Employment Type:

Shift:

Description:

Job Title: Patient Experience Strategist

Employment Type: Full-time

Shift: Days
Location: Holy Cross Hospital - Silver Spring, MD

Position Purpose

Serves as a strategic advisor and change agent responsible for improving the patient and family experience across the organization. This role partners with operational leaders, physicians, nursing teams, and support departments to identify opportunities, design solutions, and implement initiatives that enhance patient satisfaction, engagement, service excellence, and overall experience outcomes.

The consultant leverages patient feedback, survey data, operational metrics, and industry best practices to drive a culture of patient-centered care while supporting organizational goals related to quality, safety, access, and loyalty. Facilitates training and program development to support patient experience needs and goals; support leader program implementation and progress.

As a Patient Experience Consultant, you will:

• Lead and support organization-wide patient experience initiatives and service excellence programs.
• Design and implement improvement strategies focused on communication, responsiveness, empathy, care coordination, and patient engagement.
• Serve as an internal consultant to hospital, ambulatory, and support service leaders on patient experience improvement strategies. Ensure effective day-to-day operations related to patient experience programming and interactions.
• Analyze patient experience survey results, patient feedback, complaints, grievances, and rounding data.
• Provide coaching and consultation to leaders, physicians, and staff on patient-centered communication behaviors and service recovery practices.
• Support efforts to address patient concerns and improve patient relations processes.
• Partner with Patient Relations, Quality, Nursing, and Operational leaders to resolve complex patient experience issues.

Minimum Qualifications:

• Bachelor's Degree in healthcare, business and/or clinical area required. (Additional related experience may be substituted for education requirement.)
• 5+ years of healthcare, patient experience, quality improvement, operational consulting, service excellence, or related experience required.
• Experience working with leadership, executives, and physicians (strongly preferred)
• Experience leading cross-functional projects and facilitating change initiatives requires.
• Experience analyzing healthcare performance metrics and patient satisfaction data preferred.

Position Highlights and Benefits:

• Comprehensive benefit packages, including medical, dental, vision, mental health, paid time off, 403B, education assistance and voluntary benefits (pet insurance, accident insurance, hospital indemnity and others) available from the first day of employment.  
• Work/Life balance with flexible schedules.  
• Free onsite parking.  
• Our mission and core values are what drive each member of Trinity Health to support each other, communicate openly and respectfully while embracing a culture that nurtures a healing, safe environment for all.   
• Referral Rewards Program

Pay Range:

• $34.07 - $52.84 per hour

Pay is based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may also vary within the stated range based on location.

About us:

Holy Cross Health is a Catholic, not-for-profit health system that serves more than 240,000 individuals each year from Maryland's two largest counties — Montgomery and Prince George's counties. Holy Cross Health earns numerous national awards, clinical designations and accreditations across a wide range of specialties for providing innovative, high-quality health care services.

Holy Cross Health is an Equal Employment Opportunity (EEO) employer. 

Qualified applicants are considered for employment without regard to Minority/Females/disabled/Veteran (M/F/D/V) status.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.