Children's National Medical Center
Patient Experience Consultant
Children's National Medical Center, Washington, District of Columbia, us, 20022
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
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