Job Description

GENERAL SUMMARY:

As a Care Experience Consultant, you'll be the catalyst for transforming patient satisfaction into organizational excellence. Partner with leadership, physicians, and staff to drive meaningful change that directly impacts patient outcomes and organizational performance. This role offers the unique opportunity to shape organizational culture, influence strategic initiatives, and create exceptional experiences that exceed expectations across all touchpoints.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Strategic Consultation & Leadership Partnership

• Deliver in-depth, proactive consultation to leadership at all levels, identifying and implementing best practices and innovative strategies that design exceptional patient, family, and consumer experiences.
• Facilitate one-on-one strategic discussions with directors, managers, and supervisors to address patient satisfaction challenges and co-develop actionable solutions.
• Lead large-scale process improvement initiatives that drive measurable experience enhancements and organizational culture change.

Data-Driven Insights & Analysis

• Conduct comprehensive data analysis and research to identify trends, patterns, and opportunities that inform optimal care experience strategy and competitive positioning
• Track, trend, and present risk and learning data to highlight key improvement opportunities and support evidence-based decision-making.
• Coach management and staff on patient satisfaction data retrieval, analysis, and application of benchmarking insights to drive continuous improvement.

Engagement & Coaching Excellence

• Conduct focus groups and patient journey mapping exercises to uncover insights and co-create solutions that enhance the care experience.
• Provide targeted coaching to directors, managers, supervisors, and frontline staff on service excellence behaviors, communication standards, complaint prevention, and resolution strategies.
• Actively participate in unit and department meetings to embed experience-focused thinking across the organization.

Conflict Resolution & Stakeholder Collaboration

• Facilitate conflict resolution and equitable handling of patient concerns and grievances in alignment with organizational policy and regulatory guidelines.
• Collaborate cross-functionally with Quality, Risk, Finance, Legal Affairs, Public Relations, Safety, and Human Resources to coordinate communication and manage risk exposures.

Organizational Representation & Compliance

• Serve as organizational representative during CMS, State, and Joint Commission surveys, supporting leadership in demonstrating compliance and excellence.
• Maintain accurate and timely documentation of all activities and initiatives within areas of responsibility.

Professional Development & Continuous Learning

• Stay current with industry best practices, emerging trends, and professional standards to maintain expertise and drive innovation in patient experience management.
• Complete required continuing education and department-specific training to ensure sustained professional competence.

Culture & Values Embodiment

• Model kindness, respect, and integrity in all interactions with patients, families, visitors, customers, and employees, fostering a culture of excellence and teamwork.

Qualifications

** EDUCATION/EXPERIENCE REQUIRED:**

• Bachelor’s Degree required.
• Three to five (3-5) years of progressively more responsible experience, required. Experience in a healthcare environment or service-related industry preferred.
• Verbal communication must be clear and concise in person and via telephone.
• Must have demonstrated ability to use computer applications and general office equipment.
• Knowledge of performance improvement methods, quantitative analysis, organizational development, customer research design, and advanced computer skills (Microsoft Project, PowerPoint).
• Excellent organizational and communication skills, both written and oral. The ability to make effective presentations to all levels of the organization. Excellent interpersonal and people skills, including team building and coaching individuals on performance improvement.
• Excellent project management skills. The ability to analyze, read, and interprets customer survey reports.
• Ability to create, prioritize, and execute multiple tasks and meet established timelines.

Additional Information

** CERTIFICATIONS/LICENSURES REQUIRED: **

• Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS’ Customer Service Policy
• Must practice the customer skills as provided through on-going training and in-services.

**PHYSICAL DEMANDS/WORKING CONDITIONS : **

Normal office environment with minimal exposure to noise, dust, or extreme temperatures.