Working/Functional Title
Employee & Patient Experience Coordinato
Position Summary
The Coordinator, Employee & Patient Experience is responsible for advancing a consistent and exceptional experience for both MSU Health Care employees and patients. This position serves as a key connector between employee engagement, organizational culture, service excellence, and patient satisfaction, helping ensure that the experience we create for our employees is reflected in the care and service delivered to our patients.
Working collaboratively with clinical and operational leaders, Human Resources, Quality, Marketing, and other administrative partners, the Coordinator develops, coordinates, and supports initiatives designed to strengthen employee and patient experience across MSU Health Care. A key focus of the position is employee training and development, including supporting onboarding and orientation, coordinating ongoing learning opportunities, developing training resources and tools, and reinforcing service and organizational standards throughout the employee lifecycle.
The Coordinator serves as an organizational resource for experience data and improvement, bringing the voice of employees and patients to leadership and helping translate feedback into meaningful action. The position does not replace operational accountability; rather, it equips leaders with the information, tools and support needed to improve the experience within their areas.
The role supports MSU Health Care's mission and vision by helping create an environment where employees feel engaged, supported and valued, enabling them to deliver exceptional, compassionate care to every patient.
Essential Responsibilities
Employee Experience & Onboarding.
- Develop and coordinate a consistent employee experience from onboarding through key employee lifecycle milestones.
- Monitor new employee feedback and identify opportunities to improve the first 90–180 days of employment.
- Develop tools and resources that help employees understand MSU Health Care's mission, vision, culture and service expectations.
- Identify employee experience barriers and facilitate solutions with appropriate leaders.
Patient Experience
- Analyze patient feedback, comments, complaints and service recovery trends to identify opportunities for improvement.
- Partner with operational and clinical leaders to develop and monitor patient experience improvement plans.
- Support consistent service expectations across clinics, locations and service lines.
- Develop tools and resources that promote compassionate communication, service excellence and patient-centered care.
Experience Measurement & Reporting
- Develop and maintain an employee and patient experience dashboard and reporting structure.
- Monitor key experience indicators and identify trends requiring leadership attention.
- Connect employee engagement data with patient experience outcomes to identify opportunities for improvement.
- Establish measurable experience goals and monitor progress against organizational priorities.
Culture & Engagement
- Support initiatives that strengthen organizational culture, employee engagement, recognition and connection to MSU Health Care's mission.
- Monitor employee engagement and pulse survey results and assist leaders in developing meaningful action plans.
- Identify organizational themes and trends from employee feedback and communication opportunities to leadership.
- Support communication and engagement strategies during organizational change and transformation.
Service Excellence
- Develop and coordinate education and resources related to service excellence, communication, empathy and service recovery.
- Incorporate patient stories, employee feedback and experience data into education and improvement activities.
- Recognize and share examples of employees and teams demonstrating exceptional service.
Minimum Requirements
Knowledge equivalent to that which would normally be acquired in a four year college degree; three to five years of related and progressively more expansive work experience in a field related to the position including planning and managing projects; communications content management (written, verbal, digital) experience with word processing, database, spreadsheet, presentation, calendaring software, desktop publishing and/or project management software; or an equivalent combination of education and experience.
Desired Qualifications
- 3–5 years of experience in healthcare operations or patient access.
- Knowledge of data mining, analytics, or senior level reporting.
- Comprehensive knowledge of clinical processes and workflows preferred
- Excellent leadership, communication, and problem-solving skills
Equal Employment Opportunity Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.
Required Application Materials
Resume and cover letter
Work Hours
STANDARD 8-5
Website
https://healthcare.msu.edu/
The Bidding Eligibility ends on 11/03/2026 at 11:55 PM
