Patient Experience Advisor
US-IL-Evergreen Park
External Apply Portal
Req #: 90490
Type: Full Time
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Overview: We are seeking a passionate and skilled Patient Experience Advisor to join our team and help elevate the patient's experience through meaningful, hands-on engagement. This role is central in delivering exceptional patient experiences by providing at-the-elbow observations, support, coaching, and training to frontline staff, managers, directors, and physicians. The ideal candidate will bring proven experience in patient experience strategy execution, with a strong ability to present, train, and influence across all levels of the organization. They will be comfortable facilitating learning sessions, leading improvement initiatives, and creating data-driven reporting to identify opportunities and measure impact. This role requires someone who can follow through on tactics, drive sustainable change, and build trust through authentic relationships. We're looking for someone who is emotionally intelligent, adaptable, and deeply committed to improving the patient journey. If you're ready to make a meaningful difference and help shape a culture of excellence, we encourage you to apply. The Patient Experience Coach combines an orientation toward patient-centered care, an understanding of change management principles and tools, knowledge of customer service practices, proficiency in measurement and data interpretation, and an understanding of health services delivery and the clinical operating environment, in order to provide support to operating units in achieving excellence in Patient Experience. The role aligns strongly to the work and activities of the OSF Mission Services, serves as a key resource to OSF HealthCare leadership in developing and maintaining a culture where the patient is at the center of care, and service excellence is aligned with clinical excellence and leadership capacity to provide an outstanding experience for each patient we serve. The Patient Experience Coach is a strategic partner who is responsible for continuous education, illumination and focus upon best practices in patient-centered care. Works collaboratively with Patient Centered Experience Specialists and facility leadership throughout the operating unit and region and, at times beyond, so as to identify and facilitate initiatives that will continuously improve the patient experience. Qualifications: REQUIRED QUALIFICATIONS: Education: Bachelor's degree in education, nursing, communications or other related field Experience: 3 years of experience in coaching, process improvement, change management, service excellence or adult education with demonstrated ability to drive results Licensure/ Certification: N/A Other Skills/ Knowledge: Excellent interpersonal and communication skills. * Strong interpersonal and problem-solving skills to work with leadership, providers, staff, and administration and to recommend and implement changes. * Ability to assess, evaluate, and implement ministry wide programs providing oversight and direction for local leaders and staff to ensure achievement of goals. PREFERRED QUALIFICATIONS: Education: Master's degree in healthcare administration, nursing, communications, or other related field Experience: RIM training completion Licensure/ Certification: Certified Patient Experience Professional (CPXP) Other Skills/ Knowledge: N/A OSF HealthCare is an Equal Opportunity Employer.
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