Overview The Patient Experience Officer of Ambulatory Services will oversee the patient experience across approximately 70 physical locations and 13 departments within the ambulatory services department. This key leadership role is responsible for ensuring that every patient interaction reflects our commitment to providing compassionate care and that the voice of the patient is integrated into business decisions, policy changes, and service delivery. The Patient Experience Officer will work closely with clinical, administrative, and support teams to enhance service delivery, improve patient satisfaction, and drive continuous improvement initiatives throughout the ambulatory network. The Patient Experience Program Manager reports directly to the Patient Experience Officer. Responsibilities Patient Experience Strategy and Oversight Develop, implement, and continuously improve patient experience strategies across all ambulatory care locations and departments. Ensure alignment with organizational and enterprise goals. Leadership & Collaboration Lead patient experience initiatives across 70 physical locations and 13 departments, ensuring consistent delivery of exceptional care. Work with clinical teams, administrators, and other departments to support a patient-centric culture. Facilitate organization-wide leadership meetings as requested. Act as a change agent for the organization. Management Support the Patient Experience Program Manager in translating organizational KPIs related to patient experience into strategic and tactical action plans and programs. Patient Surveys Oversee the collection, analysis, and reporting of patient survey data, ensuring timely updates with the surveying vendor involving staff changes, correcting discrepancies, and ensuring all relevant sites and staff are being appropriately tracked and displayed on vendor platforms. Lead implementation of any necessary new vendor additions or changes, providing insights on which functions and features would best support the organization. Act as the point of contact for data/report questions and issues. Performance Metrics & Reporting Establish key performance indicators (KPIs) for patient experience at the organization, department, and individual clinic level. Provide regular reports to leadership regarding the status and trends in patient satisfaction. Training & Development Develop and facilitate patient experience training for clinical staff. Partner with the Training and Development Department to identify clinics struggling to meet patient experience goals. Collaborate with clinic leadership and T&D on the design and implementation of targeted training programs aimed at improving service delivery in these locations, ensuring that struggling clinics receive the support they need. Monitoring and Improvement Track and analyze patient feedback through surveys to identify gaps in services and areas for improvement. Maintain open lines of communication with department leadership on trends and key drivers. Implement programs to address patient concerns and enhance satisfaction. Provider Coaching and Support Provide one-on-one coaching and group training sessions for providers, focusing on improving communication techniques during patient encounters. Offer ongoing support to help providers incorporate best practices into their daily routines, addressing both verbal and non-verbal communication. Innovation & Best Practices Keep up with trends and best practices in patient experience, particularly within ambulatory care settings. Introduce innovative approaches where applicable. Annual Ceremony Oversee the planning, communication, and budget of the annual Patient Experience awards ceremony. Qualifications Education Bachelor's degree in Healthcare Administration, Psychology, Nursing, Business Administration, or a related field. Master’s degree preferred. Experience Minimum of 5 years of progressively responsible administrative experience in an applicable health care setting. Must have excellent administrative and communication skills necessary to motivate staff, coordinate activities and lead change initiatives. Experience managing patient experience in an ambulatory or multi-location healthcare setting is highly desirable. Skills: Strong leadership and interpersonal skills: Ability to collaborate across diverse teams and departments. Excellent communication and problem-solving abilities. Patient Experience Knowledge: Deep knowledge of patient experience best practices, patient satisfaction measurement tools, and quality improvement methodologies. Analytical Skills: Ability to analyze data and translate it into actionable insights. Project management skills: Ability to plan, execute, and monitor patient experience improvement initiatives. Healthcare knowledge: Understanding of healthcare operations, clinical practices Travel: This position requires regular travel between the 70 ambulatory locations. The work environment is primarily office-based, with interaction across diverse clinical and administrative settings.