Patient Experience Strategy Lead

Akron Children's; Akron (OH); On-site; USD 85,000 - 110,000; Full time

Job summary

Akron Children’s is seeking a Patient Experience Initiative Specialist to lead enterprise-wide improvements in patient and family experience across inpatient, ambulatory, and community settings. The role blends nursing expertise with performance improvement, patient advocacy, and staff development to support high-quality, patient-centered care.

The position requires a BSN, an Ohio RN license, and a minimum of three years in nursing or related fields, with certification in CPXP, PMP, Lean Six

Qualifications

• BSN required; master's degree preferred.
• Ohio RN license required.
• CPXP, PMP, Lean Six Sigma or related certification preferred; if CPXP not held at hire, certification must be obtained within two years.
• Minimum of three years of experience in nursing, patient experience, quality improvement, or related field.
• No supervisory experience required.

Responsibilities

• Leads enterprise-wide patient and family experience improvement initiatives across inpatient, ambulatory, and community settings.
• Analyzes patient experience data, complaints, compliments, and quality metrics to identify trends and opportunities for improvement.
• Acts as organizational consultant for patient experience, advising leaders, providers, and staff on patient-centered care and service excellence.
• Collaborates with leaders and interdisciplinary teams to implement strategies that improve patient experience outcomes.
• Conducts patient and leader rounding observations and coaches staff on service excellence and patient-centered behaviors.
• Implements evidence-based practices to enhance patient engagement and communication.

Skills

Interpersonal communication

Facilitation

Data analysis

Project management

Cross-functional collaboration

Presentation skills

Education

BSN

Master's degree preferred in Nursing or related field

Tools

SharePoint

MS Office (Outlook, Excel, Word, PowerPoint)

NRC Health / Press Ganey systems

Job description

Akron Children’s is seeking a Patient Experience Initiative Specialist to lead enterprise-wide improvements in patient and family experience across inpatient, ambulatory, and community settings. The role blends nursing expertise with performance improvement, patient advocacy, and staff development to support high-quality, patient-centered care.

The position requires a BSN, an Ohio RN license, and a minimum of three years in nursing or related fields, with certification in CPXP, PMP, Lean Six