Job Details

In Patient Experience and Engagement at Main Campus Children's of Alabama

Work schedule will be Full-time on the Day Shift, 8:00a-4:30p.

Summary:

Partners with clinical leadership and frontline staff to support a positive patient- and family-centered care experience across assigned clinical service line areas. Provides proactive patient and family support through rounding, service recovery, and grievance management while utilizing patient feedback and experience data to identify trends and support improvement efforts. Collaborates with interdisciplinary teams to address concerns, strengthen communication, and advance patient experience initiatives across the organization.

Other information:

Education:

• Bachelor’s degree in a related field required
• The Beryl Institute Certified Patient Experience Professional (CPXP) certification preferred; required within one year of hire

Experience:

• Minimum of three years of experience working within a healthcare environment required. 

Other Information:

• Excellent written, verbal, and interpersonal communication skills with strong time management and organizational abilities
• Self-directed with the ability to work effectively across teams and with various stakeholders
• Ability to make sound independent decisions while collaborating effectively with leaders and interdisciplinary teams
• Strong analytical, problem-solving, and critical thinking skills with attention to detail and the ability to identify trends and opportunities for improvement
• Experience in conflict resolution, de-escalation, and crisis intervention
• Knowledge of medical terminology
• Proficient in Microsoft Word, PowerPoint, Outlook, Excel, and general computer applications.

Credentials with Equivalent Qualifications:

Education with Equivalent Qualifications:
Essential:
* Bachelors of Science or Arts or 3 Years Staff Level

Experience with Equivalent Qualifications:
Essential:
* 3 Years Staff Level

The Patient Experience and Engagement Department at Children’s of Alabama is committed to ensuring an excellent experience by serving as a proactive liaison between our care teams and our patients and families. Our Patient Relations Coordinators work to ensure patient and family satisfaction by assisting with any needs that might arise during the hospital visit. We recognize that navigating the hospital can be a confusing and stressful experience, and we want to support patients and families by helping them better understand the hospital environment and what to expect here at Children’s. The Patient Experience and Engagement Department proactively helps families understand and navigate the complex hospital environment. Patient Relations Coordinators receive and respond to patient and family concerns that arise during the hospital experience and medical care. They assist in promoting effective communication between the medical team and families, provide service recovery for unmet expectations, recommend opportunities for process and quality improvement, and provide families with information about internal and external amenities and resources.