Patient Experience Specialist

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance

• Paid Time Off from Day One

• 403-B Retirement Plan

• 4 Weeks 100% Paid Parental Leave

• Career Development

• Whole Person Well-being Resources

• Mental Health Resources and Support

• Pet Benefits

Schedule:

Full time

Shift:

Day (United States of America)

Address:

210 MARIE LANGDON DR

City:

MANCHESTER

State:

Kentucky

Postal Code:

40962

Job Description:

• Supports the execution of PX action plans and initiatives aligned with campus priorities and organizational PX goals.

• The position coordinates daily PX activities and engages directly with patients, families, and staff through rounding, validations, and real-time feedback collection.

• Responsibilities include monitoring patient experience delivery at the frontline level, identifying trends, and escalating pain points or opportunities for improvement to the PX campus leader.

• Supports daily huddles and rounding by capturing and sharing real-time patient and family feedback, reinforcing transparency and continuous improvement.

• Additionally, this position promotes a PX-first culture by celebrating wins, amplifying positive feedback from patients and families, and recognizing frontline staff for excellence in patient experience delivery.

• Supports and coordinates PX-related training, mentorship, and skills lab opportunities, while partnering closely with campus leaders and frontline teams to ensure consistent execution and follow-through.

• Tracks and reports basic patient feedback metrics to support data-informed decision-making and ongoing improvement efforts.

• Performs other duties as assigned.

Knowledge, Skills, and Abilities:

• Operational Execution: Dependable in carrying out and coordinating campus PX initiatives and priorities according to established standards. [Required]

• Service Recovery & Issue Identification: Attentive to daily patient and family interactions, able to identify and escalate immediate concerns. [Required]

• Proactive Problem-Solving: Takes initiative to address issues as they arise and ensures unresolved topics are escalated efficiently. [Required]

• Communication & Coordination: Facilitates clear and timely flow of information between campus leadership and frontline staff. [Required]

• Attention to Detail: Maintains high standards in service delivery and ensures actions are consistent with PX expectations. [Required]

• Team Collaboration: Works seamlessly with managers, other specialists, and frontline staff to support PX outcomes and operational goals. [Required]

Education:

• Bachelor's degree [Required]

Field of Study:

• N/A

Work Experience:

• 1+ years of healthcare/hospital experience [Preferred]

• Experience with process improvement methodologies such as Lean, Six Sigma, PDSA or Design Thinking [Preferred]

Additional Information:

• An equivalent combination of education and relevant work experience may be considered in lieu of the stated degree requirement:

• Bachelors degree [Required] OR

• Associates degree AND 2+ years relevant experience [Required] OR

• 4+ years relevant experience [Required]

Licenses and Certifications:

• N/A

Physical Requirements: (Please click the link below to view work requirements)
Physical Requirements - https://tinyurl.com/23km2677

Pay Range:

$51,958.40 - $96,636.80

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.