Patient Experience Specialist Senior

Corewell Health • Grand Rapids, MI

7d • Hybrid

About The Position

The Patient Experience Specialist Senior partners with frontline and operational leaders to understand patient feedback, identify opportunities for improvement, and develop strategies that improve experiences for patients and families. The role combines data analysis, collaboration, project management, and improvement expertise to support local priorities and system-wide Patient Experience initiatives across Corewell Health. Assignments are typically more complex and broader in scope, covering clinical and non-clinical areas. The position is anticipated to support LTR-focused work, medical practice areas, and project-based initiatives, with flexibility to cross-cover other Patient Experience needs as organizational priorities evolve.

The specialist measures the effectiveness of existing processes and develops sustainable, repeatable, and quantifiable improvements. They collect and analyze process, quality, performance, and patient feedback data; recommend operational practices and procedures; and help leaders translate findings into actionable, evidence-based strategies. The role uses a consumer lens, design thinking, and human-centered design to improve the experience of care, support regulatory performance, and advance organizational goals. This is a hybrid position, typically requiring approximately three days onsite per week, with flexibility based on team and operational needs.

Requirements

• Bachelor's degree or equivalent in a healthcare-related field.
• Three years of experience in a clinical care environment.
• Three years of customer/stakeholder engagement experience.
• Two years of participation in improvement initiatives.
• At least one certification from the preferred certification list: Beryl Institute Body of Knowledge Core Course (within 120 days after hire), Certified Patient Experience Professional (within two years after hire), Design Thinking Certification (within one year after hire), or Institute for Healthcare Improvement (IHI) Open School.

Nice To Haves

• Master's degree in a healthcare-related field.
• Beryl Institute Body of Knowledge Core Course certification.
• Certified Patient Experience Professional certification.
• Design Thinking certification.
• Institute for Healthcare Improvement (IHI) Open School certification.

Responsibilities

• Support and drive Patient Experience improvement activities in assigned areas, using project management, measurable deliverables, milestones, and data-informed strategies.
• Serve as a liaison across Corewell Health departments; communicate, collaborate, build stakeholder relationships, and act as a change agent for Patient Experience improvement.
• Continuously assess processes and support stakeholders and process owners in identifying and prioritizing improvement opportunities using appropriate tools and methodologies.
• Analyze, interpret, and present Patient Experience data and feedback to help individuals and groups understand opportunities and develop actionable improvement strategies.
• Coach and partner with frontline and operational leaders to implement evidence-based interventions that address Patient Experience gaps and improve performance.
• Work with stakeholders to develop data-driven strategic recommendations for improvement priorities using patient feedback and performance data.
• Present team-developed strategic priorities and Patient Experience insights to clinical and operational leaders.
• Support goal-setting conversations and connect Patient Experience strategy to actionable steps, tactics, and leading measures.
• Provide flexible support across Patient Experience areas as organizational needs evolve, including LTR-focused work and cross-coverage when needed.
• Contribute to system-wide, project-based Patient Experience initiatives and collaborate across teams and regions to support alignment and consistency, including potential projects such as PX Week and website-related work.
• Develop sustainable and quantifiable clinical and business process improvements that enhance the experience of care, support regulatory measures and organizational goals, and improve performance.

Benefits

• Comprehensive benefits package to support financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv.
• Discounts directory with offers on restaurants, phone plans, spas, and other items.
• Optional identity theft protection and home and auto insurance.
• Traditional and Roth retirement options with service contribution and match savings. Eligibility for benefits is determined by employment type and status.

What This Job Offers

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