PeaceHealth Patient Experience Specialist in Springfield, Oregon

PeaceHealth is seeking a Patient Experience Specialist for a 1.0 full time equivalent Exempt position. This position will be working Day shift with shift durations of 8 Hours.

Req ID: 162085


Responsible for PeaceHealth Patient Experience program improvement in partnership with clinical and non-clinical leadership, executive sponsors and Quality; may include provider shadow coaching, supporting provider onboarding and mentorship. Work collaboratively within a team of cross-regional counterparts to coordinate efforts, focus support where needed and share best practices. Support the tracking and trending of service- related outcomes, identify opportunities for improvement, recommend and implement solutions to achieve improved Patient Experience performance goals and patient engagement. Work with a diverse group of caregivers to successfully plan and execute projects/programs ensuring alignment with the patient experience improvement priorities of PeaceHealth.


  1. Partner with leadership to establish a sustainable patient experience program, to develop and drive strategies, tactics and outcomes to achieve PeaceHealth system wide and community specific service goals related to patient experience. Create, implement and monitor the project plan and schedule.

  2. Coordinate and facilitate system-based patient experience improvement work within assigned community and/or PHMG. Maintain project tools, coordinating timing, prioritization and implementation of projects/logistics in close collaboration with key stakeholders and community implementation teams. Lead and facilitate system-based patient experience improvement, including coordinates shadow coaching and mentoring.

  3. Lead/facilitate/participate in patient experience teams and committees as assigned. Serve as knowledge, quality and process subject matter expert. Support the integration of process improvements across network and community.

  4. Develops program content, training curriculum, and provides on-going education to leadership, providers and caregivers. Applies evidence based knowledge of performance improvement, survey instruments and methodology to work.

  5. Track Patient Experience data, analyze, trend outcomes and identify opportunities for improvement. Responsible for reporting on findings to key stakeholders leading to transparency of project and its outcomes.

  6. Regularly reports to executive, leadership and oversight teams on program status and initiative progress. Successfully manages the scope of projects, including client priorities, resource needs and successful execution.

  7. Work collaboratively with physician leads, other program managers, project managers, and other cross regional and Quality leaders to identify and mitigate risks to project success.

  8. Adopt a proactive approach to identify risks to project success. Recommend and take action in order to manage project risks and develop effective solutions to ensure the successful completion and implementation of project as early as possible. Facilitate cross regional teams to identify patient experience, mentorship and provider onboarding improvement strategies, priorities, measures, and milestones. Lead work teams to accomplish defined, standardized, cross regional strategies and goals.

  9. Facilitate teams for related Patient Experience project work and supports other teams work performed in relation to Patient Experience outcomes.

  10. Serve as point of contact and respond to patient experience inquiries related to measures, analysis, support and interventions. Communicates all of the requirements and commitments (both verbally and in writing) for each project with clients, and patient experience leaders.

  11. Responsible to establish and support the PHMG Mentorship program. Coordinate provider onboarding activities in conjunction with community and system teams to ensure a seamless provider onboarding experience.

  12. Perform other duties as assigned.



  • Bachelor’s degree required, preferably in a healthcare-related field. Equivalent knowledge and skills obtained through a combination of education, training and experience may be considered.


  • Minimum five years related experience in a healthcare setting; preferably hospital, clinic, or health system- related.

  • Experience with managing complex programs and projects, specifically with a focus on customer service/service excellence/patient experience activities, and demonstrated successful completion of quality improvement projects with desired outcomes.

  • Demonstrated teaching proficiency, including knowledge/application of Adult Learning principles


  • Facilitation or project management certification is preferred.


  • Proven skills in team facilitation, project implementation, effective data interpretation, patient advocacy, customer relations

  • Group facilitation skills

  • Excellent verbal and written communication skills required.

  • Strong organizational and analytical skills required.

  • Conflict management and group facilitation skills required.

  • Ability to manage multiple priorities, projects and display flexibility in a fast paced and changing work environment.

  • Proficiency with MS Project, Excel, Word, PowerPoint and Visio required. Competency with other project management software is preferred.

  • Working knowledge of patient experience vendor data system (Catalyst), as well as general analysis tools and concepts (validity, reliability, etc.)

  • Working knowledge of all survey instruments/reporting mechanisms associated with regulatory/pay for performance and regulatory compliance/reporting (HCAHPS, HHCAHPS, CGCAHPS, other)

  • Working knowledge of Sharepoint, Issue Tracker, Microsoft Project, Excel

  • Working knowledge of Service Excellence literature and best practices (e.g. Quint Studer, AIDET, etc.)


  • Network based positions must be located geographically within the network


  • Work requires normal amounts of physical effort.

  • Ability to lift objects weighing 10 lbs. or less.

  • Work is performed under normal working conditions with adequate lighting and ventilation.

  • Duties require the ability to concentrate and pay close attention to detail (more than 65% of work time).

Please apply online to be considered. For full consideration of your skills and abilities, please attach a current resume with your application.

About PeaceHealth

PeaceHealth, based in Vancouver, Wash., is a not-for-profit Catholic health system offering care to communities in Washington, Oregon, and Alaska. PeaceHealth has approximately 16,000 caregivers, a multi-specialty medical group practice with more than 900 providers and 10 medical centers serving both urban and rural communities throughout the Northwest. In 1890, the Sisters of St. Joseph of Peace founded what has become PeaceHealth. Today, PeaceHealth is the legacy of its founding Sisters and continues with a spirit of respect, stewardship, collaboration and social justice in fulfilling its Mission.

We offer competitive compensation, a robust benefits package at and a collaborative, Mission-driven work environment! To learn more about working at PeaceHealth and the Springfield community please visit our homepage: .

Get a feeling for the Spirit of PeaceHealth through this three-minute video , and visit us on Facebook at or LinkedIn at !

Questions? Review our Employment FAQ at or email . Please note this email does not accept resumes or applications.

Location: Springfield, SHMC at Riverbend (420)

Job Category: Business, Administrative & Facilities

Shift: Day

Shift Length: 8 Hours

FTE: 1.0

Work Type: Full Time

Hourly compensation starts at: $32.32, more depending on experience

Required Certifications/Licensure:

PeaceHealth is committed to providing equal employment opportunities to all qualified job applicants and employees without regard to the following statuses: protected veteran; qualified individual with a disability; race; ethnicity; religion; gender; pregnancy; gender identity; national origin; age; genetic information; sexual orientation; or any other protected status in accordance with local, state, or federal laws.

The above information is intended to indicate the general nature and level of work performed by this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of caregivers assigned to this job.

Posting Notes: Springfield || Business, Administrative & Facilities || Risk Management & Quality || Full Time || QUALITY IMPROVEMENT