About the Position:
The Patient Experience and Corporate Training Specialist plays a critical role in improving the overall patient journey and for improving patient experience through staff training programs. By designing, delivering, and coordinating programs to capture patient experience data and feedback, and building/implementing enterprise-wide training programs that elevate service excellence across the organization, this role is a critical role for optimum patient quality assurance and improvement. This role partners closely with clinical teams, administrative/corporate departments, and organizational leadership to ensure patient experience programs are running at optimum levels and staff are equipped with the skills, knowledge, and tools needed to consistently deliver compassionate, world-class and patient-centered care.
Responsibilities and Requirements:
Key Responsibilities
Training Development & Delivery
- Design and deliver and manage patient experience training programs, including staff onboarding, refresher sessions, and specialized workshops across all practice locations.
- Create training materials such as presentations, guides, job aids, e-learning modules, and simulations that can be used as self-guided tools for staff as well as management guides for staff and for in-person internal workshops
- Facilitate training related to communication skills, empathy, service recovery, cultural competency, de‑escalation, and organizational service standards.
- Maintain and update curriculum to reflect best practices and current patient experience priorities.
Program Coordination
- Develop and manage the training calendar, scheduling, registration, attendance tracking, and logistics for in‑person and virtual sessions.
- Evaluate and then coordinate with department leaders to implement training needs and customize sessions for various roles (clinical, front desk, support services, etc.).
- Collaborate with Human Resources and Department Leads to track completion rates and ensure compliance with mandatory patient experience and customer service training requirements.
Quality Improvement & Patient Experience Support
- Monitor patient satisfaction and experience data (e.g., HCAHPS, CG‑CAHPS, internal surveys) to identify training opportunities.
- Support service recovery processes by training staff on best‑practice communication and problem‑solving skills.
- Partner with practice managers and department leaders to develop and implement improvement initiatives across the organization.
- Document and report training effectiveness using evaluations, surveys, and metrics.
- Ensure evaluations are incorporated into every training and used to support appropriate changes to curriculum
Collaboration & Stakeholder Engagement
- Work closely with leaders across clinical, operational, and administrative teams to support patient experience goals.
- Participate in committees, workgroups, and improvement teams related to patient satisfaction and service culture.
- Assist with organization‑wide campaigns and communication rollouts that support patient engagement and service excellence.
Qualifications
Education & Experience
- Bachelor’s degree in Healthcare Administration, Education, Organizational Development, Communications, or related field (required).
- 2–4 years of experience in training, patient experience, customer service, or healthcare operations (preferred).
- Experience facilitating training sessions for diverse groups of learners (highly preferred).
Skills & Competencies
- Strong facilitation, presentation, and public speaking skills.
- Ability to design training materials that are clear, engaging, and accessible.
- Excellent communication, relationship-building, and interpersonal skills.
- Knowledge of patient satisfaction metrics (HCAHPS, CG‑CAHPS) and healthcare service excellence standards.
- High emotional intelligence and ability to model empathetic, patient‑centered behaviors.
- Proficiency in Microsoft Office, LMS platforms, and virtual training tools (Teams/Zoom).
Work Environment
- Standard office and healthcare facility settings.
- Requires regular travel across multiple sites.
- Early morning or late-afternoon classes based on operational needs.
Why This Role Matters
The Patient Experience Training Coordinator directly contributes to creating a service culture that improves patient outcomes, builds trust, and strengthens the overall reputation of the organization. This role empowers employees with the tools to provide exceptional care every day.
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
