Patient Experience Specialist

SUMMARY:

As a Patient Experience Specialist, champions exceptional patient-centered care across the health system. The role is a positive ambassador for patients, families, and visitors, proactively identifying and resolving concerns, analyzing experience data to drive quality improvements, and building strong collaborative relationships with clinical and administrative teams. This role blends direct patient support, feedback engagement, project management, training and coaching, and continuous improvement to elevate service and satisfaction throughout the care continuum.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.

Patient and Family Engagement

Proactively round with patients, families, and carers to identify needs, concerns, and opportunities to improve their care experience.

Serve as a patient advocate by responding compassionately to questions, concerns, and complaints, working toward timely and meaningful resolution.

Lead engagement activities to gather and integrate patient and family feedback into organizational planning and improvement initiatives.

Communication & Coaching

Provide coaching and training to staff, students, and clinicians on patient communication, empathy, conflict resolution, and service excellence.

Act as a role model in patient-centered behaviors, promoting professional standards that reflect organizational values.

Data Analysis & Reporting

Analyze patient experience surveys and other qualitative and quantitative data to identify trends, themes, and improvement opportunities.

Produce clear, actionable reports and share findings with leadership and clinical teams to inform change.

Quality Improvement & Projects

Lead or support strategic improvement projects linked to patient experience priorities and organizational quality goals.

Collaborate with internal departments and external partners to ensure the implementation of best practices and standards in patient care.

Process Development & Team Collaboration

Develop and refine systems to monitor patient feedback, ensure effective follow-up, and escalate concerns as appropriate.

Build productive working relationships with multidisciplinary teams, advocating for enhancements that benefit patients and staff alike.

EDUCATION:

Bachelor's degree in Healthcare Management, Social Work, Communications, Nursing, Allied Health, or related field. Equivalent combination of education and experience may be considered.

EXPERIENCE:

2+ years of experience in patient experience, quality improvement, complaint management, or related healthcare role. Combination of education and experience may be considered.

Experience engaging with patients, carers, and the public, with strong interpersonal and conflict resolution skills.

Skills

Excellent verbal and written communication skills; comfortable facilitating discussions with diverse audiences.

Strong analytical capability, including the ability to interpret data and create meaningful reports.

Ability to work collaboratively, manage multiple priorities, and maintain composure in sensitive or challenging situations.

Proficiency in IT tools and systems (e.g., MS Office, patient feedback platforms).

Preferred

Training or certification in quality improvement or customer service. Communicate with Heart Facilitator.

Leadership or project management experience.

Core Competencies

Patient & Family Centeredness: Dedicated to understanding and advocating for patient needs.

Communication & Empathy: Responds with clarity, sensitivity, and respect.

Collaboration & Influence: Builds trust and works effectively across teams.

Analytical Thinking: Uses data to guide decision-making and improvement.

Resilience & Adaptability: Maintains strong performance in evolving or high-demand environments.

SUPERVISORY RESPONSIBILITY:

None

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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Driving Required: