Patient Experience Specialist Senior

Job Summary Partners with team members to manage operational improvement projects throughout the organization, including both clinical and non‑clinical areas, to accomplish measurable improvements in patient and family experiences as evidenced by data sets (business process improvements). Work assignments are typically more complex and larger in scope. Analyzes and measures the effectiveness of existing processes and develops sustainable, repeatable, and quantifiable clinical and business process improvements. Collects and analyzes process and/or quality data to initiate, develop, and recommend operational practices and procedures that focus on holistically improving the experience of care in order to enhance performance on regulatory measures, support the organization’s mission, vision and values, and drive personalized care and market share, enhanced safety, increased productivity, and reduced cost. Effectively partners with clinical and non‑clinical staff and leadership across the organization to drive change. Uses design thinking and human‑centered design in this approach. Essential Functions Support and drive improvement activities for accountable areas based on organizational priorities (project management, measurable deliverables, milestones, and data‑informed strategy). Serve as a liaison between various departments across the Corewell Health System. Communicate, collaborate, network with and act as a change agent to key stakeholders. Ensure continuity and coordination of services with appropriate utilization of resources. Manage stakeholder collaboration within departments and across organizational resources. Drive continuous assessment and improvements using appropriate tools and methodology, assisting stakeholders and process owners in prioritizing improvement opportunities. Analyze, interpret, and present patient experience data to individuals and groups. Coach implementation of evidence‑based, effective improvement interventions to close patient experience gaps. Partner to develop data‑driven, strategic recommendations for improvement focus areas. Present team‑developed strategic priorities to clinical and operational leaders. Support goal‑setting conversations with a clear ability to tie strategy to actionable steps/leading measures. Qualifications Bachelor’s Degree or equivalent in a healthcare‑related field (Required). Master’s Degree in a healthcare‑related field (Preferred). Three years of relevant experience in a clinical care environment/hospital system. Three years of relevant experience in customer/stakeholder engagement. Two years of relevant experience participating in improvement initiatives. Beryl Institute Body of Knowledge Core Course Certification. Patient Experience Professional Certification. Design Thinking Certification. Equal Employment Opportunity Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief. #J-18808-Ljbffr Spectrum Health