Patient Experience Strategist & Service-Excellence Lead

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

Job summary

Tahoe Forest Health System is seeking a Patient Experience Leader to coordinate the patient experience program and serve as the primary contact for patients and families across the health system.

The role drives initiatives to improve patient and family experience, investigates complaints, and maintains the feedback event reporting system to support continuous quality improvement. Requires RN licensure or equivalent and CPXP within 1 year.

Qualifications

• Bachelor's degree in a related field and 5+ years relevant experience.
• RN license or commensurate clinical license (Upon hire).
• CPXP certification within 1 year of hire.

Responsibilities

• Oversee patient experience program and data sources (Press Ganey, HCAHPS, event databases) and identify improvement opportunities.
• Monitor and report patient experience performance to leadership and stakeholders.
• Facilitate patient experience improvement initiatives with leaders and staff.
• Coordinate action plans and track progress toward goals, escalating barriers as needed.
• Promote PFCC philosophy and coordinates service excellence initiatives.
• Coordinate Service Recovery and monitor trends to guide improvements.
• Conduct routine patient rounding to assess experience and recognize positive service.

Skills

Data manipulation

Analytical thinking

Communication

Customer service

Process improvement

Education

Bachelor's degree in related field

Job description

Tahoe Forest Health System is seeking a Patient Experience Leader to coordinate the patient experience program and serve as the primary contact for patients and families across the health system.

The role drives initiatives to improve patient and family experience, investigates complaints, and maintains the feedback event reporting system to support continuous quality improvement. Requires RN licensure or equivalent and CPXP within 1 year.