Patient Experience Advisor

Arkansas Children’s Hospital; Little Rock (AR); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Job summary

Arkansas Children's Hospital is seeking a Patient Experience Advisor to lead programs that enhance the patient and family experience across the organization. You will partner with leaders to advance service excellence, improve satisfaction, and drive strategic initiatives.

You will design training, develop resources, coach staff, and analyze patient feedback data to recommend improvements. This role requires collaboration across clinical, operational, and administrative teams and the ability to

Qualifications

• High school diploma or GED required or equivalent.
• Bachelor's degree preferred for target-focused roles.
• Certified Patient Experience Professional (CPXP) within 1 year of hire is recommended.

Responsibilities

• Develops, implements, and evaluates patient experience initiatives aligned with organizational priorities.
• Designs and delivers training resources and coaching to promote empathy and service excellence.
• Analyzes patient experience data to identify trends and opportunities for improvement.
• Partners with clinical, operational, and administrative departments to integrate patient experience into workflows.
• Serves as strategic advisor to managers and leaders to drive patient experience initiatives.

Skills

Patient experience

Data analysis

Training design

Cross-functional collaboration

Communication skills

Education

High school diploma or GED

Bachelor's degree preferred

Job description

ARKANSAS CHILDREN'S IS A TOBACCO FREE WORKPLACE. FLU VACCINES ARE REQUIRED. ARKANSAS CHILDREN'S IS AN EQUAL OPPORTUNITY EMPLOYER.

ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, NATIONAL ORIGIN, AGE, DISABILITY, PROTECTED VETERAN STATUS OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE, OR LOCAL LAWS.

Work Shift: Please see job description for details.

Time Type: Full time Department: CC017226

Patient Experience Advisor

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.

Responsibilities

• 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.

Required Education

• High school diploma or general education degree (GED)

Recommended Education

• Bachelor's degree in a related field of study.

Required Work Experience

Recommended Work Experience

Required Certifications

Recommended Certifications

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

About Arkansas Children's

Arkansas Children's 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 from the American Nurses Credentialing Center (ANCC), for nursing excellence and patient outcomes. And we are nationally ranked by U.S. News & World Report 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 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