Patient Experience & Service Excellence Specialist

Tahoe Forest Health System; Truckee (CA); On-site; USD 116,000 - 142,000; Full time

Job summary

Tahoe Forest Health System coordinates and leads patient experience and family-centered care initiatives across the organization. You will serve as the primary contact for patients, families, and community members, driving service excellence and resolving complaints with clinical insight.

The role requires RN or equivalent licensure, a Bachelor's degree with 5+ years of experience, CPXP certification, and strong data skills to analyze feedback sources like Press Ganey and HCAHPS.

Qualifications

• Strong analytical and problem-solving skills.
• Excellent communication and customer service abilities.
• Experience in process improvement.

Responsibilities

• Oversees the organization’s patient experience program, including management of patient experience data sources and reporting systems, and identifies trends and opportunities for improvement.
• Monitors, analyzes, and reports patient experience and service excellence performance, providing actionable insights and progress updates to leadership.
• Facilitates development and implementation of patient experience improvement initiatives with leaders, physicians, APPs, and staff.
• Coordinates patient experience action plans, tracks progress, and communicates results to leadership.
• Leads PFCC initiatives, Service Recovery, and grievance resolution activities; supports regulatory compliance and survey readiness.

Skills

Data analysis

Problem solving

Communication

Customer service

Process improvement

Education

Bachelor's degree

Master's degree

Certified Patient Experience Professional (CPXP)

Tools

Press Ganey

HCAHPS

Job description

Tahoe Forest Health System coordinates and leads patient experience and family-centered care initiatives across the organization. You will serve as the primary contact for patients, families, and community members, driving service excellence and resolving complaints with clinical insight.

The role requires RN or equivalent licensure, a Bachelor's degree with 5+ years of experience, CPXP certification, and strong data skills to analyze feedback sources like Press Ganey and HCAHPS.