Patient Experience Coordinator - Emergency Department

Shift:Monday - Friday 9:00 a.m. to 5:30 p.m.
Department: Office of Patient Experience
Compensation:

* Base Pay Range: $59,321.60 - $96,761.60 per year, based on experience

ABOUT THE JOB

MU Health Care is looking for a compassionate, confident, and service driven individual who thrives in fast paced environments and is passionate about making a meaningful difference for patients and families. The ideal candidate is a strong communicator and natural relationship builder who brings empathy, emotional intelligence, and professionalism to every interaction-even in high stress situations. They are proactive, adaptable, and energized by problem solving, with a keen ability to anticipate needs and create calm, supportive experiences during moments that matter most. This role is perfect for someone who values teamwork, resilience, and continuous improvement, and who takes pride in being a trusted presence for patients, visitors, and care teams alike. A successful candidate is data curious yet people focused, using insight and observation to elevate the patient experience while reinforcing a culture of respect, dignity, and excellence. If you are driven by purpose and motivated to positively impact lives in real time, we invite you to bring your passion to MU Health Care.

ABOUT MU HEALTH CARE

MU Health Care is proud to be named one of Forbes' Best-in-State Employers seven years in a row, and that's largely a result of the incredible culture and team we've built. At MU Health Care, we have an inspired, hard-working and collaborative environment driven by our mission to save and improve lives. Here, we believe anything is possible and rally around solutions. We celebrate innovation and offer opportunities to be a part of something bigger - to have a voice and role in the work that is serving our community and changing the field of medicine.

Our academic health system - the only in mid-Missouri - is home to seven hospitals, including the region's only Level 1 Trauma Center and region's only Children's Hospital, as well as over 90 specialty clinics. Here you can define your career among our many clinical and nonclinical positions - with growth, opportunity and support every step of the way.

Learn more about MU Health Care.

Learn more about living in mid-Missouri.

EMPLOYEE BENEFITS

* Health, vision and dental insurance coverage starting day one

* Generous paid leave and paid time off, including nine holidays

* Multiple retirement options, including 100% matching up to 8%and full vesting in three years

* Tuition assistance for employees (75%) and immediate family members (50%)

* Discounts on cell phone plans, rental cars, gyms, hotels and more

* See a comprehensive list of benefitshere.

DETAILED JOB DESCRIPTION

* Greets and orients patients and visitors on arrival and provides a basic overview of ED processes, triage, and expected wait times. Escorts family members to the bedside when appropriate and permitted by ED clinical staff. Provides assistance with navigating the hospital system, including check-in processes, visitor expectations, and hospital amenities.

* Collaborates with ED nursing, registration, and physician leaders to support coordinated communication. Answers questions and provides routine non-clinical updates on patient status, wait time expectations, and care progression.

* Identifies, addresses, and resolves patient and visitor concerns with prompt escalation to leadership when appropriate.

* Evaluates ED workflows that impact patient flow, wait times, communication, and transitions of care, identifying impacts on the patient experience and recommending process changes.

* Maintains the patient event reporting system; tracks, analyzes, and trends patient feedback and patient experience themes; escalates significant concerns and recommends targeted interventions; supports continuous quality improvement initiatives that enhance patient flow, communication, and the overall experience of care.

* Maintains working knowledge of clinical operations, patient rights and safety precautions, and available hospital amenities and services.

* Reinforces teamwork and contributes to a therapeutic environment in high-stress situations.

* May complete unit/department-specific duties as outlined in department documents.

REQUIRED QUALIFICATIONS

* Bachelor's degree or an equivalent combination of education and experience from which comparable knowledge, skills, and abilities can be obtained.

* Four (4) years of progressively responsible experience in healthcare, patient-centered care, patient experience, or quality improvement.

PREFERRED QUALIFICATIONS

* Master's degree.

* Additional license/certification requirements as determined by the hiring department.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met with or without reasonable accommodation. The performance of these physical demands is an essential function of the job. This position is very active and may require ambulating, remaining in a stationary position and positioning self to reach and/or move objects above the shoulders and below the knees. The employee may frequently lift and/or move objects up to 10 lbs and occasionally move objects up to 25 lbs.

This role may also routinely come into contact with patients who may have contagious illnesses. This position is in a health care facility open 24 hours a day, 365 days a year. Rotating shifts as well as holiday and work during inclement weather will be required.

The University of Missouri is an Equal Opportunity Employer.