Patient Experience Specialist

Overview

Shift: M-F 8-5

Des Moines, IA

The Patient Experience Specialist supports the implementation and continuous improvement of patient experience strategies and initiatives to provide exceptional experiences. This role partners with leaders and team members to enhance the patient and family experience through education, data analysis and research, improvement initiatives, communication strategy, reward and recognition and patient engagement, working to ensure continued trust in UnityPoint Health.

Why UnityPoint Health?

At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.  Here are just a few:    

• Expect paid time off, parental leave, 401K matching and an employee recognition program.

• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.

• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.   

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience. 

Find a fulfilling career and make a difference with UnityPoint Health.

Responsibilities

• Partners with departments to design and implement patient experience improvement plans aligned with organizational goals.
• Lead experience mapping activities, develop improvement projects, and apply industry best practices to strengthen patient-centered care.
• Support education initiatives that reinforce foundational behaviors and a culture of exceptional service. 
• Analyze patient experience data from surveys, complaints, grievances, and external sources to identify trends and key drivers of experience.
• Develop clear reports and presentations that translate insights into actionable improvements and guide decision-making across teams. 
• Engage patients, families, and Patient & Family Advisory Councils to elevate the voice of the customer across the organization.
• Collaborate with leaders and staff on committees and initiatives, support issue resolution, and ensure concerns are escalated and addressed to continuously improve care experience. 

Qualifications

Education:  

• Bachelor’s degree in healthcare administration, social work, nursing, communication or related field required.
• Master’s degree in in healthcare administration, social work, nursing, communication or related field preferred.

Experience:  

• Two (2) years’ Healthcare and/or customer service experience required.
• One (1) year patient experience, patient relations, language services, volunteer services, process improvement or complaint resolution experience preferred.

License(s)/Certification(s):  

• Certified Patient Experience Professional – Patient Experience Institute preferred within two (2) years of hire.
• IL & IA Child Abuse Mandatory Reporter Training in state(s) where providing care required within 90 days of hire. 
• IL & IA Adult Dependent Abuse Mandatory Reporter Training in state(s) where providing care required within 90 days of hire.