Patient Experience Consultant

Overview Join Our Team as a Patient and Family Experience Consultant Are you passionate about enhancing patient experiences and driving quality improvement? We are seeking a dynamic individual with expertise in Press Ganey patient experience surveys, coaching skills, and a creative thinker when it comes to improvement strategies. As a Patient Experience Consultant, you will lead multidisciplinary improvement activities, collaborate with various departments, and ensure the highest quality outcomes for our patients and families. If you have a background in healthcare, a knack for data-driven decision-making, and a commitment to excellence, we want to hear from you Position Summary The Patient Experience Consultant leads, conducts and/or facilitates multidisciplinary improvement activities to ensure the highest quality patient experience outcomes for Children’s National Hospital. A specialist in patient experience and patient and family-centered care, this position works in partnership with assigned teams and collaborates with other departments to ensure the organization meets or exceeds the patient experience goals as measured by voluntary surveys. Serves as a role model and authority utilizing a variety of performance improvement strategies. This individual will assist leadership across all service lines to improve patient experience scores. Responsibilities Develops plan for completing required assessment, including project organization, data requirements, involved parties, resource requirements and timeline Provides consultation, team facilitation and leadership to clinical, medical, administrative and interdisciplinary teams regarding performance improvement (PI) methodologies; assisting teams in executing change, achieving desired outcomes, and spreading effective change and redesign Establishes and maintains collaborative working relationships and effective communication to facilitate improvements, fostering collaboration, partnership, innovation, customer service, and effective teamwork Establishes and maintains project implementation plans and project status reports Education and Qualifications Minimum Education: Bachelor’s Degree in Healthcare or Business related (Required); Master’s Degree (Preferred) Minimum Work Experience: 3 years healthcare related work (a Master’s degree in Business, Healthcare, Nursing, or other related field may substitute for 3 years of required experience) (Required); 2 years hospital operations, performance improvement, or project management (Preferred) Required Skills/Knowledge: Knowledge of the healthcare industry trends; Knowledge of word processing and spreadsheet software, quality improvement concepts, financial and data analysis; detail oriented, analytic, able to facilitate multidisciplinary improvement teams and negotiate conflict; proficiency in MS Office Suite; excellent interpersonal, oral, and written communication skills Functional Accountabilities Performance Improvement: Develops plan for completing required assessment, including project organization, data requirements, involved parties, resource requirements and timeline Provides consultation, team facilitation and leadership to clinical, medical, administrative and interdisciplinary teams regarding performance improvement (PI) methodologies; assisting teams in executing change, achieving desired outcomes, and spreading effective change and redesign Establishes and maintains collaborative working relationships and effective communication to facilitate improvements, fostering collaboration, partnership, innovation, customer service, and effective teamwork Establishes and maintains project implementation plans and project status reports Education Uses data to determine educational needs and program content then develops education plans to close identified knowledge and performance gaps. Trains staff and leaders through process assessment and redesign associated with experience strategy Mentors staff and leaders through training and project work. Responsible for successful closure of projects. Data Management Assists teams in collecting, aggregating then analyzing data, and developing realistic improvement plans. Collaborating with team members, develops metrics, data tools, and effective reports to facilitate decision-making and spur improvement. Creates measurements to fit processes that can be used to monitor effectiveness and further improvements. Organizational Accountabilities Organizational Commitment/Identification Partner in the mission and upholds the core principles of the organization Committed to diversity and recognizes value of cultural ethnic differences Demonstrate personal and professional integrity Maintain confidentiality at all times Customer Service Anticipate and responds to customer needs; follows up until needs are met Teamwork/Communication Demonstrate collaborative and respectful behavior Partner with all team members to achieve goals Receptive to others’ ideas and opinions Performance Improvement/Problem-solving Contribute to a positive work environment Demonstrate flexibility and willingness to change Identify opportunities to improve clinical and administrative processes Make appropriate decisions, using sound judgment Safety Speak up when team members appear to exhibit unsafe behavior or performance Continuously validate and verify information needed for decision making or documentation Stop in the face of uncertainty and take time to resolve the situation Demonstrate accurate, clear and timely verbal and written communication Actively promote safety for patients, families, visitors and co-workers Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance Location and Scheduling Primary Location: District of Columbia-Washington Work Locations: CN Hospital (Main Campus) 111 Michigan Avenue NW Washington 20010 Job: Non-Clinical Professional Organization: Position Status: R (Regular) - FT - Full-Time Shift: Day Work Schedule: 9-5 Posting and Compensation Job Posting: Sep 29, 2025, 3:14:04 PM Full-Time Salary Range: 81993.6 - 136656 Children’s National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “Know Your Rights” poster is available here and the pay transparency policy is available here: Know Your Rights Pay Transparency Nondiscrimination Poster. Please note that it is the policy of Children’s National Hospital to ensure a “drug-free” work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances, by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children’s National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana. #J-18808-Ljbffr