Patient & Customer Experience Specialist

About the role

The Patient & Customer Experience Specialist supports inter‑departmental functions to deliver an optimal, patient‑centered experience. This role acts as a liaison between patients, families, and care teams, fostering a culture of compassion and hospitality.

Key responsibilities

• Model the organization’s C.A.R.E. culture and patient‑centered values.
• Maintain ongoing communication with patients, families, and team members.
• Develop, implement, and evaluate experience‑based programs and improvement projects.
• Gather data, prepare presentations, documents, and reports on patient experience metrics.
• Collaborate with site leadership to promote the strategic patient experience plan.
• Support meetings, events, and training programs that engage staff in the experience culture.
• Provide emotional support during rounding, phone calls, and other interactions.
• Perform service recovery and manage concerns or complaints according to policy.

Required profile

• Bachelor’s degree or equivalent combination of education and experience.
• 1‑3 years of relevant experience in patient or customer experience, hospitality, or related fields.
• Ability to work under general guidance and make independent decisions on varied tasks.

Required skills

What we offer

• Competitive base compensation determined by location, experience, and internal equity.
• Opportunities to influence patient‑centered care culture within a collaborative health‑care environment.