AEP | Patient Experience Specialist

Patient Experience Specialist

This Patient Experience Specialist role is dedicated to developing and leading educational strategies aimed at enhancing patient experience metrics within Ancillary and Support Services Departments. The specialist provides coaching and consultation to various service lines, ensuring effective patient interactions and improved satisfaction outcomes. Acting as a neutral party in sensitive care situations, this position emphasizes active listening, trust-building, and professionalism when addressing concerns from patients, providers, or staff. Collaboration with patients, leadership, and clinical teams is key to achieving organizational patient experience goals.

Education and Formal Training: A minimum of a Bachelor's degree in a healthcare-related field is required. A Master's degree or strong clinical background is preferred.

Work Experience: At least two years of experience in training or educating on patient experience principles is necessary.

Knowledge, Skills, and Abilities: Familiarity with adult learning theories, curriculum design, and program development is essential. Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint is expected. Experience with EPIC applications is advantageous. The ability to work independently in a fast-paced, confidential environment with excellent organizational skills and attention to detail is critical. The role requires skill in monitoring and coaching ancillary staff to positively influence patient experience.

Physical Requirements: Frequent moderate lifting, pulling, pushing, and carrying; walking, standing, stooping, and reaching are part of the job. Travel across multiple hospital campuses and offsite locations within a regional healthcare network is required.