Patient Experience Specialist

Cayuga Medical Center•Ithaca, MI

3d•$70,000 - $90,000•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 specialist helps lead the design, implementation, and evaluation of strategies that enhance the experience of team members, patients, and families. The role supports organizational priorities through data-informed improvement initiatives, leader coaching, and integration of service excellence principles aligned with Centralus Health’s mission, vision, and values. The specialist leads and supports enterprise-wide initiatives, analyzes patient experience, grievance, and operational data, and translates findings into improvement strategies. The position serves as a subject matter expert on patient experience analytics and platforms, provides reports and executive-level summaries, coaches leaders and teams, and partners in education, professional development, recognition, and engagement efforts. It also liaises with patients, families, and staff to help resolve concerns and promote compassionate, responsive interactions. The position is onsite at 101 Dates Dr. in Ithaca, New York. The stated pay range is $70,000–$90,000 per year plus benefits.

Requirements

Bachelor’s degree in Business, Healthcare Administration, Nursing, Organizational Development, Public Health, Industrial/Organizational Psychology, or a related field.
Minimum of 3 years of progressive experience in human experience, service excellence, or customer relations, preferably within a hospital or health system.
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.

Responsibilities

Lead the planning, development, and implementation of enterprise-wide patient experience initiatives to improve experiences for patients, families, and team members.
Analyze patient experience, grievance, and operational data to identify trends, barriers, and opportunities for improvement, and translate findings into actionable strategies.
Contribute to the development, communication, and implementation of an enterprise-wide patient experience strategy and improvement plans.
Socialize objectives and performance goals for service lines and departments, aligned with industry benchmarks and best practices.
Serve as the subject matter expert for patient experience analytics and platforms, interpreting, tracking, and reporting qualitative and quantitative data for leaders.
Train and coach leaders to understand and apply data 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 a consistent commitment to compassionate, empathetic, and responsive interactions addressing 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 interactions, and optimize the overall experience.
Perform other duties as required to support organizational goals and the patient experience.