The Broadlawns Medical Center campus includes an acute care hospital, primary and specialty care clinics, urgent care and emergency services, lab, radiology, dentistry, inpatient and outpatient mental health, crisis team, and community-based behavioral support services. Broadlawns accepts all forms of insurance and its approach to healthcare and quality outcomes earned a Level 3 rating from the National Committee for Quality Assurance, the highest achievable status for a medical delivery model.

We are a safety net hospital and our Patients are our North Star! With a dedicated staff of over 160 physicians and 1,600 employees, Broadlawns Medical Center ensures that our community has access to high quality healthcare that is coordinated, compassionate and cost-effective. We provide our employees a top-rated benefits package, supportive work culture, and more! 

Patient Experience Program Specialist

GENERAL DESCRIPTION
The Patient Experience Program Specialist reports to the Assistant Vice President of Quality, Risk, and Patient Experience and is responsible for designing, implementing, and managing initiatives that improve the overall patient and family experience across the organization. This role partners closely with clinical, operational, and administrative leaders to translate patient feedback and data into actionable programs that enhance satisfaction, engagement, and outcomes.

The ideal candidate is a strategic thinker with strong data analytics and project management skills, a passion for patient-centered care, and the ability to lead cross-functional teams in a complex healthcare environment.

ROLES & RESPONSIBILITIES
1.    Lead the planning, execution, and evaluation of patient experience programs and initiatives.
2.    Translate organizational patient experience goals into actionable projects with defined timelines, milestones, and success metrics.
3.    Manage multiple initiatives simultaneously, ensuring alignment with organizational priorities.
4.    Synergize BMC REACH values and Just Culture principles with a culture of empathy, respect, and service excellence.
5.    Analyze patient experience data (e.g., CAHPS, surveys, complaints, compliments, focus groups) to identify trends, gaps, and opportunities.
6.    Develop data-driven recommendations and present findings to leadership and stakeholders.
7.    Monitor performance metrics and track improvement over time.
8.    Assist in facilitation of the Patient and Family Advisory Council (PFAC). 
9.    Provide support to clinical leaders, frontline staff, quality teams, operations, and IT as they implement service line or departmental experience improvement initiatives.
10.    Facilitate work groups and committees focused on patient-centered care.
11.    Remain current in industry standards related to patient experience and serve as a subject matter expert on best practices.
12.    Work closely with, or fill in for, the patient advocacy coordinator as a liaison to respond to and address customer concerns. 
13.    Support the development and rollout of patient experience training and engagement programs.
14.    Collaborate with leaders to embed patient-centered behaviors into daily workflows.
15.    Collaborate with Organizational Development on Patient Experience related topics and initiatives. 
16.    Identify opportunities to improve patient journeys, access, communication, and service recovery processes.
17.    Apply process improvement methodologies (e.g., Lean, Six Sigma, PDSA) to enhance consistency and reliability of the patient experience.
18.    Advocate for the voice of the patient and family as consideration in design of processes, decision making and education.  
19.    Support service recovery efforts and escalation pathways as needed.
20.    Prepare dashboards, reports, and presentations for executive and operational leaders.
21.    Communicate progress, outcomes, and lessons learned to stakeholders at all levels.
22.    Share best practices and success stories across the organization.
23.    Perform other duties as assigned. 

PERFORMANCE STANDARDS
1.    Demonstrate Broadlawns values and standards of behavior.
2.    Consistently deliver patient experience initiatives on time, within scope, and aligned with organizational priorities.
3.    Demonstrate measurable improvement in patient experience metrics. 

MINIMUM QUALIFICATIONS
1.    Bachelor’s degree in healthcare administration, public health, business, or a related field.
2.    3 years of experience in patient experience or patient advocacy, healthcare operations, quality improvement, or program management.
3.    Proven experience managing complex projects and cross-functional initiatives.
4.    Strong analytical skills with experience interpreting patient experience data.
5.    Excellent communication, facilitation, and stakeholder management skills.

PREFERRED QUALIFICATIONS
1.    Master’s degree (MPH, MHA, MBA, or similar).
2.    Experience with CAHPS surveys or other patient experience measurement tools.
3.    Lean, Six Sigma, or other process improvement certification.
4.    Experience working in a clinical or hospital setting.

Work Shift

Benefits (FT/PT) 

• Retirement - IPERS 

• Education Assistance 

• Employee Health & Wellness 

• PTO 

• Free Parking

• Health Insurance 

• Supplemental Insurance 

• 529 College Savings Plan 

• And more! 

Broadlawns Medical Center is an Equal Opportunity Employer