Core Responsibilities1. Feedback Collection & Data Analysis
Administer patient experience surveys and collect supplemental feedback (complaints, compliments, exit surveys).
Analyze trends and identify prospects for improvement in service delivery.
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
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
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
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
Patient Engagement & Advisory Collaboration
Facilitate patient advisory councils or focus groups to gather input and refine service expectations.