Patient Experience Specialist

Department:

Service Excellence

Union:

Shift:

8-hour Shift - Day (United States of America)

Hours Per Pay Period:

80

Job Description:

Range: $32.39-$48.66

Posting Date: 9/2/2026

Under the direct supervision of the Director, the Patient Experience Specialist (PES) is responsible for enhancing the experience for patient and families. Responsibilities include but are not limited to the following: develops a relationship of trust with patients and families by making the patient and family experience as comfortable and positive as possible. Partners and consults with leadership, HR, and organizational stakeholders to improve processes and outcomes and to facilitate changes. Develops and presents patient experience curriculum for new employee and new leader orientation, as well as leadership development. Provide educational learning and development for leaders around rounding and best practices. Serves as a facilitator and partner with leaders for system wide learning and development directly related to patient experience services. Assess and manage the use of translation services to optimize patient experiences. Identifies services discrepancies and facilitates proactive service recovery. Regularly rounds on patients to ensure patient comfort, monitor the environment for the patient and family. Navigates the Patient Experience database, pulls data and works with the Director to analyze and disseminate the data.

Must be current on all matters related to patient experience through continuous learning, reading, inquiry, benchmarking, and evidence based best practices. Assists nursing and support service leadership in identifying and executing process improvement opportunities. Ability to work collaboratively with individuals, teams, and departments to develop and implement best practices throughout the organization. Supports the patient experience data analyst with patient experience surveys. Collaborate and facilitate patient experience related councils and committees.

Ability to speak and read English at a proficient level to perform the essential functions of the job. Knowledge of standard office equipment (i.e., calculator, fax, photocopier) and personal computer and computer software skills (i.e., MS Windows, Excel, Access, Word, PowerPoint, internet, e-mail). Windows computer skills including proficient use of keyboarding, use of mouse or keys for functions such as selecting items, use of drop-down menus, scroll bars, opening folders, copying and similar operations required upon employment or within the 1st two weeks of employment to perform the essential functions of the job. Performs other duties as assigned. Follows Palomar Health rules, policies, procedures, applicable laws and standards. Carries out the mission, vision, and quality commitment of Palomar Health.

Job Requirements

Minimum Education: Bachelor's Degree in Healthcare, Education or related field or equivalent experience

Preferred Education: Master's Degree or higher in Healthcare, Education or related field

Minimum Experience: 3 - 5 year's experience in healthcare and or customer service

Preferred Experience: 5+ years healthcare patient experience; Bi-lingual English and Spanish

Required License: Valid Driver's License

Preferred License: Not Applicable

Required Certification: Not Applicable

Preferred Certification:

• Certified Professional Healthcare Quality (CPHQ)
• Change Facilitator/Green Belt

We are an equal opportunity employer and do not discriminate against applicants or employees based on race, color, gender, religion, creed, national origin, ancestry, age, disability, sexual orientation, marital status or any other characteristic protected by law.