Patient Experience Specialist Senior

Corewell Health • Grand Rapids, MI

5d • Hybrid

About The Position

The Patient Experience Specialist Senior partners with frontline and operational leaders to interpret patient feedback, identify opportunities for improvement, and develop strategies that improve experiences for patients and families. The role manages complex, larger-scope operational improvement projects across clinical and non-clinical areas, using data, collaboration, and improvement expertise to achieve measurable results. It supports local priorities and system-wide Patient Experience initiatives across Corewell Health, with anticipated work focused on LTR, medical practice areas, and project-based initiatives. The role may also cross-cover other Patient Experience needs as organizational priorities evolve.

The specialist evaluates existing processes and develops sustainable, repeatable, and quantifiable improvements. The work uses a consumer lens, design thinking, and human-centered design to connect patient feedback and performance data with improvement priorities and actionable strategies. The role collaborates with stakeholders across the organization to advance personalized care, performance on regulatory measures, safety, productivity, and cost outcomes in support of Corewell Health’s mission, vision, and values.

This is a hybrid, full-time position, typically requiring about three days onsite per week, with flexibility based on team and operational needs. The schedule is Monday through Friday, 8 a.m. to 5 p.m., for 40 hours per week.

Requirements

• Bachelor’s degree or equivalent in a healthcare-related field.
• Three years of experience in a clinical care environment.
• Three years of customer or stakeholder engagement experience.
• Two years of participation in improvement initiatives.
• Obtain at least one certification from the specified preferred 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.

Responsibilities

• Support and drive Patient Experience improvement activities in accountable areas based on organizational priorities, including project management, measurable deliverables, milestones, and data-informed strategies.
• Serve as a liaison between departments across Corewell Health.
• Communicate, collaborate, and build relationships with key stakeholders, acting as a change agent for Patient Experience improvement.
• Use appropriate tools and methodologies to assess and improve processes, and assist stakeholders and process owners in identifying and prioritizing improvement opportunities.
• Analyze, interpret, and present Patient Experience data and feedback, helping leaders understand opportunities and convert findings into actionable strategies.
• Coach and partner with frontline and operational leaders to implement evidence-based interventions that address Patient Experience gaps and improve performance.
• Partner with stakeholders to develop data-driven strategic recommendations for improvement focus areas 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, including LTR-focused work and cross-coverage as needed.
• Contribute to project-based, system-wide Patient Experience initiatives and collaborate across teams and regions to support alignment and consistency.
• Support system project work, with PX Week and website-related work cited as examples.

Benefits

• Comprehensive benefits package supporting financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv.
• Discounts directory with offers on restaurants, phone plans, spas, and more.
• Optional identity theft protection.
• Optional home and auto insurance.
• Traditional and Roth retirement options with service contribution and matching savings.

What This Job Offers

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