Patient Experience Transformation Lead

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid time off

Education assistance

Free onsite parking

Job summary

Holy Cross Health in Silver Spring, MD seeks a Patient Experience Consultant to lead organization-wide initiatives that improve patient and family experiences. The role partners with physicians, nursing, and support services to design and implement programs that boost satisfaction, engagement, and service excellence.

You will analyze survey data, feedback, and metrics, provide coaching to leaders and staff on patient-centered communication, and support progress of patient relations and quality

Qualifications

• Bachelor's Degree in healthcare, business and/or clinical area required.
• 5+ years of healthcare, patient experience, quality improvement, operational consulting, service excellence, or related experience required.
• Experience leading cross-functional projects and facilitating change initiatives requires.
• Experience analyzing healthcare performance metrics and patient satisfaction data preferred.

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. Ensure effective day-to-day operations related to patient experience programming and interactions.
• 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

Patient experience

Quality improvement

Cross-functional projects

Change initiatives

Data analysis

Education

Bachelor's Degree in healthcare / business / clinical

Job description

Holy Cross Health in Silver Spring, MD seeks a Patient Experience Consultant to lead organization-wide initiatives that improve patient and family experiences. The role partners with physicians, nursing, and support services to design and implement programs that boost satisfaction, engagement, and service excellence.

You will analyze survey data, feedback, and metrics, provide coaching to leaders and staff on patient-centered communication, and support progress of patient relations and quality