Patient Experience Consultant

Trinity Health•Silver Spring, MD

2d•$34 - $53•Onsite

About The Position

Serves as a strategic advisor and change agent responsible for improving the patient and family experience across the organization. This role partners with operational leaders, physicians, nursing teams, and support departments to identify opportunities, design solutions, and implement initiatives that enhance patient satisfaction, engagement, service excellence, and overall experience outcomes. The consultant leverages patient feedback, survey data, operational metrics, and industry best practices to drive a culture of patient-centered care while supporting organizational goals related to quality, safety, access, and loyalty. Facilitates training and program development to support patient experience needs and goals; support leader program implementation and progress.

Requirements

Bachelor's Degree in healthcare, business and/or clinical area required. (Additional related experience may be substituted for education requirement.)
5+ years of healthcare, patient experience, quality improvement, operational consulting, service excellence, or related experience required.
Experience leading cross-functional projects and facilitating change initiatives requires.
Experience analyzing healthcare performance metrics and patient satisfaction data preferred.

Nice To Haves

Experience analyzing healthcare performance metrics and patient satisfaction data preferred.

Responsibilities

Lead and support organization-wide patient experience initiatives and service excellence programs.
Design and implement improvement strategies focused on communication, responsiveness, empathy, care coordination, and patient engagement.
Serve as an internal consultant to hospital, ambulatory, and support service leaders on patient experience improvement strategies.
Ensure effective day-to-day operations related to patient experience programming and interactions.
Analyze patient experience survey results, patient feedback, complaints, grievances, and rounding data.
Provide coaching and consultation to leaders, physicians, and staff on patient-centered communication behaviors and service recovery practices.
Support efforts to address patient concerns and improve patient relations processes.
Partner with Patient Relations, Quality, Nursing, and Operational leaders to resolve complex patient experience issues.