Patient Experience Transformation Lead

Covenant HealthCare; Saginaw (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

Covenant HealthCare is seeking a Patient Experience Specialist to lead organization-wide improvement initiatives across the enterprise. You will coach leaders, managers, and frontline staff to enhance patient experiences in alignment with our Mission and Values.

Key duties include analyzing HCAHPS data, rounding in patient care settings, guiding performance improvement, and building advisory councils to gather patient feedback.

Qualifications

• Bachelor's degree in Communications, Healthcare Administration, Business, or related fields.
• Master's degree preferred.
• 3 years healthcare experience focusing on customer service and the patient experience.
• CPXP designation preferred.
• Experience leading teams and implementing quality/performance improvement programs.

Responsibilities

• Synthesizes patient experience data and identifies improvement opportunities.
• Conducts rounds to observe patient interactions and assess the environment.
• Tracks performance against goals and develops improvement recommendations.
• Presents findings to senior leaders and care teams in formal/informal formats.
• Coaches leaders on performance improvement initiatives and best practices.
• Manages the Service Recovery program and supports staff feedback processes.

Skills

Customer service

HCAHPS knowledge

Statistical analysis

Change management

Communication skills

Leadership

Data interpretation

Team coaching

Education

Bachelor's degree in Communications, Healthcare Administration, Business, or related fields

Master's degree preferred

Job description

Covenant HealthCare is seeking a Patient Experience Specialist to lead organization-wide improvement initiatives across the enterprise. You will coach leaders, managers, and frontline staff to enhance patient experiences in alignment with our Mission and Values.

Key duties include analyzing HCAHPS data, rounding in patient care settings, guiding performance improvement, and building advisory councils to gather patient feedback.