Core Responsibilities1. Feedback Collection & Data Analysis
- Administer patient experience surveys and collect supplemental feedback (complaints, compliments, exit surveys).
- Analyze trends and identify opportunities for improvement in service delivery.
2. Service Recovery & Patient Advocacy
- Investigate and resolve patient grievances promptly; escalate as necessary and monitor resolution follow-up.
- Advocate for patients across departments and ensure explicit, empathetic communication throughout the care journey
3. Training, Coaching & Culture Building
- Design and deliver training programs focused on empathy, communication, and service excellence behavior.
- Coach frontline staff and clinical leaders to embed patient-first mindset across the organization
4. Initiative Leadership & Project Management
- Lead projects to improve key experience metrics—like reducing wait times, improving wayfinding, and standardizing patient transitions.
- Coordinate with non-clinical teams (e.g. marketing, IT, operations) to align messaging and service touchpoints
5. Reporting & Strategic Insights
- Author concise, visually compelling reports and presentations summarizing performance against targets.
- Translate data into actionable recommendations and partner with leadership to prioritize initiatives
6. Patient Engagement & Advisory Collaboration
- Facilitate patient advisory councils or focus groups to gather input and refine service expectations.