance patient, family, and caregiver experiences across the continuum of care. Responsibilities align with organizational patient experience functions that include grievance coordination, service recovery, reporting, committee support, patient feedback management, leader rounding, and staff education.

WHO WE ARE

Franciscan Health is a non-profit health care ministry with primary and specialty care physician groups located throughout Indiana. Franciscan is known for our mission of caring. Our values of Respect for Life; Fidelity to Our Mission; Compassionate Concern; Joyful Service; and Christian Stewardship extend to our employees and patients. With 11 hospital ministries, Franciscan Health is one of the largest Catholic health care organizations in the Midwest. Franciscan Health includes over 1,000 employed physicians and advanced practice providers. Franciscan providers enjoy a team approach to care. Of our 260+ locations, many are nationally recognized Centers of Health Care Excellence.

WHAT YOU CAN EXPECT

• Hours/Days: Monday-Friday, Hours can be flexible but anticipate 8am-5pm CT (*schedule may need to flex to attend various meetings)
• Make an impact that patients can feel. The Patient Experience Coordinator has the opportunity to turn patient and family feedback into meaningful improvement. Working collaboratively with leaders, physicians, caregivers, and the Patient Advocate, this role helps strengthen communication, service recovery, education, and patient-centered practices across the hospital. If you enjoy building relationships, using data to solve problems, educating others, and seeing your work translate into measurable change, this role provides a unique opportunity to influence the patient experience across the organization
• Patient Experience Performance Improvement & Strategic Initiatives Coordinates and supports patient experience improvement initiatives across hospital departments. Reviews opportunities, assists leaders with action planning, supports implementation of evidence-based practices, and monitors progress toward organizational patient experience goals. Works with nursing, physicians, ancillary departments, and operational leaders to improve key drivers of the patient experience.
• Training, Education & Coaching Develops, coordinates, and facilitates education related to patient experience, service excellence, communication, service recovery, and patient-centered care. Supports new employee orientation, leader education, department-specific training, and reinforcement of expected service behaviors. Provides coaching and resources to leaders and teams based on identified needs.
• Patient Experience Data, Reporting & Analytics Monitors patient experience survey results, patient comments, trends, and performance indicators. Prepares reports and presentations, identifies key drivers and improvement opportunities, and assists leaders in translating data into actionable improvement plans. Supports ongoing monitoring of organizational and departmental performance.
• Complaint, Grievance & Service Recovery Support Partners with the Patient Advocate to support effective complaint, grievance, and service recovery processes. Monitors trends, assists with complex or escalated concerns, supports interdisciplinary investigations and Grievance Committee activities, and uses complaint and grievance data to identify opportunities for systemic improvement.
• Rounding, Patient/Family Engagement & Recognition Participates in patient, family, and departmental rounding to gather real-time feedback and identify opportunities for service recovery and improvement. Supports Patient and Family Advisory Council activities, recognition efforts, and other mechanisms for incorporating the patient and family voice into organizational improvement
• Program Coordination, Committees & Administrative Support Coordinates patient experience programs, workgroups, committees, special projects, and organizational initiatives under the direction of the Director. Supports meeting preparation, follow-up, communication, documentation, project tracking, and collaboration across departments.

QUALIFICATIONS

• Required associate's degree
• Preferred bachelor's degree
• Proficient in Microsoft Office preferred
• 2 years Healthcare experience in quality, education, patient advocacy, nursing, service excellence, or operations Required

TRAVEL IS REQUIRED:

Never or Rarely

EQUAL OPPORTUNITY EMPLOYER

It is the policy of Franciscan Alliance to provide equal employment to its employees and qualified applicants for employment as otherwise required by an applicable local, state or Federal law.

Franciscan Alliance reserves a Right of Conscience objection in the event local, state or Federal ordinances that violate its values and the free exercise of its religious rights.

Franciscan Alliance is committed to equal employment opportunity.

Franciscan provides eligible employees with comprehensive benefit offerings. Find an overview on the benefit section of our career site, jobs.franciscanhealth.org.