The Patient Experience Specialist is responsible for establishing, leading, coordinating and the oversight of the hospital’s comprehensive program to continuously improve the experience of patients and to promote an organization wide approach to patient-centeredness and engagement. The PX Specialist serves as a change agent and works closely with hospital leaders in identifying priority areas, developing goals, planning improvement, and measuring effectiveness. Recognizes that the patient experience encompasses quality, safety and service encounters, and that sustained improvement requires an engaged workforce.

• Develops and leads the execution of the hospital’s patient experience strategy in cooperation with corporate and local delivery system senior leadership; works with hospital staff to achieve improved quality and patient satisfaction, cost efficiency in care delivery, highest volume of visits and admissions, competitive differentiation and best-in-class profitability. Serves as liaison with Corporate Chief Experience Officer (CXO) and ensures continuity and consistency of PX strategies throughout assigned hospitals.
• Serves as a subject matter expert on established and evolving best practices related to service and patient engagement and facilitates strategic planning and development of detailed work plans. Seeks greater understanding of key drivers contributing to patient satisfaction through the analysis of patient survey data, interpreting patient complaints, establishing patient advisory councils, where appropriate, participate in employee training, and working with leadership to identify and fix problems.
• Co-chairs Hospital’s Patient Excellence Committee to develop and share creative, sound solutions to communicate patient experience issues including but not limited to: Best Practices, Communication Channels, Employee Engagement, Patient & Family Engagement, Service Excellence, Availability & Use of Technology, and other means to drive a positive healthcare experience.
• Continually anticipates the future of healthcare delivery and drives innovative change in the patient experience. Keeps management informed about trends, issues and best practices relating to patient experience technology.
• Collaborates with the Risk Management and Quality & Patient Safety Departments in the process of complaints and grievances to include tracking, trending and timely follow-up. Advocates on behalf of the patients and their families.

REQUIRED QUALIFICATIONS:

• 5 years of experience in Hospital, Health Plan or Physician Office/Group setting
• Strong written and verbal communication skills
• Strong planning, organizational, and change management skills.
• Computer literacy and profi ciency with MS Offi ce Products including Word, Excel and PowerPoint
• Demonstrated ability to infl uence, develop and lead employee at all levels
• Ability to maintain flexibility and work well in a fast paced, constantly changing environment
• Ability to establish and maintain effective working relationships across the organization

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree in healthcare, business or related fi eld and/or combination of equivalent work/education experience
• One year previous experience in PX
• Previous Supervisory and/or Management experience
• Bilingual skills to communicate eff ectively with patients and families

• Develops and leads the execution of the hospital’s patient experience strategy in cooperation with corporate and local delivery system senior leadership; works with hospital staff to achieve improved quality and patient satisfaction, cost efficiency in care delivery, highest volume of visits and admissions, competitive differentiation and best-in-class profitability. Serves as liaison with Corporate Chief Experience Officer (CXO) and ensures continuity and consistency of PX strategies throughout assigned hospitals.
• Serves as a subject matter expert on established and evolving best practices related to service and patient engagement and facilitates strategic planning and development of detailed work plans. Seeks greater understanding of key drivers contributing to patient satisfaction through the analysis of patient survey data, interpreting patient complaints, establishing patient advisory councils, where appropriate, participate in employee training, and working with leadership to identify and fix problems.
• Co-chairs Hospital’s Patient Excellence Committee to develop and share creative, sound solutions to communicate patient experience issues including but not limited to: Best Practices, Communication Channels, Employee Engagement, Patient & Family Engagement, Service Excellence, Availability & Use of Technology, and other means to drive a positive healthcare experience.
• Continually anticipates the future of healthcare delivery and drives innovative change in the patient experience. Keeps management informed about trends, issues and best practices relating to patient experience technology.
• Collaborates with the Risk Management and Quality & Patient Safety Departments in the process of complaints and grievances to include tracking, trending and timely follow-up. Advocates on behalf of the patients and their families