Patient Experience Consultant

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

Employment Type

Employment Type: Full time Shift: Description: Job Title: Patient Experience Consultant Employment Type: Full-time Shift: Days Location: Holy Cross Hospital - Silver Spring, MD

Position Purpose

Serves as a strategic advisor and change agent responsible for improving the patient and family experience across the organization. This role partners with operational leaders, physicians, nursing teams, and support departments to identify opportunities, design solutions, and implement initiatives that enhance patient satisfaction, engagement, service excellence, and overall experience outcomes. The consultant leverages patient feedback, survey data, operational metrics, and industry best practices to drive a culture of patient-centered care while supporting organizational goals related to quality, safety, access, and loyalty. Facilitates training and program development to support patient experience needs and goals; support leader program implementation and progress.

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.

Minimum Qualifications

• Bachelor's Degree in healthcare, business and/or clinical area required. (Additional related experience may be substituted for education requirement.)
• 5+ years of healthcare, patient experience, quality improvement, operational consulting, service excellence, or related experience required.
• Experience leading cross-functional projects and facilitating change initiatives requires.
• Experience analyzing healthcare performance metrics and patient satisfaction data preferred.

Position Highlights and Benefits

• Comprehensive benefit packages, including medical, dental, vision, mental health, paid time off, 403B, education assistance and voluntary benefits (pet insurance, accident insurance, hospital indemnity and others) available from the first day of employment.
• Work/Life balance with flexible schedules.
• Free onsite parking.
• Our mission and core values are what drive each member of Trinity Health to support each other, communicate openly and respectfully while embracing a culture that nurtures a healing, safe environment for all.
• Referral Rewards Program Pay Range: $34.07 - $52.84 per hour Pay is based on experience, skills, and education.
• Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates.
• The pay range may also vary within the stated range based on location.

About Us

Holy Cross Health is a Catholic, not-for-profit health system that serves more than 240,000 individuals each year from Maryland's two largest counties — Montgomery and Prince George's counties.

Holy Cross Health earns numerous national awards, clinical designations and accreditations across a wide range of specialties for providing innovative, high-quality health care services.

Holy Cross Health is an Equal Employment Opportunity (EEO) employer.

Qualified applicants are considered for employment without regard to Minority/Females/disabled/Veteran (M/F/D/V) status.

Our Commitment Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings.

By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care.

We are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.

Trinity Health is one of the largest not-for-profit, faith-based health care systems in the nation.

Together, we’re 121,000 colleagues and nearly 36,500 physicians and clinicians caring for diverse communities across 27 states.

Nationally recognized for care and experience, our system includes 101 hospitals, 126 continuing care locations, the second largest PACE program in the country, 136 urgent care locations, and many other health and well-being services.

Based in Livonia, Michigan, in fiscal year 2023, we invested $1.5 billion in our communities through charity care and other community benefit programs.

For more information, visit http://www.trinity-health.org.

You can also follow Trinity Health on LinkedIn.