Patient Experience Specialist Senior

Spectrum Health; Grand Rapids (MI); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

On-demand pay

Discounts directory

Identity protection

Retirement options

Job summary

Corewell Health in Grand Rapids is seeking a Patient Experience Specialist Senior to drive improvements across clinical and non-clinical areas. You will partner with frontline and operational leaders to translate patient feedback into actionable change, manage data-driven initiatives, and support both local priorities and system-wide Patient Experience programs.

This role emphasizes collaboration, data analysis, and change management, with a hybrid schedule and about three days onsite per week.

Qualifications

• 3 years of experience in a Clinical Care Environment
• 3 years of Customer/stakeholder engagement
• 2 years of participation on improvement initiatives
• CRT-At least one Certification from preferred list - Beryl Institute Body of Knowledge Core Course, Beryl Institute within 120 days after hire
• CRT-At least one Certification from preferred list - Certified Patient Experience Professional within 2 years after hire
• CRT-At least one Certification from preferred list - Design Thinking Certification within 1 year after hire
• CRT-At least one Certification from preferred list - Institute for Healthcare improvement (IHI), IHI Open School

Responsibilities

• Manage operational improvement projects across the organization to improve patient and family experiences
• Analyze and present Patient Experience data to help leaders translate findings into actions
• Partner with stakeholders to develop data-driven recommendations and strategic focus areas
• Support system-wide Patient Experience initiatives and cross-team collaboration across Corewell Health
• Act as change agent to drive adoption of evidence-based interventions at regional level

Skills

Stakeholder engagement

Education

Bachelor's Degree or equivalent in a healthcare related field

Master's Degree in a healthcare related field

Job description

This role offers a hybrid schedule, typically requiring approximately three days onsite per week, with flexibility based on team and operational needs. Turn patient feedback into meaningful change. As a Patient Experience Specialist Senior, you’ll partner with frontline and operational leaders to understand what patients are telling us, identify opportunities for improvement, and develop strategies that create better experiences for patients and families. You’ll combine data, collaboration, and improvement expertise while supporting both local priorities and system-wide Patient Experience initiatives across Corewell Health.

Job Summary

Partners with team members to manage operational improvement projects throughout the organization including both clinical and non-clinical areas to accomplish measurable improvements in patient and family experiences as evidenced by data sets (business process improvements). Work assignments are typically more complex and larger in scope. Analyzes and measures the effectiveness of existing processes and develops sustainable, repeatable, and quantifiable clinical and business process improvements. Collects and analyzes process and/or quality data to initiate, develop, and recommend operational practices and procedures that focus on holistically improving the experience of care in order to enhance performance on regulatory measures, support the organizations mission, vision and values and driving personalized care and market share. enhanced safety, increased productivity, and reduced cost. Effectively partners with clinical and non-clinical staff and leadership across the organization to drive change.

Essential Functions

Supports and drives Patient Experience improvement activities for accountable areas based on organizational priorities, including project management, measurable deliverables, milestones, and data-informed strategies. Serves as a liaison between departments across Corewell Health. Communicates, collaborates, and builds strong relationships with key stakeholders and acts as a change agent to support Patient Experience improvement. Drives continuous assessment and improvement using appropriate tools and methodologies, assisting stakeholders and process owners in identifying and prioritizing improvement opportunities. Analyzes, interprets, and presents Patient Experience data and feedback to individuals and groups, helping leaders understand opportunities and translate findings into actionable improvement strategies. Coaches and partners with frontline and operational leaders to implement evidence-based interventions designed to close Patient Experience gaps and improve performance. The intake specifically described Seniors as supporting frontline leaders and working directly with the data to guide improvement. Partners with stakeholders to develop data-driven, strategic recommendations for improvement focus areas, utilizing patient feedback and performance data to help determine where improvement efforts should be prioritized. Presents team-developed strategic priorities and Patient Experience insights to clinical and operational leaders. Supports goal-setting conversations and helps connect Patient Experience strategy to actionable steps, tactics, and leading measures. Provides flexible support across Patient Experience areas as organizational needs evolve, including LTR-focused work and cross-coverage of other Patient Experience areas when needed. Contributes to project-based, system-wide Patient Experience initiatives and collaborates across teams and regions to support greater alignment and consistency in Patient Experience work. Valerie Harkes specifically mentioned opportunities such as PX Week and website-related work as examples of system project work this Senior could support.

Qualifications

• Bachelor's Degree or equivalent in a healthcare related field
• Preferred Master's Degree in a healthcare related field
• 3 years of experience in a Clinical Care Environment
• 3 years of Customer/stakeholder engagement
• 2 years of participation on improvement initiatives
• CRT-At least one Certification from preferred list - Beryl Institute Body of Knowledge Core Course, Beryl Institute within 120 days after hire
• CRT-At least one Certification from preferred list - Certified Patient Experience Professional within 2 years after hire
• CRT-At least one Certification from preferred list - Design Thinking Certification within 1 year after hire
• CRT-At least one Certification from preferred list - Institute for Healthcare improvement (IHI), IHI Open School

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here. On-demand pay program powered by Payactiv Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more! Optional identity theft protection, home and auto insurance Traditional and Roth retirement options with service contribution and match savings Eligibility for benefits is determined by employment type and status

Primary Location SITE - Corewell Health Place - 100 Corewell Drive NW - Grand Rapids Department Name QSE Patient Experience - Corporate Employment Type Full time Shift Day (United States of America) Weekly Scheduled Hours 40 Hours of Work 8 a.m. - 5 p.m. Days Worked Monday to Friday Weekend Frequency N/A

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

People are at the heart of everything we do, and the inspiration for our legacy of outstanding outcomes, innovation, strong community partnerships, philanthropy and transparency. Corewell Health is a not-for-profit health system that provides health care and coverage with an exceptional team of 60,000+ dedicated people—including more than 11,500 physicians and advanced practice providers and more than 15,000 nurses providing care and services in 22 hospitals, 300+ outpatient locations and several post-acute facilities—and Priority Health, a provider-sponsored health plan serving more than 1.2 million members. Through experience and collaboration, we are reimagining a better, more equitable model of health and wellness.