Communication & Programs Senior Specialist

Overview

Organizational Accountabilities

• Act as the communication subject matter expert during severe service failures or patient grievances, drafting empathetic, real-time messaging for affected patients and families.
• Develop and maintain a repository of standard operating procedures (SOPs) and pre-approved communication templates for frontline staff to use during common service breakdowns (e.g., long wait times, clinic cancellations).

Communication Audit

• Continuously review, map, and audit all physical and digital patient communication touchpoints (from pre-admission SMS to post-discharge emails) to ensure consistent tone, clarity, and empathy.
• Own the functional requirements for digital patient communication tools, such as the patient portal interface text, automated WhatsApp/SMS journeys, and interactive wayfinding kiosks.
• Personally draft, edit, and oversee the graphic production of all specialized PX collateral, including "Rights & Responsibilities" posters, patient welcome packets, and educational videos.
• Design and execute functional campaigns for internal staff (e.g., "Patient Experience Week" or empathy-driven internal competitions) to keep patient-centered care at the forefront of employee culture.

Strategic Program Management & Implementation

• Design & Launch PX Initiatives: Develop, implement, and oversee patient experience programs (e.g., Patient & Family Advisory Councils (PFAC), Patient Ambassador programs, Service Recovery initiatives, and healthcare awareness events).
• Cross-Functional Collaboration: Partner with Clinical, Nursing, Quality, and Operational leaders to embed patient-centered workflows and communication standards across all touchpoints.
• Project Management: Manage timelines, budgets, and resource allocation for ongoing patient experience projects and cultural transformation campaigns.

Internal & External Communication Strategy

• Internal Culture Building: Draft and deploy internal communication campaigns (newsletters, toolkits, intranet updates) that highlight PX best practices, share "patient stories," and celebrate staff who demonstrate exceptional care.
• Patient-Facing Content: Create and review clear, empathetic, and culturally sensitive patient-facing materials, including educational brochures, digital signage, discharge instructions, and wayfinding communication.
• Digital Engagement: Collaborate with the Corporate Communications/Marketing team to manage patient-facing digital content, post-discharge text campaigns, and patient community portals.

Patient Feedback Analysis & Action Planning

• Data-Driven Storytelling: Analyze quantitative and qualitative data from patient satisfaction surveys (e.g., Press Ganey, HCAHPS), complaints, and focus groups. Translate this data into meaningful narratives and insights for healthcare leaders.
• Program Evaluation: Establish Key Performance Indicators (KPIs) to measure the effectiveness of communication campaigns and patient programs, adjusting strategies based on performance outcomes.