Patient Experience Professional

Patient Experience Professional

St. Mary's Healthcare has been providing high-quality, compassionate healthcare to the people of Montgomery and Fulton counties since 1903. At St. Mary's Hospital, the Rao Outpatient Pavilion and other locations, the local, independent healthcare organization offers the comprehensive, critical services its community needs and deserves. St. Mary's Healthcare has also been named a 2025 Times Union Top Workplace—the first acute care hospital in the Capital Region to earn the distinction since the Times Union launched the recognition program 14 years ago.

Job Requisition: PATIE001460 Employment Type: Full-Time Shift: Days Hours Per Week: 40- hours week

Hiring Range: $73,486.40- $101,238.80

The actual compensation for this position will be determined based on experience and other factors permitted by law.

Description

The Patient Experience Professional also creates a bridge between the hospital and patients/families. Their work requires them to keep patients' rights in mind, and they act as patient advocates and services as a representative of St. Mary's Healthcare in providing a patient centered approach to unsolicited feedback to fulfill the vision of improving the health and well-being of our community.

Responsibilities:

• Conducts patient rounding and reviews feedback data to identify opportunities for improvements in care delivery. Monitors Press Ganey survey data to understand current scores and areas of opportunity.
• Develops, implements curriculum and educational programs for staff focused on empathy, communication, and patient-centered service. Presents at General Orientation preparing the foundation of patient experience expectations to all new associates. Meets regularly with all department leaders across the SMH organization to implement new patient experience initiatives.
• Collaborates with leadership to design and implement initiatives that enhance the overall patient experience and meet, or exceed, organizational goals.
• Facilitates patient-family advisory councils and collaborates with staff to ensure a positive, inclusive environment.

Additional Responsibilities:

• Other duties as assigned.

Supervisory Responsibilities:

• None

Education, Training & Experience:

• A bachelor's degree in healthcare administration, nursing, or a related field is required. Minimum of three (3) years in a healthcare (patient facing) position required. Previous experience with patient experiences a must. Familiarity with medical terminology preferred.

Certifications / Licensure:

• CPXP or PXS preferred.

Required Skills and Attributes:

• Must be able to multitask while remaining professional, focused, composed and positive.
• Excellent customer service skills
• Displays integrity, friendliness, and compassion.
• Must be able to establish an appropriate and effective rapport with others.
• Demonstrates flexibility
• Takes initiative
• Able to work in a fast-paced environment
• Embraces new opportunities to grow both personally and professionally.
• Effective critical thinking and problem-solving skills.
• Proficient with various Microsoft Office products (Word and Excel).
• Strong organizational skills.
• Effective interpersonal skills.
• Ability to take and follow direction in a positive and appropriate manner.
• Ability to work as part of a team and independently. Must be able to demonstrate effective and appropriate written and oral communication skills.
• Ability to organize and establish day-to-day priorities while using critical thinking skills in all aspects of the job.
• Must be able to speak, read, write and follow instructions in English.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.