Penn Medicine, University of Pennsylvania Health System · 17 hours ago
Senior Patient Experience Coordinator - HUP (Full-Time Days)
Philadelphia, PA
Full-time
Onsite
Senior Level
5+ 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 Senior Patient Experience Coordinator serves as the voice of the patient, responsible for managing patient concerns and ensuring a compassionate experience at Penn Medicine.
BiotechnologyEducationHealth CareMedicalTraining
Responsibilities
Responsible for facilitating all necessary documents and reports for the PAH Grievance/Feedback Committee. Including but not limited to: taking meeting minutes, preparing agendas, creating reports/dashboards, trending feedback themes and coordinating presentations
Manage high level, executive grievances referred to PGR in accordance with the PAH Grievance Flowsheet and ensuring Director of Patient Experience and Senior Leadership are receiving consistent communication regarding updates of these grievances
Review on an annual basis, all PAH PGR Regulatory Policies and provide Director of Patient Experience with recommendations for policy updates and ensure PGR’s compliance for continuous survey readiness
Analyzes and disseminates data on complaints, patient satisfaction surveys and other feedback mechanisms. Makes recommendations to Director of Patient Experience and/or hospital leadership which may result in operational changes or other system improvements
Maintains the formal grievance mechanism in compliance with CMS/TJC standards. Initiates system changes when corrective action is necessary. Monitors and evaluates the effect of corrective action
Rounding on assigned nursing units/outpatient departments on a daily basis to proactively address patient feedback/concerns
Serves as point person within PAH PGR for inpatient and outpatient visitation processes and requests
Responsible for reviewing lost belonging reimbursement requests, tracks financial implications of reimbursed items and provides data to Director of Patient Experience on a quarterly basis
Qualification
Required
Certified Patient Experience Professional (Required)
Must obtain Certified Patient Experience Professional within 1 year of hire
Bachelor of Arts or Science (Required)
Education Specialization: healthcare, organizational development, business management, administration, or hospitality Equivalent Experience:
Or 5+ years Experience in customer service, patient relations experience or other healthcare experience
Preferred
Master of Arts or Science
Education Specialization: healthcare, organizational development, business management, administration, 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
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