Patient Experience Architect

Trinity Health; Silver Spring (MD); On-site; USD 47,000 - 73,000; Full time

Benefits offered by this job

Comprehensive benefits from day one

Flexible work schedules

Free onsite parking

Job summary

Holy Cross Health in Silver Spring, MD is seeking a Patient Experience Consultant to advance patient and family experience across the organization. You will partner with leaders, physicians, and staff to design, implement, and coach initiatives that enhance satisfaction, engagement, and service excellence.

The role emphasizes analyzing patient feedback and metrics, and driving improvement through training and program development in a patient-centered culture.

Qualifications

• Bachelor’s Degree in healthcare, business and/or clinical area required.
• 5+ years of healthcare, patient experience, quality improvement, operational consulting, service excellence, or related experience.
• Experience leading cross-functional projects and facilitating change initiatives.

Responsibilities

• Lead and support organization-wide patient experience initiatives and service excellence programs.
• Design and implement improvement strategies focused on communication, responsiveness, empathy, care coordination, and patient engagement.
• Serve as an internal consultant to hospital, ambulatory, and support service leaders on patient experience improvement strategies.
• Ensure effective day-to-day operations related to patient experience programming and interactions.
• Analyze patient experience survey results, patient feedback, complaints, grievances, and rounding data.
• Provide coaching and consultation to leaders, physicians, and staff on patient-centered communication behaviors and service recovery practices.
• Support efforts to address patient concerns and improve patient relations processes.
• Partner with Patient Relations, Quality, Nursing, and Operational leaders to resolve complex patient experience issues.

Education

Bachelor’s Degree in healthcare, business and/or clinical area

Job description

Holy Cross Health in Silver Spring, MD is seeking a Patient Experience Consultant to advance patient and family experience across the organization. You will partner with leaders, physicians, and staff to design, implement, and coach initiatives that enhance satisfaction, engagement, and service excellence.

The role emphasizes analyzing patient feedback and metrics, and driving improvement through training and program development in a patient-centered culture.