Patient Experience Advisor

Arkansas Children's; Little Rock (AR); On-site; USD 75,000 - 105,000; Full time

Job summary

Arkansas Children’s is seeking a Patient Experience Advisor to lead initiatives that enhance patient and family experiences across the organization. You will partner with leaders to advance service excellence, analyze feedback data, and drive improvements that matter to patients and families.

The role requires collaboration across clinical, operational, and administrative teams, with a focus on training, coaching, and reporting that informs executive decisions and supports organizational

Qualifications

• Develops, implements, and evaluates patient experience initiatives aligned with organizational priorities.
• Designs and delivers training, resources, and coaching to promote empathy and patient-centered care.
• Analyzes patient experience data to identify trends and opportunities for improvement.
• Partners with clinical, operational, and administrative departments to integrate experience principles.
• Advances patient experience and service excellence initiatives with leaders to drive change.

Responsibilities

• Develops and executes patient experience programs across the organization.
• Delivers training and coaching to promote service excellence and effective communication.
• Analyzes feedback from surveys, comments, and complaints to drive improvements.
• Collaborates with departments to integrate patient experience into workflows and projects.
• Leads or participates in advisory councils, focus groups, and leadership rounding initiatives.
• Represents patient experience in cross-functional committees and leadership meetings.

Skills

Data analysis

Training design

Cross-functional collaboration

Stakeholder management

Education

High school diploma or GED

Bachelor's degree in related field

CPXP certification

Job description

Work Shift

Please see job description for details.

Time Type

Full time

Department

CC017226 Patient Engagement

Additional Information

The Patient Experience Advisor is responsible for developing, implementing, and evaluating programs and initiatives that enhance the patient and family experience across the organization. This role serves as a strategic partner and subject matter expert, working closely with organizational leaders to advance service excellence initiatives, improve patient satisfaction, and support organizational priorities. The Advisor independently leads complex initiatives, influences decision-making through data and best practices, and builds collaborative relationships with leaders at all levels of the organization to drive meaningful and sustainable improvements.

Required Education

High school diploma or general education degree (GED)

Recommended Education

Bachelor's degree in a related field of study.

Recommended Certifications

Certified Patient Experience Professional (CPXP) - The Beryl Institute - to be obtained within 1 year of hire. - The Beryl Institute

Description

1. Develops, implements, and evaluates patient experience and service excellence initiatives that align with organizational priorities and healthcare industry best practices.
2. Designs and delivers training, educational resources, and coaching to promote empathy, effective communication, service recovery, and patient-centered care across the organization.
3. Analyzes patient experience data, including surveys, comments, complaints, compliments, and other feedback sources to identify trends, measure outcomes, and recommend opportunities for improvement.
4. Partners with clinical, operational, and administrative departments to integrate patient experience principles into workflows, projects, and operational processes that support organizational goals.
5. Serves as a strategic advisor and subject matter expert by partnering with managers, directors, and executive leaders to develop solutions, provide recommendations, and advance patient experience and service excellence initiatives.
6. Leads and supports patient and family engagement activities, including advisory councils, focus groups, leadership rounding initiatives, and other feedback mechanisms to strengthen the patient and family experience.
7. Researches healthcare trends, regulatory requirements, accreditation standards, and evidence-based practices related to patient experience and service excellence, recommending improvements as appropriate.
8. Develops and presents reports, dashboards, business cases, and recommendations that communicate patient experience performance, support executive decision-making, and influence organizational priorities.
9. Leads or participates in multidisciplinary performance improvement initiatives by applying patient experience expertise to support quality, safety, operational excellence, and organizational goals.
10. Represents Patient Experience and Service Excellence in cross-functional committees, leadership meetings, and organizational forums, effectively facilitating discussions, influencing decisions, and building consensus among stakeholders.
11. Promotes a culture of service excellence by recognizing best practices, supporting employee recognition efforts, and encouraging continuous improvement throughout the organization.
12. Performs other duties as assigned.

Arkansas Children’s (https://www.archildrens.org/about-us) is the only hospital system in the state dedicated to caring for children, which enables us to uniquely shape the landscape of pediatric care in Arkansas.

Arkansas Children’s is driven by four core values—safety, teamwork, compassion and excellence—which inform every action.

Arkansas Children’s Hospital has received Magnet Status (https://www.archildrens.org/about-us/magnet-recognition) from the American Nurses Credentialing Center (ANCC), for nursing excellence and patient outcomes. And we are nationally ranked by U.S. News & World Report (https://www.archildrens.org/about-us/awards-and-recognition) for Cancer, Cardiology & Heart Surgery, Diabetes & Endocrinology, Nephrology, Neurology & Neurosurgery, Pulmonology & Lung Surgery and Urology.

For more than a century, Arkansas Children’s has met the unique needs of children. But we’re more than just a hospital treating sick kids—our services include two hospitals, a pediatric research institute, foundation, clinics, education and outreach, all with an unyielding commitment to making children better today and healthier tomorrow.

Arkansas Children’s Little Rock campus includes a 336-bed hospital with the state’s only pediatric Level 1 Trauma Center, burn center, Level 4 neonatal intensive care and pediatric intensive care, as well as a nationally-recognized transport service. And Arkansas Children’s Northwest (https://www.archildrens.org/locations/arkansas-childrens-nw) provides inpatient and emergency care, clinic rooms and diagnostic services to children in that corner of the state.

“Arkansas Children’s is a place of hope and comfort for children and parents. When you are at children’s, you are part of an elite team united with a common goal of saving children and making their lives better.” Michael – Business Operations Manager

“Arkansas Children’s Hospital is a prestigious institution that cares for children.” Linda – Information Systems Analyst

“We are an organization of care, love, and hope while we champion children.” Angela – Parking and Fleet Coordinator

“Care, love, and hope for children!” Kathy – Administrative Assistant

“When I think of my time here at Arkansas Children’s Hospital, I can honestly say that it has given me a unique perspective on the human condition, and the various roles that we all have in patient care. As a supply assistant, I have a very important job ensuring that the doctors and nurses have what they need to provide the world class medical care to the Children of Arkansas and surrounding states. Being a Champion for Children is more than a catch phrase, it is a way of life!” Nick – Supply Assistant

Arkansas Children's provides equal employment opportunity to all persons without regard to age, race, color, religion, national origin or citizenship status, disability, military status, sexual orientation, gender identity or expression, pregnancy or any other category protected by federal, state and local laws. Further, Arkansas Children's will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.