Patient Experience Specialist

We are looking for a dynamic Patient Experience Specialist, the role will require going to Provider locations throughout the Bay Area and occasionally San Francisco.

The Patient Experience (PX) Specialist is responsible for administering the patient experience program including surveys, data analysis, reporting, and the provider incentive program. They support the organization’s Medicare Star performance strategy by helping to improve patient and member satisfaction, Consumer Assessment of Healthcare Providers and Systems (CAHPS) performance, and service delivery across the member journey. This role is instrumental in identifying experience-related performance gaps and supporting cross-departmental collaboration to improve ratings.

Essential Responsibilities:

• Act as a point of contact for patient/member complaints, grievances, compliments, and inquiries, received via the PX survey ensuring timely, compassionate, and effective resolution. Coordinate service recovery efforts and follow-up communications with patients and internal teams. Partner with Appeals & Grievances, Customer Service, and others to identify systemic member pain points that negatively impact satisfaction and retention and work to make improvements.
• Monitor and analyze PX data and measures tied to the Medicare Star program, including CAHPS domains such as:
• Provider Communication
• Care Coordination
• Office Staff
• Access to Care
• Overall Rating
• Identify trends, gaps, and opportunities for improvement. Collaborate with cross-functional teams, e.g., Regional Services, Quality, Population Health, in the development of action plans for underperforming metrics and support execution of patient experience initiatives that drive CAHPS and Medicare Star improvement.
• Assist Regional Services in designing and executing practice and provider engagement efforts, e.g., provider coaching, scripting, communication toolkits, to improve patient-facing interactions that positively influence survey responses, reinforce patient/member-centered communication and CAHPS key drivers. Create CME - level presentations.
• Administer the provider incentive program. Validate and share provider performance reports quarterly and as needed. Provide recognition to high-performing providers and those who show improved performance. Focus on continuous program improvement to inspire and motivate higher performance standards.
• Administer the internal PX process. Work with teams responsible for the survey platform and reporting tools to optimize survey experience, dashboards, and reporting. Ensure survey process is efficient, effective, and results in the highest possible response rate.
• Collaborate with health plan partners to understand PX performance. Align metrics and develop resources to improve survey results of the members we serve together.

Skills and Experience Required:

• BA/BS degree. Related work experience may substitute.
• 2 years of experience in patient experience, member service, related healthcare setting, or member experience role within a health plan or medical group.
• Certified Patient Experience Professional (CPXP) credential preferred.
• Familiarity with CAHPS, HEDIS, NCQA, or CMS regulations is highly preferred. Experience working with CAHPS data or health plan Star Ratings is highly desirable.
• Knowledge of managed care environments.
• Experience participating or managing cross-functional projects aimed at improving patient/member satisfaction.
• Working knowledge of Microsoft 365. Experience with Epic and patient/member feedback platforms preferred.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Empathetic, patient-centered mindset with a commitment to service excellence.
• Ability to build collaborative relationships with providers, members, and internal teams.
• Detail-oriented with the ability to manage multiple priorities in a fast-paced environment.
• Bilingual capabilities (e.g., Spanish, Chinese, etc.) a plus.
• Valid Driver’s License and proof of auto insurance.

Additional Information:

Salary: $85,000 - $110,000 Annual

Hill Physicians is an Equal Opportunity Employer