Patient Experience PX Specialist

Schedule: Days: M-F

Job Location Type: Remote w/Travel

Your experience matters 

At Lifepoint Health, we are committed to empowering and supporting a diverse and determined workforce who can drive quality, scalability, and significant impact across our hospitals and communities. As a member of the Health Support Center (HSC) team, you'll support those that are in our facilities who are interfacing and providing care to our patients and community members to positively impact our mission of making communities healthier ^®.

More about our team 

The Patient Experience Coordinator ensures the effective and efficient deployment of patient experience standards, processes, and initiatives in alignment with the Lifepoint Health Patient Experience strategy. This role coordinates planning, implementation, and sustainability of patient satisfaction and service excellence programs, utilizing data-driven approaches and evidence-based practices to enhance the overall quality of the patient experience across the hospital. The position works collaboratively with senior leadership, department managers, and frontline staff to identify performance opportunities, support CAHPS improvement, and ensure that all patient experience initiatives remain on schedule and aligned with organizational strategic goals.

How you'll contribute 

A Patient Experience PX Specialist who excels in this role:

Program Leadership & Implementation

• Guide the implementation and sustainment of patient satisfaction and service excellence initiatives across the hospital.

• Utilize evidence-based practices including Leader Rounding, Employee Rounding, Senior Leader Rounding, Standards of Behavior, Bedside Shift Report, and Discharge Phone Calls.

• Oversee a data-driven patient experience program that collects, tracks, and analyzes trends to optimize service outcomes.

• Support initiatives related to CMS Star Rating, Leapfrog, core measures, patient safety, and patient-centered care.

• Lead the hospital's Patient, Family, and Community Advisory Council.

Training, Coaching & Development

• Coordinate or directly provide training programs for leaders and staff related to patient experience competencies and expectations.

• Coach employees and leaders in the use of customer service tools, communication behaviors, and patient engagement strategies.

• Evaluate the effectiveness of training programs and developmental interventions.

Collaboration & Stakeholder Engagement

• Partner with facility, division, and corporate leadership to drive improvement in patient experience performance.

• Engage departments to identify unique performance challenges and support the development of action plans.

• Communicate progress on service initiatives to senior leadership and key stakeholders.

• Demonstrate professional conduct, especially in sensitive or high-stakes situations.

Data, Reporting & Performance Monitoring

• Monitor and analyze reports to identify trends, areas for improvement, and opportunities for intervention.

• Provide recommendations to leadership regarding CAHPS performance improvement.

• Use measurement tools to integrate data and prepare meaningful reports for stakeholders.

General Responsibilities

• Support organizational values by practicing and adhering to the Code of Conduct, Mission, and Values.

• Engage in performance improvement teams and collaboratives as needed.

• Maintain confidentiality, comply with policies, and uphold regulatory standards.

• Demonstrate ability to work in stressful environments, manage multiple priorities, and work independently with minimal supervision.

Why join us

We believe that investing in our employees is the first step to providing excellent patient care. In addition to your base compensation, this position also offers: 

• Comprehensive Benefits: Multiple levels of medical, dental and vision coverage for full-time and part-time employees.

• Financial Protection & PTO: Life, accident, critical illness, hospital indemnity insurance, short- and long-term disability, paid family leave and paid time off.

• Financial & Career Growth: Higher education and certification tuition assistance, loan assistance and 401(k) retirement package and company match.

• Employee Well-being: Mental, physical, and financial wellness programs (free gym memberships, virtual care appointments, mental health services and discount programs).

• Professional Development: Ongoing learning and career advancement opportunities.

What we're looking for

Knowledge & Skills

• Knowledge of CAHPS, CMS guidelines, patient satisfaction surveys, and patient experience metrics.

• Understanding of trends, best practices, and regulatory requirements related to patient experience.

• Strong written and verbal communication skills.

• Ability to plan, organize, and manage projects with competing priorities.

• Proficiency in Microsoft Office Suite and healthcare information systems.

• Skill in preparing and presenting clear, concise reports and communications.

• Ability to build relationships across disciplines and lead patient-centered initiatives.

Education

• Bachelor's degree required in related field (or obtained within 2 years).

• Master's degree preferred.

Experience

• Minimum of 2 years in healthcare, patient experience, customer service, or a related field.

• Experience in a hospital setting preferred.

Travel

• Ability to travel up to 60%

EEOC Statement

Lifepoint Health is an Equal Opportunity Employer. Lifepoint Health is committed to Equal Employment Opportunity for all applicants and employees and complies with all applicable laws prohibiting discrimination and harassment in employment."

You must be authorized to work in the United States without employer sponsorship.

Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.