Patient Experience Lead: Elevate Care & Service

aah; Charlotte (NC); On-site; USD 42,000 - 63,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Retirement plans

Educational assistance

Job summary

Advocate Health, headquartered in Charlotte, NC, seeks a Patient Experience Leader to advance patient-centered programs and data-driven improvements. You will supervise PX initiatives, analyze satisfaction trends, and guide staff education across the facility.

The role requires a Bachelor’s degree and 2+ years in customer service or healthcare, with strong communication, group facilitation, and office software skills. Benefits include Total Rewards and career development opportunities.

Qualifications

• Bachelor’s degree required.
• Minimum 2 years of customer service, hospital, or healthcare experience required.
• Exceptional oral and written communication skills.
• Strong communication and presentation abilities.
• Experience facilitating group education sessions and leading groups required.
• Proficient with personal computers and Microsoft Office applications, including: Outlook PowerPoint Excel (strongly preferred) Word.
• Certified Patient Experience Professional (CPXP) certification preferred.

Responsibilities

• Assists departments in implementing evidence-based patient-centered tactics and audits for consistency.
• Promotes and embeds system values and behaviors across programs and initiatives.
• Aligns with leadership to enforce strategy and maintain facility scorecards and goals.
• Guides a systematic approach to improving patient experience across the organization.
• Analyzes patient satisfaction data, identifies trends, and creates action plans.
• Acts as PX system superuser for applications, onboarding and training.
• Facilitates PX classes and onboarding for staff and teams.
• Maintains knowledge of PX data and value-based purchasing for educational use.
• Supports patient and family service initiatives and councils.
• Coordinates recognition and rewards program dissemination within facility/division.
• Oversees service recovery and complaint management; reports to leaders.
• Participates in system-wide patient experience committees and corporate initiatives.

Skills

Oral and written communication

Presentation skills

Group education facilitation

Customer service mindset

Education

Bachelor's degree

CPXP certification preferred

Tools

Microsoft Office

Outlook

PowerPoint

Excel

Job description

Advocate Health, headquartered in Charlotte, NC, seeks a Patient Experience Leader to advance patient-centered programs and data-driven improvements. You will supervise PX initiatives, analyze satisfaction trends, and guide staff education across the facility.

The role requires a Bachelor’s degree and 2+ years in customer service or healthcare, with strong communication, group facilitation, and office software skills. Benefits include Total Rewards and career development opportunities.