Senior Patient & Customer Experience Specialist (Hybrid)

Job Description

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.

Job Responsibility

• 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 (ie during proactive rounding, phone calls and/or other interactions).
• Performs service recovery, follows policies/procedures regarding concern and complaint management, escalates to leadership, when appropriate.
• Operates under limited guidance and executes work assignments that are moderate to high complex.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Preferred Skills

• Supports the design and delivery of educational programs tailored to the diverse needs of clinical and non-clinical staff, ensuring alignment with organizational goals and patient-centered care initiatives.
• Coordinates patient experience strategic programs, initiatives and functions within the system Office of Patient & Customer Experience.
• Assists in establishing metrics and evaluation tools to measure the effectiveness of educational initiatives; gathers feedback to refine and improve training programs on a continual basis.

Job Qualifications

• Bachelor's Degree required, or equivalent combination of education and related experience.
• 3-5 years of relevant experience, required.

*Additional Salary Detail
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).