Patient Experience Specialist

Job description

About Arnot Health
Arnot Health offers patient-centered, comprehensive health services to the Southern Tier of New York and Northern Tier of Pennsylvania. Campuses include Arnot Ogden Medical Center and St. Joseph's Hospital in Elmira; Ira Davenport Memorial Hospital in Bath, NY; and over 40 medical offices in the Southern Tier. Arnot Health is currently affiliated with more than 300 physicians from 50+ specialties.
Arnot Health is a member of Centralus Health, a community-based integrated delivery system. Our mission is to deliver high-quality care, empower our teams to succeed, and improve the wellbeing of the communities we serve.
Our commitment to quality personalized care begins with our exceptional team—over 6500 employees strong. At Arnot Health, you will work in a collaborative environment that values excellence, integrity, compassion and stewardship. Together, we create an environment where empathy, honesty and a dedication to quality thrive, empowering us to make a positive impact on the lives we touch.
We offer competitive wages, comprehensive benefits, and professional development opportunities to help our employees grow and thrive. Whether you are just starting your career or taking the next step in healthcare, we invite you to join us in shaping the future of care in our communities.
Learn more at www.arnothealth.org .
Summary: The Patient Experience Specialist is responsible for advancing a culture of patient- and family-centered care across Centralus Health. Working in close partnership with the Chief Experience Officer, this role partners to lead the design, implementation, and evaluation of strategies that enhance human experience to include team members, the patient and, families. The position supports organizational priorities through data-informed improvement initiatives, leader coaching, and the integration of service excellence principles aligned with Centralus Health’s mission, vision, and values.
Roles and Responsibilities:
• Lead the planning, development, and implementation of enterprise-wide patient experience initiatives that improve the experience of patients, families, and team members.
• Analyze patient experience, grievance, and operational data to identify trends, barriers, and opportunities for improvement, and translate findings into actionable improvement strategies.
• Contribute to the development, communication, and implementation of an enterprise-wide patient experience strategy and improvement plans. Socialize objectives and performance goals aligned with industry benchmarks and best practices for service lines and departments.
• Serve as the subject matter expert for patient experience analytics and platforms, including interpreting, tracking, and reporting qualitative and quantitative data for leaders, while training and coaching leaders to understand and apply data insights to improve outcomes.
• Compiling and presenting reports for leadership, including executive‑level summaries of trends and anticipated changes.
• Coach, support, and consult with leaders and teams to address performance gaps and improve patient experience metrics through sustainable action plans and performance improvement.
• Partner to design, deliver, and implement patient experience education, training, and professional development programs aligned with the key drivers of experience and organizational priorities.
• Collaborate in the design and sustainment of recognition and engagement initiatives that reinforce a culture of excellence.
• Demonstrate a consistent commitment to compassionate, empathetic, and responsive interactions that address the psychological and physical needs of team members, patients, families, and families.
• Serve as a liaison between patients, families, and staff to support timely resolution of concerns and promote compassionate, empathetic interactions, and optimize the overall experience.
• Perform other duties as required to support organizational goals and the patient experience.

Required Skills and Experience:
• Bachelor’s degree in Business, Healthcare Administration, Nursing, Organizational Development, Public Health, Industrial/Organizational Psychology, or related field.
• Minimum of 3 years of progressive experience in human experience, service excellence, or customer relations, preferably within a hospital or health system.
• Demonstrated success leading service improvement initiatives in complex healthcare environments.
• Demonstrated experience facilitating cross-functional improvement efforts without direct authority.
• Certified Patient Experience Professional (CPXP) credential or attainment within three years of hire.

Preferred Skills and Experience:
• Coaching or consulting experience.

Physical Requirements:
• Typical office work environment.
• Ability to lift up to 15 pounds frequently and up to 30 pounds occasionally.
• Ability to remain at a workstation and move throughout the workplace as necessary, with or without reasonable accommodation.

Location, Travel and Shift Requirements:
• Onsite at 101 Dates Dr. Ithaca, NY.

Pay Range Disclosure:
• Standard Rate of $70,000 - $90,000 per year plus benefits

Centralus and its affiliates are committed to treating all patients, providers, staff and volunteers equitably and with dignity, ensuring the highest levels of safety, care and respect, and striving to recognize and overcome biases and policies that contribute to disparities in healthcare access, equitable care and positive health outcomes for all.
We are proud to be an Equal Employment Opportunity employer, supporting the growth and health of our employees and community by embracing the rich diversity, needs and circumstances of all peoples and prioritizing opportunities to build a diverse and inclusive workplace. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable protected characteristics.
If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, please contact the Centralus Talent Acquisition team at [email protected] .