Patient Experience Strategy Consultant

Henry-Ford-Health-2; West Bloomfield Charter Township (MI); On-site; USD 65,000 - 95,000; Full time

Job summary

Henry Ford Health is seeking a Care Experience Consultant to drive patient satisfaction and organizational excellence. The role partners with leadership, physicians, and staff to design and implement strategies that improve patient experiences and outcomes across touchpoints.

The position emphasizes strategic consultation, data-driven insights, and engagement, coaching, and cross-functional collaboration to embed experience-focused thinking and continuous improvement across the organization.

Qualifications

• Bachelor's degree required; 3–5 years of progressively responsible experience in healthcare or service-oriented setting preferred.
• Excellent communication, written and verbal, across all levels of the organization.
• Strong ability to analyze customer survey data and translate into action plans.
• Experience with performance improvement methods and quantitative analysis.
• Proficient with Microsoft Office; project management and presentation skills.

Responsibilities

• Deliver proactive consultation to leadership to identify best practices for patient, family, and consumer experiences.
• Lead large-scale process improvement initiatives to enhance experience and culture.
• Conduct data analysis to identify trends and inform strategic decisions on care experience.
• Coach leadership and staff on service excellence behaviors and complaint prevention/resolution.
• Facilitate focus groups and patient journey mapping to uncover insights and opportunities.
• Collaborate with Quality, Risk, Finance, Legal Affairs, PR, Safety and HR to manage risk and communications.

Skills

Customer service

Project management

Data analysis

Communication

Education

Bachelor's Degree

Tools

Microsoft Project

PowerPoint

Job description

Henry Ford Health is seeking a Care Experience Consultant to drive patient satisfaction and organizational excellence. The role partners with leadership, physicians, and staff to design and implement strategies that improve patient experiences and outcomes across touchpoints.

The position emphasizes strategic consultation, data-driven insights, and engagement, coaching, and cross-functional collaboration to embed experience-focused thinking and continuous improvement across the organization.