Patient Experience PX Specialist

Lifepoint Health • Brentwood, TN

6h • Hybrid

About The Position

At Lifepoint Health, we are committed to empowering and supporting a diverse and
determined workforce who can drive quality, scalability, and significant impact
across our hospitals and communities. As a member of the Health Support Center
(HSC) team, you’ll support those that are in our facilities who are interfacing
and providing care to our patients and community members to positively impact
our mission of making communities healthier ®.

The Patient Experience Coordinator ensures the effective and efficient
deployment of patient experience standards, processes, and initiatives in
alignment with the Lifepoint Health Patient Experience strategy. This role
coordinates planning, implementation, and sustainability of patient satisfaction
and service excellence programs, utilizing data-driven approaches and
evidence-based practices to enhance the overall quality of the patient
experience across the hospital. The position works collaboratively with senior
leadership, department managers, and frontline staff to identify performance
opportunities, support CAHPS improvement, and ensure that all patient experience
initiatives remain on schedule and aligned with organizational strategic goals.

Requirements

• Knowledge of CAHPS, CMS guidelines, patient satisfaction surveys, and patient experience metrics.
• Understanding of trends, best practices, and regulatory requirements related to patient experience.
• Strong written and verbal communication skills.
• Ability to plan, organize, and manage projects with competing priorities.
• Proficiency in Microsoft Office Suite and healthcare information systems.
• Skill in preparing and presenting clear, concise reports and communications.
• Ability to build relationships across disciplines and lead patient-centered initiatives.
• Bachelor’s degree required in related field (or obtained within 2 years).
• Minimum of 2 years in healthcare, patient experience, customer service, or a related field.
• Ability to travel up to 60%

Nice To Haves

• Master’s degree preferred.
• Experience in a hospital setting preferred.

Responsibilities

• Guide the implementation and sustainment of patient satisfaction and service excellence initiatives across the hospital.
• Utilize evidence-based practices including Leader Rounding, Employee Rounding, Senior Leader Rounding, Standards of Behavior, Bedside Shift Report, and Discharge Phone Calls.
• Oversee a data-driven patient experience program that collects, tracks, and analyzes trends to optimize service outcomes.
• Support initiatives related to CMS Star Rating, Leapfrog, core measures, patient safety, and patient-centered care.
• Lead the hospital’s Patient, Family, and Community Advisory Council.
• Coordinate or directly provide training programs for leaders and staff related to patient experience competencies and expectations.
• Coach employees and leaders in the use of customer service tools, communication behaviors, and patient engagement strategies.
• Evaluate the effectiveness of training programs and developmental interventions.
• Partner with facility, division, and corporate leadership to drive improvement in patient experience performance.
• Engage departments to identify unique performance challenges and support the development of action plans.
• Communicate progress on service initiatives to senior leadership and key stakeholders.
• Demonstrate professional conduct, especially in sensitive or high-stakes situations.
• Monitor and analyze reports to identify trends, areas for improvement, and opportunities for intervention.
• Provide recommendations to leadership regarding CAHPS performance improvement.
• Use measurement tools to integrate data and prepare meaningful reports for stakeholders.
• Support organizational values by practicing and adhering to the Code of Conduct, Mission, and Values.
• Engage in performance improvement teams and collaboratives as needed.
• Maintain confidentiality, comply with policies, and uphold regulatory standards.
• Demonstrate ability to work in stressful environments, manage multiple priorities, and work independently with minimal supervision.

Benefits

• Multiple levels of medical, dental and vision coverage for full-time and part-time employees.
• Life, accident, critical illness, hospital indemnity insurance, short- and long-term disability, paid family leave and paid time off.
• Higher education and certification tuition assistance, loan assistance and 401(k) retirement package and company match.
• Mental, physical, and financial wellness programs (free gym memberships, virtual care appointments, mental health services and discount programs).
• Ongoing learning and career advancement opportunities.

What This Job Offers

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