Job Description

Overview

The Patient Experience Specialist supports the implementation and continuous improvement of patient experience strategies and initiatives to provide exceptional experiences. This role partners with leaders and team members to enhance the patient and family experience through education, data analysis and research, improvement initiatives, communication strategy, reward and recognition and patient engagement, working to ensure continued trust in UnityPoint Health.

Responsibilities

Performance Improvement

• Support departments in developing improvement plans
• Analyze and develop industry best practices
• Execute experience mapping activities
• Develop and lead experience projects for assigned service area in alignment with system objectives
• Partner with leaders and team members to hardwire patient-centered foundational behaviors
• Facilitate education focused on patient experience best practices and organizational values
• Support patient experience improvement initiatives

Feedback Analysis And Reporting

• Monitor and interpret data from patient experience surveys, complaints and grievances, and external sources
• Design and distribute reports and presentations to communicate trends and insights
• Identify key drivers of experience and analyze industry best practice

Patient Engagement

• Engage Patient & Family Advisory Councils (PFACs)
• Elevate the voice of the patient across the organization to inform decision-making and education
• Participate in quality and patient experience committees
• Proactively engage patients, families and team members throughout their care experience
• Escalate concerns to appropriate departments and leaders, facilitating information gathering, investigation, improvement and resolution

Qualifications

Education: Bachelors Degree Required - in healthcare administration, social work, nursing, communication or related field

Masters Degree Preferred

Work Experience: 2 years required - healthcare and/or customer service experience

Why UnityPoint Health?

At UnityPoint Health, you matter. We’re proud to be recognized as a Top Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.

Our competitive Total Rewards program offers benefits options focused on your needs and priorities, no matter what life stage you’re in. Here are just a few:

• Expect paid time off, parental leave, 401K matching and an employee recognition program.

• Dental, health and vision insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.

• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience.

Join our team of experts and make a difference with UnityPoint Health.

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