Patient Experience Program Lead — Data-Driven Change

Meritus Medical Center Inc; Hagerstown (MD); Vor Ort; USD 75.000 - 112.000; Vollzeit

Benefits dieser Stelle

Health, dental, and vision insurance

401k plan

Education assistance program

Employee assistance program

Shift differential

Zusammenfassung

Meritus Medical Center Inc in Hagerstown, MD is seeking a patient experience professional dedicated to delivering exceptional service and measurable improvement. Reporting to the Patient Experience Director, you will champion best practices, coach frontline teams, and transform feedback into action to drive meaningful patient outcomes.

You will lead educational programs, develop dashboards, and partner with leaders to sustain a culture of “Happy to Help.” The role requires strong communication,

Qualifikationen

• Bachelor’s degree in a clinical discipline preferred.
• Minimum of 3 years of professional experience involving customer service, patient relations, training, and development.
• Experience as a public speaker, coach, and change agent required.
• Knowledge of customer service principles and practices, healthcare services, and patient relations required.
• Change management training preferred.
• Experience with online patient experience improvement tools and report generation highly preferred.
• Certified Patient Experience Professional (CPXP) designation highly preferred.
• Experience developing and presenting educational curriculum and training materials using a variety of learning methods and tools preferred.

Aufgaben

• Champion an exceptional patient experience by promoting a culture of service, compassion, accountability, and consistency.
• Partner with leaders and frontline teams to identify opportunities and implement patient experience improvement strategies.
• Transform patient feedback, experience data, and trends into actionable insights that support meaningful improvement.
• Conduct rounding, coaching, education, and auditing to help teams strengthen service behaviors and sustain best practices.
• Serve as a patient experience subject matter expert, providing guidance and support to leaders and team members.
• Develop and deliver engaging educational programs, presentations, and training materials for audiences at multiple levels of the organization.
• Support patient experience committees and collaborative improvement initiatives.
• Maintain and support patient experience dashboards, reporting, and data infrastructure.
• Model the Meritus culture and bring our “Happy to Help” mindset to every interaction with patients, families, leaders, and fellow team members.

Kenntnisse

Public speaking

Coaching

Change management

Customer service

Patient relations

Presentation skills

Interpersonal communication

Data-driven decision making

Ausbildung

Bachelor’s degree in a clinical discipline

Jobbeschreibung

Meritus Medical Center Inc in Hagerstown, MD is seeking a patient experience professional dedicated to delivering exceptional service and measurable improvement. Reporting to the Patient Experience Director, you will champion best practices, coach frontline teams, and transform feedback into action to drive meaningful patient outcomes.

You will lead educational programs, develop dashboards, and partner with leaders to sustain a culture of “Happy to Help.” The role requires strong communication,