Patient Experience Specialist

Job Detail

• Job Title:

  Patient Experience Specialist

• Department:

  60180-Office of Patient Experience

• Location:

  Farmington

• FTE%:

  1

• Shift

  1st

• Search #:

  2025-923

• Closing Date:

  03/28/2025

• Recruiter:

  O'Donnell, Lorin E.

Excellence, Teamwork, Leadership and Innovation. These are the values that define UConn Health, and we are looking for team members that share these same values. Our top-rated organization is looking to add a Patient Experience Specialist to our growing team. If you have a background in this field, as well as a passion for enhancing the experience of our patients and their families, we want to hear from you.

At UConn Health, this role is accountable for facilitating, leading and managing projects/teams initiatives, performing complex data analysis, providing consultative services and professional training to achieve strategic organizational improvement in patient, family and employee experience.

SUPERVISION RECEIVED :

Reports directly to the Administrative Manager, Office of Patient Experience or employee of higher level.

SUPERVISION EXERCISED :

Leads project teams, may perform lead/supervisory responsibilities as assigned.

PRINCIPAL DUTIES AND ACCOUNTABILITIES:

• Serves as the system administrator for the Press Ganey web-based improvement portal and other patient feedback data systems. Negotiates contracts, interfaces regularly with third-party advisors and consultants.

• Responsible for account management; creates, updates and modifies user access, provider profiles, supports access to on-demand reporting tools and resources. Analyzes and monitors data feeds; interfaces with internal and external technical teams to analyze and resolve system issues.

• Acts as a change agent; facilitates the adoption of best practices to drive improvements in patient experience across sites, services and individuals; leads the development and manages the implementation of new tools and techniques.

• Participates in and facilitates development of strategic plan and initiatives to drive culture change.

• Develops strategy, structure and plan for consistent governance of performance data.

• Assists with development of key performance metrics, dashboards, and balanced scorecards

• Plans, develops and leads professional development, onboarding and training programs for senior leaders, managers, staff, providers, students and volunteers.

• Coordinates direct-service volunteer programs as assigned, screening of applicants, training, assessment and engagement of volunteers.

• Maintains a close working relationship with clinical care teams; makes periodic rounds, communicating with staff, volunteers, managers, patients and visitors.

• Assists managers and practitioners with interpreting key metrics, trends and benchmarking, identifying opportunities for improvement, and developing and implementing action plans.

• Facilitates and coordinates site-based process and service improvement teams.

• Serves as a key resource to senior leaders to interpret and communicate patient experience data, trends and benchmarking in support of improvement initiatives.

• Works under pressure and adapts to modified requests/changeable environments with little notice.

• Performs other related duties and participates in special projects as assigned.

MINIMUM QUALIFICATIONS REQUIRED

KNOWLEDGE, SKILL AND ABILITIES:

In-depth knowledge and application of quantitative techniques, statistical analysis, performance improvement methodologies, project management principles; broad organizational systems knowledge, skilled in the use of software applications, portal/database technologies; knowledge of health care industry, reimbursement and regulatory requirements; excellent written and verbal communication skills; excellent problem-solving skills; ability to effectively prioritize multiple projects; meet project deadlines and manage multiple customer relationships; ability to take initiative and be receptive to change; critical thinking, creativity and innovative abilities. Ability to interface effectively with diverse groups including senior leaders, providers, clinical and non-clinical professionals, patients, families, students, volunteers and senior leadership.

EXPERIENCE AND TRAINING:

General Experience:

Bachelor's degree in healthcare administration, organizational development, business, health sciences or a closely related field and five (5) years of experience in a similar role. Examples of similar roles include Nurse Educator, Organizational Development Specialist, Learning & Development Specialist, and Clinical Informatics Specialist.

SUBSTITUTION ALLOWED:

Master's degree in the required field may be substituted for two (2) years of the general experience.

SPECIAL REQUIREMENT:

Superior interpersonal and communication skills; demonstrated knowledge of Microsoft professional office and tools/methods for performance improvement and change management.

PREFERRED EXPERIENCE /QUALIFICATIONS:

• Two (2) years of professional work experience with Press Ganey improvement system or survey administration and data management.

• At least two (2) years of professional training, facilitation and/or coaching experience.

• At least two (2) years of experience in an acute care hospital or complex/integrated health system setting in a role with direct patient contact.

• Demonstrated knowledge and working experience with EPIC.

• Has CPXP or obtains within the first year of hire.

SCHEDULE: Full time, 40 hours per week, Monday through Friday, 8:00 am - 4:30 pm.

Why UConn Health

UConn Health is a vibrant, integrated academic medical center that is entering an era of unprecedented growth in all three areas of its mission: academics, research, and clinical care. A commitment to human health and well-being has been of utmost importance to UConn Health since the founding of the University of Connecticut schools of Medicine and Dental Medicine in 1961. Based on a strong foundation of groundbreaking research, first-rate education, and quality clinical care, we have expanded our medical missions over the decades. In just over 50 years, UConn Health has evolved to encompass more research endeavors, to provide more ways to access our superior care, and to innovate both practical medicine and our methods of educating the practitioners of tomorrow.