Patient Experience Partner

Intermountain Health • Dayton, OH

3d • Hybrid

About The Position

Make a measurable impact on how care is experienced—every day. At Intermountain Health, Patient Experience is relationship-centered care grounded in empathy, dignity, respect, and collaboration. In this local leadership role, you will build and strengthen key relationships across community clinics, hospital services, specialties, Homecare, and Hospice—driving a consistent, high-quality experience for patients and families. Reporting to Intermountain Healthcare’s Experience of Care Director, you will participate in key committees and partner with operational and clinical stakeholders to advance culture, accountability, and results.

Requirements

• Solid understanding of medical clinic operations.
• Proven ability to influence through continuous improvement methods and practical problem-solving.
• Strong executive presence and the ability to communicate with clarity and credibility.
• Self-starter mindset with excellent time management and follow-through.
• Demonstrated experience in healthcare.
• Ability to lead change through influence and stakeholder partnership.
• Strong verbal communication skills; collaborative and team-oriented approach.
• Adaptability and comfort supporting evolving priorities and stakeholder needs.
• Bachelor's degree in Nursing, Business, Healthcare Administration, Public Health or other business related field.
• Education must be obtained through an accredited institution and will be verified.
• Three years' experience leading successful improvement projects in clinical setting(s)
• Experience with change management with the ability to provide leadership in the adaptation and implementation of new processes and /or technology that enhance Quality.
• Effective verbal, written and interpersonal communication skills.

Nice To Haves

• Experience working in a complex health system (hospitals, ambulatory clinics, post-acute care, etc.)
• Customer/Patient Relations experience.
• Masters Degree in Business or Healthcare related field, preferred.

Responsibilities

• Lead and influence patient experience initiatives across multiple care settings (community clinics, hospital, specialties, Homecare, and Hospice).
• Partner with leaders to identify opportunities, remove barriers, and drive consistent experience expectations.
• Support committees and working groups focused on culture, performance, and outcomes.
• Translate priorities into action through collaboration, communication, and sustained follow-through.
• Present clearly and effectively to executive leadership—both verbally and in writing.
• Support a proactive, comprehensive strategic Experience agenda for the system that inspires caregiver engagement, inter-professional collaboration, the identification and use of evidenced based practice and management among all facilities in the system while differentiating Intermountain Healthcare as a high reliability organization nationally.
• Serve as a consultant and educator to assist local clinical and administrative leaders in keeping the Experience agenda at the forefront.
• Monitor, analyze and report patient experience outcomes for clinicians and caregivers.
• Bring innovative investigation and improvement to frontline care giving to support timely achievement of goals and development of action plans that improve the patient's perceptions of our care.
• Collaborate with Human Resources to align a differentiated Intermountain extraordinary care experience.
• Engage our patients and the community in the work of improving health and healthcare with patients and families participating on committees.
• Coordinate and direct innovative experience work locally that set new standards and exceed national best practices.
• Capture patient stories that illustrate the patient journey.
• Support the highly reliable execution of evidence practices in improving patient experience of care.
• Nurture a robust culture of caring through support of caregivers (well-being, joy, resilience) and attention to what matters most to our patients.
• Provide the leadership necessary to achieve a satisfied and competent employee work environment through establishing a climate for growth and challenge with timely performance appraisals and developing and mentoring of management and staff.

Benefits

• Generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
• PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution.
• The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates.
• Caregivers are eligible to participate in PEAK on day 1 of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level