Patient Experience & Safety Coordinator

Position Summary

The Patient Experience and Safety Coordinator is responsible for supporting organizational initiatives that improve patient experience, patient safety, and quality outcomes. This role serves as a key partner to nursing leadership, clinical departments, and interdisciplinary teams to promote a culture of safety, service excellence, and continuous improvement.

The coordinator utilizes data analytics to identify trends, monitor performance metrics, facilitate improvement initiatives, and support regulatory and accreditation requirements. The role coordinates activities related to patient experience, patient safety event review, and nursing shared governance councils while serving as a resource for leaders and staff throughout the organization.

Key Responsibilities

Patient Experience

• Align patient experience work with MGMC’s Big Dot Goal strategies and Strategic Plan.

• Support leadership with validations of AIDET, bedside shift reporting, and patient safety rounds.

• Monitor, analyze, and trend patient experience data to identify opportunities for improvement.

• Collaborate with leaders and frontline staff to develop and implement action plans to improve patient satisfaction and patient-centered care.

• Assist departments in interpreting patient feedback and survey results.

• Track and report patient experience metrics to leadership, committees, and councils.

• Promote best practices that enhance the patient and family experience.

Patient Safety

• Align patient safety priorities with MGMC’s Big Dot Goal Strategies and Strategic Plan.

• Support the organization's patient safety program through event reporting, analysis, and follow-up activities.

• Review safety events and assist with investigations to identify contributing factors and opportunities for system improvement.

• Conduct root cause analyses, safety reviews, and support process improvement initiatives.

• Assist with monitoring safety metrics, preparing reports, and disseminating to leadership and committees.

• Promote a culture of safety through education, communication, and staff engagement.

• Facilitates and supports patient safety teams and initiatives such as conducting A-3’s, Root Cause Analysi, After Action Reviews, and evaluates performance improvement initiatives.

Data Analytics and Reporting

• Collect, validate, analyze, and interpret quality, safety, and patient experience data.

• Develop dashboards, scorecards, reports, and presentations using data from multiple sources.

• Identify trends, risks, and opportunities for improvement through data analysis.

• Communicate findings and recommendations to leaders, councils, committees, and interdisciplinary teams.

• Utilize data to support departmental and organizational strategic goals.

Nursing Shared Governance Support

• Coordinate activities and provide administrative support for nursing councils and shared governance structures.

• Support nursing quality, safety, evidence-based practice, and professional practice initiatives.

• Facilitate communication between nursing councils, leadership teams, and organizational committees.

• Monitor progress of council goals and outcomes in alignment with MGMC’s Big Dot Goal strategies and Strategic Plan.

Performance Improvement

• Participate in quality improvement projects utilizing evidence-based methodologies.

• Support regulatory readiness, accreditation activities, and quality initiatives.

• Assist with development, implementation, and evaluation of improvement plans.

• Collaborate with clinical and operational leaders to improve care processes and outcomes.

• Serve as a resource for quality, safety, and patient experience improvement efforts.

Professional Responsibilities

• Maintain confidentiality of patient, employee, and organizational information.

• Demonstrate professionalism, accountability, and collaboration in all interactions.

• Participate in professional development activities to maintain knowledge of current quality, safety, and patient experience practices.

• Perform other duties as assigned.

Required Education, Licensure, Certification, Experience

Education:

• Bachelor of Science in Nursing (BSN) required.

• Current Registered Nurse (RN) license required.

Experience:

• Minimum of three (3) years of clinical nursing experience required.

• Experience in quality improvement, patient safety, patient experience, accreditation, or healthcare analytics preferred.

Knowledge, Skills, and Abilities:

• Strong analytical and critical thinking skills.

• Ability to collect, analyze, interpret, and present healthcare data.

• Proficiency with Microsoft Excel, including data analysis and reporting functions.

• Strong written and verbal communication skills.

• Ability to facilitate meetings, councils, and interdisciplinary teams.

• Knowledge of patient safety principles, quality improvement methodologies, and regulatory standards.

• Ability to manage multiple projects and priorities simultaneously.

• Strong organizational and project management skills.

• Ability to work independently and collaboratively across departments.

Preferred Education, Licensure, Certification, Experience

Preferred Qualifications:

• Certification in Healthcare Quality (CPHQ) preferred.

• Certified Professional in Patient Safety (CPPS) preferred.

• Master’s Degree in healthcare related field.

• Experience with healthcare dashboards, data visualization tools, or business intelligence software preferred.

• Experience supporting shared governance, nursing councils, or professional practice programs preferred.

Core Competencies

• • Patient-Centered Care

• Patient Safety

• Data Analytics

• Quality Improvement

• Critical Thinking

• Root Cause Analysis

• Communication and Presentation Skills

• Collaboration and Relationship Management

• Project Management

• Change Management

• Professional Accountability

• Continuous Improvement