Senior Patient & Customer Experience Specialist

About the role

Collaborates and facilitates inter‑departmental functions to support optimal patient and customer experience. Fosters and maintains relationships with key stakeholder leaders and teams to promote patient‑ and family‑centered care culture, care delivery and hospitality.

Responsibilities

• Role models Culture of C.A.R.E. and patient‑centered organizational values.
• Initiates and maintains ongoing communication with patients, families and team.
• Creates, implements and evaluates patient/customer experience‑based programs, projects and initiatives.
• Gathers and analyzes internal and external best practices to develop presentations, documents and reports; shares findings with leadership.
• Demonstrates advanced understanding of how to collect and interpret patient experience feedback, data and performance metrics.
• Collaborates with site‑based leadership to lead and sustain patient experience strategic plan.
• Participates in patient/customer experience improvement efforts; provides support for meetings and events.
• Coordinates and presents educational and training programs aimed at engaging team members in patient/customer experience culture.
• Engages team members and provides emotional support to patients, families, visitors and team members (e.g., during proactive rounding, phone calls and/or other interactions).
• Performs service recovery, follows policies/procedures regarding concern and complaint management, and escalates to leadership when appropriate.
• Operates under limited guidance and executes work assignments that are moderate to high complex.
• Performs related duties as required.

Qualifications

• Bachelor’s Degree required, or equivalent combination of education and related experience.
• 3–5 years of relevant experience required.
• Experience with patient experience, patient relations, or customer experience as a dedicated function highly preferred.
• Experience with survey analytics, Voice of the Patient/Customer, service recovery, journey mapping, change management, and coaching teams through improvement work highly preferred.
• Strong process and performance improvement background; comfortable analyzing data, identifying trends, getting to the root cause of an issue, and understanding operational impacts – highly preferred.
• Ability to partner with teams to translate insights into action, measure impact, and adjust when something isn’t working – highly preferred.

Salary Information

The salary range and/or hourly rate listed is a good‑faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member’s base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).