Training and Development Specialist I (Patient Experience Specialist) - UI Health

The Patient Experience Specialist serves as a coach, educator, and consultant to advance a culture of patient-centered care, service excellence, compassion, and exceptional communication across the organization. This role develops, coordinates, and implements patient experience training, development, and improvement initiatives while partnering with clinical and non-clinical teams to strengthen communication, empathy, service recovery, and patient engagement. Duties Responsibilities: Training and Development Facilitates patient experience training programs for new and existing employees Recommends, plans, and implements patient experience training seminars and workshops. Develops educational materials, facilitator guides, e-learning modules, and participant resources. Delivers educational sessions on patient experience standards, including communication skills, empathy, service excellence, cultural sensitivity, patient-centered care, and service recovery Facilitates workshops, simulations, role-playing exercises, and leadership development sessions. Conducts one-on-one and group coaching sessions with leaders and staff to improve patient interactions and service behaviors. Evaluates learning effectiveness and recommends improvements. Patient Experience Improvement Demonstrate effective communication and teamwork within and across all services/departments, establishing and maintaining collaborative relationships. Assists departments in identifying opportunities for improvement based on patient feedback, rounding observations, complaints, grievances, and satisfaction survey results. Collaborates with the Patient Experience Directors to implement organizational patient experience strategies and initiatives. Participate in patient experience committees, improvement teams, and organizational initiatives. Assists with patient experience events, recognition programs that celebrate exceptional patient-centered behaviors, and service excellence. Remains current on industry best practices, regulatory requirements, and patient experience trends. Participates in related patient experience coaching and improvement initiatives as assigned. Perform other related duties and participate in special projects as assigned.