Patient Experience Strategy Lead

Holy Cross Health; Silver Spring (MD); On-site; USD 47,000 - 73,000; Full time

Benefits offered by this job

Free onsite parking

Flexible schedules

Referral rewards program

Job summary

Holy Cross Health in Silver Spring, MD seeks a Patient Experience Consultant to drive patient-centered initiatives across the organization. You will partner with leaders, physicians, nursing teams, and support departments to identify opportunities, design solutions, and implement programs that enhance satisfaction, engagement, and service excellence.

The role focuses on analyzing feedback and metrics to support quality and loyalty, while providing coaching on patient-centered communication and

Qualifications

• Bachelor's Degree in healthcare, business and/or clinical area required (additional related experience may substitute).
• 5+ years of healthcare, patient experience, quality improvement, operational consulting, service excellence, or related experience required.

Responsibilities

• Lead and support organization-wide patient experience initiatives and service excellence programs.
• Design and implement improvement strategies focused on communication, responsiveness, empathy, care coordination, and patient engagement.
• Serve as an internal consultant to hospital, ambulatory, and support service leaders on patient experience improvement strategies and operations.
• Analyze patient experience survey results, patient feedback, complaints, grievances, and rounding data.
• Provide coaching and consultation to leaders, physicians, and staff on patient-centered communication behaviors and service recovery practices.
• Support efforts to address patient concerns and improve patient relations processes.
• Partner with Patient Relations, Quality, Nursing, and Operational leaders to resolve complex patient experience issues.

Skills

Healthcare experience

Patient experience

Quality improvement

Operational consulting

Service excellence

Cross-functional leadership

Education

Bachelor's Degree in healthcare, business and/or clinical area

Job description

Holy Cross Health in Silver Spring, MD seeks a Patient Experience Consultant to drive patient-centered initiatives across the organization. You will partner with leaders, physicians, nursing teams, and support departments to identify opportunities, design solutions, and implement programs that enhance satisfaction, engagement, and service excellence.

The role focuses on analyzing feedback and metrics to support quality and loyalty, while providing coaching on patient-centered communication and