Job Description

This Patient Experience Specialist is focused and responsible for developing educational strategies and leading the implementation to ensure improved understanding and results in patient experience metrics for Ancillary and Support Services Departments. The Patient Experience Specialist will provide coaching support to all service line departments to ensure effective and successful patient experiences and improve patient satisfaction and outcomes. This position provides consultation, gap assessment and assist nursing leadership with maintaining best practices to improve patient experience and overall perception. The Patient Experience Specialist acts as a neutral party in sensitive care concerns and patient experiences by actively listening, instilling trust and confidence, and conveying professionalism to the patient(s), provider(s), or staff member(s) involved. This position partners with patients, leaders, providers, and staff to realize organizational patient experience goals. Education and Formal Training: A minimum of a Bachelor’s degree in a healthcare related field required. Master’s degree and/or strong clinical focus preferred. Work Experience: Requires a minimum of two years training/educating on patience experience principles. Knowledge, Skills, and Abilities Required: Knowledge of adult learning principles, curriculum, and program development. High proficiency in Word, Excel, Outlook, and Power Point. Working knowledge of EPIC applications preferred. Ability to work independently and manage workflows in a fast paced and highly confidential environment. Excellent organizational skills and attention to detail. Adept in monitoring, observing, and coaching support/ancillary staff in processes that influence patient experience. Physical Requirements: Frequent moderate lifting, pulling, pushing, and carrying. Frequent walking, standing, stooping, and reaching. Must be able to travel throughout the hospital campuses and offsite properties as needed.

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