Patient Experience Specialist

Patient Experience Specialist

The Patient Experience Specialist supports the organization's patient experience (PX) program through data analysis, consultation, education, and process improvement initiatives. Serving as a key resource on patient experience data, regulatory requirements, and best practices, this professional collaborates with and consults leaders and staff across OU Health to assess needs, identify barriers, and implement strategies that improve patient experience outcomes across the organization.

Essential Responsibilities: Responsibilities listed in this section are core to the position. Inability to perform these responsibilities, with or without an accommodation, may result in disqualification from the position.

• Coordinates interdisciplinary patient experience initiatives by influencing outcomes through collaboration, consultation, and shared accountability without direct authority.
• Provides consultative support to leaders and departments by translating patient experience strategy, data insights, and best practices into operational action.
• Facilitates meetings, workgroups, and improvement activities, guiding teams toward defined goals, timelines, and measurable outcomes.
• Supports oversight of patient experience initiatives by tracking progress, monitoring outcomes, and identifying risks and opportunities for improvement.
• Analyzes and synthesizes patient experience data to develop recommendations, communicate trends, and support leadership decision-making.
• Supports others including team members by sharing knowledge, modeling effective practices, and reinforcing consistent patient-centered behaviors.
• Builds and maintains cross-functional relationships to advance patient experience goals and support integrated care delivery.
• Demonstrates sound professional judgment, accountability, and discretion when handling sensitive stakeholder concerns and organizational priorities.
• Contributes to the sustainability of patient experience programs through documentation, standardization, and continuous improvement efforts.
• Engages in ongoing professional and leadership development, demonstrating readiness for expanded responsibility and future people leadership roles.

General Responsibilities:

Performs other duties as assigned.

Minimum Requirements:

Education: Bachelor's degree required.

Experience: At least 1 year of experience in patient experience, quality improvement, healthcare operations, or other related healthcare function required.

Licensure/Certifications/Registrations Required:

Certified Patient Experience Professional (CPXP) issued by The Beryl Institute required within 1 year of hire.

Knowledge, Skills & Abilities:

• Knowledge of patient experience principles, metrics, and best practices.
• Understanding of regulatory and accreditation standards related to patient experience.
• Skill in analyzing data and translating insights into actionable recommendations for leaders and committees.
• Process improvement and project management skills.
• Ability to consult, influence, and lead without direct authority.
• Strong presentation and facilitation skills across all organizational levels.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office and data visualization tools.
• Skill in consultative leadership, including coaching leaders and peers on best practices and improvement strategies.
• Ability to support programmatic and operational initiatives, including coordination, outcome tracking, and identification of improvement opportunities.
• Strong capability to build and maintain cross-functional relationships and collaborate effectively across departments.
• Professional judgment, accountability, and discretion when managing sensitive information or stakeholder concerns.
• Ability to mentor or support others, contributing to team development and consistent practice.

OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.