This Patient Experience Specialist plays a vital role in developing and leading educational strategies aimed at enhancing patient experience metrics within Ancillary and Support Services Departments. The specialist provides coaching and consultation to various service line departments to foster effective patient interactions, improve satisfaction, and achieve better outcomes.

Acting as a neutral and trusted party, this role involves addressing sensitive care concerns by actively listening and maintaining professionalism with patients, providers, and staff. Collaboration with leadership and clinical teams is essential to uphold best practices and advance organizational patient experience goals.

Education and Formal Training

A minimum of a Bachelor’s degree in a healthcare-related field is required. Candidates with a Master’s degree or strong clinical background are preferred.

Work Experience

At least two years of experience in training or educating on patient experience principles is necessary.

Knowledge, Skills, and Abilities

• Understanding of adult learning theories, curriculum design, and program development.
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
• Familiarity with EPIC applications is preferred.
• Ability to work independently in a fast-paced, confidential environment.
• Strong organizational skills and attention to detail.
• Skilled in monitoring and coaching support and ancillary staff to enhance patient experience processes.

Physical Requirements

Frequent moderate lifting, pulling, pushing, and carrying; walking, standing, stooping, and reaching. Ability to travel across multiple hospital campuses and offsite locations as needed.