Patient Experience Specialist Senior

spectrumhealth; Grand Rapids (MI); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Corewell Health is seeking a Senior Patient Experience Specialist to partner with frontline and operational leaders, translating patient feedback into strategic improvements. You will blend data, collaboration, and improvement expertise to drive better patient experiences across clinical and non-clinical areas, with a hybrid onsite schedule.

The role emphasizes design thinking and human-centered design to develop sustainable strategies, support organizational priorities, and enhance patient

Qualifications

• Bachelor's Degree in a healthcare related field is required.
• Master's Degree in a healthcare related field is preferred.
• 3 years of experience in a Clinical Care Environment is preferred.
• 3 years of Customer/stakeholder engagement is preferred.
• 2 years of participation on improvement initiatives is preferred.
• CRT certifications from the preferred list (e.g., Beryl Institute Core Course) within 120 days after hire.
• CRT certification: Certified Pati (likely Patient Experience related) is preferred.

Responsibilities

• Supports Patient Experience improvement activities with project management, measurable deliverables, milestones, and data-informed strategies.
• Serves as a liaison between departments and stakeholders to support Patient Experience improvements.
• Drives continuous assessment and improvement using appropriate tools and methodologies.
• Analyzes and presents Patient Experience data to leaders to guide improvement strategies.
• Coaches leaders to implement evidence-based interventions to close gaps and improve performance.
• Develops data-driven recommendations for improvement focus areas based on patient feedback.
• Presents priorities and insights to clinical and operational leaders.
• Provides flexible support across Patient Experience areas and system-wide initiatives.

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. 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.

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 Pati