Patient Experience Advisor

Patient Experience Advisor

Arkansas Children's is a tobacco free workplace. Flu vaccines are required. Arkansas Children's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status or any other characteristic protected by federal, state, or local laws.

Current employees: Please apply via the internal career site by logging into your Workday Account and search the "Find Jobs" report.

Work Shift:

Please see job description for details.

Time Type:

Full time

Department:

CC017226 Patient Engagement

Summary:

The Patient Experience Advisor is responsible for developing, implementing, and evaluating programs and initiatives that enhance the patient and family experience across the organization. This role serves as a strategic partner and subject matter expert, working closely with organizational leaders to advance service excellence initiatives, improve patient satisfaction, and support organizational priorities. The Advisor independently leads complex initiatives, influences decision-making through data and best practices, and builds collaborative relationships with leaders at all levels of the organization to drive meaningful and sustainable improvements.

Required Education:

High school diploma or general education degree (GED)

Recommended Education:

Bachelor's degree in a related field of study.

Required Work Experience:

Recommended Work Experience:

Required Certifications:

Certified Patient Experience Professional (CPXP) - The Beryl Institute - to be obtained within 1 year of hire.

Description:

1. Develops, implements, and evaluates patient experience and service excellence initiatives that align with organizational priorities and healthcare industry best practices.

2. Designs and delivers training, educational resources, and coaching to promote empathy, effective communication, service recovery, and patient-centered care across the organization.

3. Analyzes patient experience data, including surveys, comments, complaints, compliments, and other feedback sources to identify trends, measure outcomes, and recommend opportunities for improvement.

4. Partners with clinical, operational, and administrative departments to integrate patient experience principles into workflows, projects, and operational processes that support organizational goals.

5. Serves as a strategic advisor and subject matter expert by partnering with managers, directors, and executive leaders to develop solutions, provide recommendations, and advance patient experience and service excellence initiatives.

6. Leads and supports patient and family engagement activities, including advisory councils, focus groups, leadership rounding initiatives, and other feedback mechanisms to strengthen the patient and family experience.

7. Researches healthcare trends, regulatory requirements, accreditation standards, and evidence-based practices related to patient experience and service excellence, recommending improvements as appropriate.

8. Develops and presents reports, dashboards, business cases, and recommendations that communicate patient experience performance, support executive decision-making, and influence organizational priorities.

9. Leads or participates in multidisciplinary performance improvement initiatives by applying patient experience expertise to support quality, safety, operational excellence, and organizational goals.

10. Represents Patient Experience and Service Excellence in cross-functional committees, leadership meetings, and organizational forums, effectively facilitating discussions, influencing decisions, and building consensus among stakeholders.

11. Promotes a culture of service excellence by recognizing best practices, supporting employee recognition efforts, and encouraging continuous improvement throughout the organization.

12. Performs other duties as assigned.