Patient Experience Specialist Senior

Voluntary Protection Programs Participants' Association, Inc.; Grand Rapids (MI); Hybrid; USD 85,000 - 115,000; Full time

Job summary

Corewell Health seeks a Patient Experience Specialist Senior to partner with frontline and operational leaders, translating patient feedback into actionable improvement strategies across the organization. You will analyze data, drive initiatives, and support system-wide Patient Experience programs with a focus on patient-centered care.

The role emphasizes design thinking and collaboration, with hybrid work and responsibilities spanning LTR-focused work, medical practice areas, and system

Qualifications

• Bachelor's degree in a healthcare-related field is required.
• Preferred: Master's in a healthcare-related field.
• Experience with improvement initiatives and change management is a plus.
• Familiarity with design thinking or human-centered design is beneficial.

Responsibilities

• Supports and drives Patient Experience improvement activities based on priorities with projects, milestones, and data-driven strategies.
• Acts as a liaison across Corewell Health, building relationships with stakeholders and advocating for Patient Experience improvements.
• Drives continuous assessment and improvement using tools and methodologies to identify and prioritize opportunities.
• Analyzes and presents Patient Experience data to leaders to translate findings into actionable strategies.
• Collaborates with frontline and operational leaders to close gaps and improve performance using evidence-based interventions.

Skills

Customer engagement

Stakeholder engagement

Data analysis

Project management

Education

Bachelor's Degree 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 to market place. enhanced safety, increased productivity, and reduced cost. Effectively partners with clinical and non-clinical staff and leadership across the organization to drive change. Is able to view healthcare through a consumer lens and identify areas in need of improvement based on data and evaluation. Is able to develop sustainable strategies to drive this improvement that result in a direct impact on consumer perception. Using design thinking and human centered design in this approach. The Patient Experience Specialist Senior will support assigned areas while remaining flexible to cross-cover across Patient Experience needs as organizational priorities evolve. The position is anticipated to support LTR-focused work, medical practice areas, and project-based initiatives across the Patient Experience department, while collaborating with colleagues across the system.

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

Required

• 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 hireCRT-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.

You may request assistance in completing the application process by calling 616.486.7447.