Patient Experience Leader — Data-Driven Care Excellence

Cayuga Health System; Hayts Corner (NY); Presencial; USD 70.000 - 90.000; Jornada completa

Descripción de la vacante

The Patient Experience Specialist at Arnot Health partners with the Chief Experience Officer to design, implement, and evaluate strategies that enhance the human experience for patients, families, and team members in the Centralus Health system.

This role uses data-informed improvement, lead coaching, and education programs aligned with our mission and values, and requires collaborating across departments to drive service excellence and compassionate care at the Ithaca onsite location.

Formación

• Bachelor’s degree in Business, Healthcare Administration, Nursing, Organizational Development, Public Health, or related field.
• Minimum of 3 years of progressive experience in human experience, service excellence, or customer relations, preferably within a hospital or health system.
• Demonstrated success leading service improvement initiatives in complex healthcare environments.
• Demonstrated experience facilitating cross-functional improvement efforts without direct authority.
• Certified Patient Experience Professional (CPXP) credential or attainment within three years of hire.

Responsabilidades

• Lead the planning, development, and implementation of enterprise-wide patient experience initiatives that improve the experience of patients, families, and team members.
• Analyze patient experience, grievance, and operational data to identify trends, barriers, and opportunities for improvement, and translate findings into actionable improvement strategies.
• Contribute to the development, communication, and implementation of an enterprise-wide patient experience strategy and improvement plans.
• Socialize objectives and performance goals aligned with industry benchmarks and best practices for service lines and departments.
• Serve as the subject matter expert for patient experience analytics and platforms, including interpreting, tracking, and reporting qualitative and quantitative data for leaders, while training and coaching leaders to understand and apply data insights to improve outcomes.
• Compiling and presenting reports for leadership, including executive‑level summaries of trends and anticipated changes.
• Coach, support, and consult with leaders and teams to address performance gaps and improve patient experience metrics through sustainable action plans and performance improvement.
• Partner to design, deliver, and implement patient experience education, training, and professional development programs aligned with the key drivers of experience and organizational priorities.
• Collaborate in the design and sustainment of recognition and engagement initiatives that reinforce a culture of excellence.
• Demonstrate a consistent commitment to compassionate, empathetic, and responsive interactions that address the psychological and physical needs of team members, patients, families, and families.
• Serve as a liaison between patients, families, and staff to support timely resolution of concerns and promote compassionate, empathetic interactions, and optimize the overall experience.
• Perform other duties as required to support organizational goals and the patient experience.

Conocimientos

Customer relations

Service excellence

Data-informed decision making

Cross-functional collaboration

Educación

Bachelor’s degree in Business, Healthcare Administration, Nursing, Organizational Development, Public Health, Industrial/Organizational Psychology, or related field

Descripción del empleo

The Patient Experience Specialist at Arnot Health partners with the Chief Experience Officer to design, implement, and evaluate strategies that enhance the human experience for patients, families, and team members in the Centralus Health system.

This role uses data-informed improvement, lead coaching, and education programs aligned with our mission and values, and requires collaborating across departments to drive service excellence and compassionate care at the Ithaca onsite location.