Patient Experience Programs Lead & Change Coach

Brook Lane; Northern, Hagerstown (KY, MD); Hybrid; USD 75,000 - 112,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401k plan

Education assistance program

Employee assistance program

Paid Time Off

Shift differential

Job summary

Meritus Health is seeking a patient experience professional to lead efforts in service excellence. You will transform feedback and data into actionable improvements, coach leaders and frontline teams, and advance dashboards and reporting to sustain best practices across the organization.

The role reports to the Patient Experience Director and requires collaboration across multiple levels, with a focus on developing educational programs and sustaining a culture of “Happy to Help.”

Qualifications

• 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.
• Certified Patient Experience Professional (CPXP) designation highly preferred.
• Experience developing and presenting educational curriculum and training materials preferred.

Responsibilities

• Champion an exceptional patient experience by promoting a culture of service, compassion, accountability, and consistency.
• Identify opportunities and implement patient experience improvement strategies.
• Transform patient feedback and trends into actionable insights for meaningful improvement.
• Conduct rounding, coaching, education, and auditing to reinforce best practices.
• Serve as a patient experience subject matter expert supporting leaders and teams.
• Develop and deliver engaging educational programs and training materials.

Skills

Relationship-building

Analytical mindset

Interpersonal communication

Facilitation

Coaching

Presentation skills

Influence & collaboration

Critical thinking

Organizational skills

Data analysis

Statistical thinking

Leadership communication

Passion for patient experience

Education

Bachelor's degree in a clinical discipline

Tools

Databases

Spreadsheets

Data analysis tools

Web-based applications

Job description

Meritus Health is seeking a patient experience professional to lead efforts in service excellence. You will transform feedback and data into actionable improvements, coach leaders and frontline teams, and advance dashboards and reporting to sustain best practices across the organization.

The role reports to the Patient Experience Director and requires collaboration across multiple levels, with a focus on developing educational programs and sustaining a culture of “Happy to Help.”