Patient Experience Advisor
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Job Description
Patient Experience Advisor guiding healthcare clients’ patient experience improvement using Press Ganey analytics, benchmarking, and proprietary frameworks. Managing client relationships, performance reviews, and strategic programs.
Responsibilities:
- Serve as a trusted strategic partner to clients, owning the day-to-day relationship and driving measurable improvements in patient experience
- Apply understanding of the healthcare landscape, emerging trends, operational challenges, and organizational priorities to guide clients toward high-impact strategies and solutions
- Collaborate with internal teams and client stakeholders to align goals, identify opportunities, and implement patient experience programs
- Leverage data analytics, industry best practices, peer benchmarking, and proprietary frameworks to deliver proactive, insight-driven recommendations
- Lead day-to-day execution of client improvement strategies and coordinate Press Ganey support teams
- Develop understanding of client stakeholder challenges and align solutions and insights to support strategic decision-making
- Deliver on-demand and proactive improvement support using analytics and thought leadership
- Collaborate with consulting, marketing, data science, and knowledge management teams to create and adapt toolkits, blogs, case studies, and scalable insights
- Partner with Application Support Specialists to ensure timely follow-through aligned with client patient experience strategies
- Work with product, technology, and delivery teams to identify market trends and inform solution development
- Coordinate and present regular client performance reviews with the Managing Director
- Lead and support industry programs, webinars, online communities, and events
- Collaborate with the Growth team to identify client needs and opportunities and deliver best-practice recommendations
Requirements:
- Minimum 5 years in healthcare, with a strong focus on patient experience improvement
- In-depth knowledge of Hospital CAHPS (HCAHPS) and Clinician & Group CAHPS (CG-CAHPS) required
- Exceptional interpersonal, communication, and presentation skills, with a polished executive presence
- Strong grasp of improvement methodologies, data analytics, and industry best practices
- Passion for patient experience, proactive in problem-solving, and committed to follow-through
- Comfortable in a fast-paced environment with the ability to manage multiple priorities
- Willingness to travel up to 25% for client engagements
- Bachelor’s degree required
Benefits:
- Competitive benefits package
- Discretionary bonus or commission tied to achieved results
- Reasonable accommodations for qualified individuals with disabilities or disabled veterans in the hiring process
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