Patient Experience Specialist

AH_001 Arnot Ogden Medical Center•Ithaca, NY

15h•Onsite

About The Position

The Patient Experience Specialist advances a culture of patient- and family-centered care across Centralus Health. In close partnership with the Chief Experience Officer, the role helps lead the design, implementation, and evaluation of strategies that enhance the human experience for team members, patients, and families. The position supports organizational priorities through data-informed improvement initiatives, leader coaching, and service excellence principles aligned with Centralus Health’s mission, vision, and values. The role is onsite at 101 Dates Dr., Ithaca, NY. The posted standard pay rate is $70,000–$90,000 per year, plus benefits. The position operates in a typical office work environment and requires lifting up to 15 pounds frequently and up to 30 pounds occasionally, as well as remaining at a workstation and moving throughout the workplace as necessary, with or without reasonable accommodation.

Requirements

Bachelor’s degree in Business, Healthcare Administration, Nursing, Organizational Development, Public Health, Industrial/Organizational Psychology, or a related field.
At least 3 years of progressive experience in human experience, service excellence, or customer relations; hospital or health system experience is preferred.
Demonstrated success leading service improvement initiatives in complex healthcare environments.
Demonstrated experience facilitating cross-functional improvement efforts without direct authority.
Certified Patient Experience Professional (CPXP) credential, or attainment within three years of hire.

Nice To Haves

Coaching or consulting experience.
Experience in a hospital or health system.

Responsibilities

Lead the planning, development, and implementation of enterprise-wide patient experience initiatives to improve the experience of patients, families, and team members.
Analyze patient experience, grievance, and operational data to identify trends, barriers, and improvement opportunities, and translate findings into actionable strategies.
Contribute to the development, communication, and implementation of an enterprise-wide patient experience strategy and improvement plans.
Communicate objectives and performance goals aligned with industry benchmarks and best practices to service lines and departments.
Serve as a subject matter expert for patient experience analytics and platforms; interpret, track, and report qualitative and quantitative data for leaders, and train and coach leaders to apply insights to improve outcomes.
Compile and present reports for leadership, including executive-level summaries of trends and anticipated changes.
Coach, support, and consult with leaders and teams to address performance gaps and improve patient experience metrics through sustainable action plans and performance improvement.
Partner in designing, delivering, and implementing patient experience education, training, and professional development programs aligned with experience drivers and organizational priorities.
Collaborate in designing and sustaining recognition and engagement initiatives that reinforce a culture of excellence.
Demonstrate compassionate, empathetic, and responsive interactions that address the psychological and physical needs of team members, patients, and families.
Serve as a liaison between patients, families, and staff to support timely resolution of concerns, promote compassionate and empathetic interactions, and optimize the overall experience.
Perform other duties as required to support organizational goals and the patient experience.