WellSpan Health Patient Experience Coordinator - Philhaven - Mt. Gretna in Mt Gretna, Pennsylvania

Patient Experience Coordinator - Philhaven - Mt. Gretna

Tracking Code


Job Description

General Summary:Under the general supervision of the CXO/VP-WSH Patient Experience, and working closely with the leadership of Organizational Learning and Development, coordinates the Quality Service Education Initiatives for the WSH Patient Experience departments, including customer service, application deployment and process change based on quality and needs assessments. Facilitates interaction between individuals, departments, various entities and supervisors, etc. to promote Patient Experience quality service and to ensure members of all teams are trained and understand new procedures and applications needed to perform assigned tasks. Oversees tracking and follow-up of required patient experience training with staff members and leaders.

Duties and Responsibilities:The following are essential job accountabilities: 1 Facilitates interactions between individuals, departments, entities, supervisors, etc. to promote Patient Experience quality service. Organizes events and supporting communications on behalf of the Office of Patient Experience and in conjunction with Organizational Learning and Development to ensure alignment with system strategies. 2 Coordinates the planning and delivery of Patient Experience education and coaching processes. 3 Functions as a consultant to departments, service lines or entities for System-wide or entity-wide initiatives requiring Patient Experience education and training. Facilitates teams, task forces or committees and participates in System-wide teams, etc., as appropriate. 4 Coordinates the use of appropriate education resources for identified Patient Experience education needs, including the development of self-learning/computer-based training related to specific job duties in Patient Experience. 5 Provides Patient Experience coaching and guidance to staff when needed. 6 Facilitates training and evaluates performance from a Patient Experience educational standpoint and makes recommendations to department supervisors for further training when necessary. 7 Conducts concurrent and routine follow up research to assess the value of Patient Experience quality service initiatives and to ensure staff is continuing to follow established polices and protocol. 8 Conducts surveys to assess the success of Patient Experience educational and coaching programs and to assess customer service expectations. 9 Coordinates Patient Experience educational offerings regarding customer service expectations, as needed. 10 Analyzes Patient Experience-related patient/customer complaints and assists Patient Experience Managers in follow up to assure appropriate resolution and elimination of causative factors. 11 Builds relationships with system leaders to support regional and local patient experience efforts.

About WellSpan:

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization is comprised of a multi-specialty medical group of more than 850 physicians and advanced practice clinicians, a home care organization, six respected hospitals, more than 15,000 employees, and 160 patient care locations. The region's only accredited Level 1 Trauma Center and Primary Stroke Center with an endovascular neurosurgery program. WellSpan is consistently recognized by IMS Health as one of the Top 100 Integrated Health Networks in the United States and has been recognized by Health Imaging and IT as one of the nation's "Top 25 Connected Healthcare Facilities." IMS Health is the leading provider of information services and technology for the healthcare industry.

The Community:

WellSpan Health facilities are located in multiple counties across south central Pennsylvania and northern Maryland, all offering an ideal living environment to match the quality of work-life balance you’re seeking. The area offers abundant outdoor and cultural activities, including restaurants, theatre, golf courses, hiking trails, water sports and historic tours. Additionally, our communities are a short drive from several, large metropolitan areas including the Baltimore/DC metro area and Philadelphia.

If you value a strong sense of community, the more palatable pace of rural living, and the convenience of a workplace close to home, you’ll realize the advantages of considering WellSpan Health as part of your future.

Required Skills

Minimum Education - Associate’s Degree

Minimum Experience - 2 - 3 years professional experience in a Healthcare environment.

Other Skills - Exceptional communication/interpersonal skills; facilitation skills; customer service oriented; able to work independently. Ability to coordinate and delegate. Ability to demonstrate compassion.

Job Location

Mt Gretna, Pennsylvania, United States

Position Type




Additional Scheduling Info


Additional Requirements

PA Act73 – Child Abuse Clearance Required