Patient Experience Specialist (54943)

About ApolloMD

ApolloMD partners with more than 130 leading hospitals and health systems nationwide to provide Emergency Medicine, Hospital Medicine, Anesthesia and Radiology services, treating more than 3.9 million patients each year. ApolloMD physicians operate with local autonomy backed by the support, security and resources of a national group. Learn more about our growing team at www.apollomd.com

Job Description

The Patient Experience Specialist/Advisor serves as a strategic operational partner responsible for advancing patient experience initiatives across ApolloMD client facilities across multiple states, primarily North Carolina. This role collaborates closely with physicians, advanced practice clinicians, hospital leadership, and local practice teams to cultivate a culture of compassion, empathy, and service excellence. 

The Patient Experience Specialist/Advisor leads implementation of ApolloMD’s comprehensive service excellence programs, delivers stakeholder education and provider communication training, monitors performance metrics, and ensures measurable improvement in patient satisfaction outcomes. This position requires strong relationship-building skills, data fluency, and the ability to influence change in fast-paced hospital-based environments. 

Essential Job Responsibilities 

• Partner collaboratively with providers and hospital clients to foster a culture of compassion, empathy, accountability, and exemplary service excellence.  

• Deliver one-on-one bedside communication coaching to providers, including real-time observation and feedback. 

• Lead stakeholder education sessions, committees, and work groups focused on patient-centered care initiatives. 

• Develop, implement, and promote customized patient experience strategies tailored to the unique needs of each client facility. 

• Oversee site-level patient experience programs and supervise Patient Experience Coordinators (where applicable), providing guidance and strategic direction. 

• Measure, monitor, and analyze patient satisfaction data; provide actionable reports and insights to facility and organizational leadership. 

• Serve as a point of escalation for resolving patient or facility-level concerns, complaints, or service recovery issues. 

• Travel regularly to client facilities nationwide to support implementation, coaching, and performance improvement initiatives. 

• Ensure adherence to company processes, including maintenance planning, documentation, and follow-up reporting. 

• Support and Coach Physicians  

• Perform additional duties and special projects as assigned.

• Must be able to travel 75% of the time throughout North Carolina and surrounding regions

Qualifications

• Bachelor’s Degree preferred 

• Minimum of 3-5 years of experience in hospital-based healthcare 

• Minimum of 3 years of experience in a customer service or patient experience type setting 

• Strong interpersonal and communication skills, with exceptional responsiveness 

• Proficiency in Microsoft Office required  

• Proficiency in patient satisfaction data analysis and reporting required  

• Demonstrated experience working directly with physicians and clinical teams preferred. 

• Strong analytical skills with proficiency in patient satisfaction data analysis and reporting. 

Core Competencies & Professional Skills

Customer & Relationship Skills 

• Exceptional interpersonal and communication skills. 

• High level of professionalism; represents the organization with integrity. 

• Positive attitude and approachable demeanor. 

• Calm and composed under pressure. 

• Empathy and emotional intelligence. 

• Ability to explain complex or technical information in simple, relatable terms. 

• Strong conflict resolution and service recovery skills. 

Operational & Organizational Skills 

• Highly organized and efficient. 

• Strong multi-tasking abilities. 

• Effective problem-solving skills. 

• Data entry proficiency and attention to detail. 

• Ability to learn and adapt to new software systems. 

• Strong computer skills. 

• Commitment to confidentiality. 

Team & Leadership Skills 

• Collaborative team player. 

• Ability to influence without direct authority. 

• Skilled at guiding and coaching diverse clinical teams. 

• High level of responsiveness and accountability. 

Work Environment 

This position operates in hospital and clinical settings and requires regular travel to client facilities. The role demands flexibility, adaptability, and the ability to thrive in dynamic healthcare environments. This role will require travel 75% of the time. Additional work can be completed remotely or in the NC Corporate Office. 

Independent Physicians Resource, Inc. is committed to the principles of equal employment opportunity and strives to avoid all discrimination. All qualified employees and applicants are entitled to equal opportunities and treatment regardless of race, national origin, religion, sex, sexual orientation, gender identity, age, or physical or mental disability (subject to the ability to perform essential functions of the job).