Patient Experience Partner

The PX Partner is responsible and accountable for the successful management of Patient Experience performance for their recommended area of focus. They serve as the boots‑on‑the‑ground PX champion, representing Centra’s Patient Experience with patients, families, and visitors, and provide consultative guidance to service line leaders through data analysis, patient rounding, and coaching of frontline staff. The role also manages patient complaints, utilizes feedback to identify improvement opportunities, and collaborates with HR Business Partners and Process Engineers to execute PX‑improvement initiatives, ensuring consistency across the organization.

Responsibilities

• Serves as the ambassador of the PX department to the organization
• Provides Patient Experience expertise and serves on internal work groups to support organizational initiatives
• Stays abreast of experience trends inside and outside of healthcare for continual development
• Conducts quantitative and qualitative primary research methodologies to provide explanatory insight
• Serves as an educator, coach, and role model for Patient Experience best practices
• Develops and administers user‑training on all survey functionality
• Acts as subject matter expert of survey vendor database, granting user access, training new users, and providing additional support as necessary
• Attends regular staff huddles
• Works effectively and collegiately with all levels of the business unit in the organization
• Cultivates positive, trusting relationships throughout all levels and areas of the organization
• Builds strong relationships with peers and cross‑functional partners to enable meaningful, timely delivery of results
• Analyzes patient experience feedback from multiple sources and presents findings and recommendations
• Provides regular updates to leaders on unit PX performance (insights, trends, opportunities, etc.)
• Conducts regular observation and patient rounding within the respective area
• Collaborates with unit staff and Foundational Five departments to understand and create the patient journey
• Utilizes data to identify areas of opportunity, conduct root‑cause analysis, and develop action plans for improvement
• Plans, organizes, and implements strategies and tactics to improve patient satisfaction on affected units
• Develops and executes action plans, including setting targets, reporting metrics, and timelines
• Oversees service recovery efforts across areas of responsibility

Qualifications

• Bachelor’s degree with emphasis in Business, Communications, or a related discipline (or five or more years of direct experience as a patient experience advocate, coordinator, or manager)
• Preferred: Master’s degree
• Minimum three years of work experience in project management or customer service
• Demonstrated ability to establish credibility as a trusted advisor and confidant to senior leadership
• Strong communication and customer service skills, including excellent written and verbal communication
• Ability to lead and work cross‑functionally with multiple disciplines throughout the organization
• Demonstrated knowledge of group facilitation, team building, and coaching/mentoring
• Creative, “outside the box” mindset and willingness to challenge industry norms
• Strong time and project‑management skills
• Proven ability to deliver results in a complex and dynamic work environment
• Proactive with a high level of independence

Pay

Salary Range: $55,591.00 – $83,387.00 per year