Training and Development Specialist ; Patient Experience Specialist

Hiring Department
:
Excellence and Experience Office

Location
:
Chicago, IL USA

Requisition : 1042646

FTE
: 1

Work Schedule

Shift
:
Days

# of Positions
: 1

Workplace Type
:
On-Site

Posting Close Date
:
September 16, 2026

Salary Range (commensurate with experience): $57,135. / Annual Salary

The University of Illinois Hospital & Health Sciences System (UI Health) provides comprehensive care, education, and research to the people of Illinois and beyond. A part of the University of Illinois Chicago (UIC), UI Health comprises a clinical enterprise that includes a Joint Commission-accredited tertiary care hospital and outpatient clinics, and the Mile Square Health Center network of federally qualified health centers.

It also includes the seven UIC health science colleges: the College of Applied Health Sciences; the College of Dentistry; the School of Public Health; the Jane Addams College of Social Work; and the Colleges of Medicine, Pharmacy, and Nursing, including regional campuses in Peoria, Quad Cities, Rockford, Springfield, and Urbana. UI Health is dedicated to the pursuit of health equity.

Learn more: https://hospital.uillinois.edu/about-ui-health

This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.

The Patient Experience Specialist serves as a coach, educator, and consultant to advance a culture of patient-centered care, service excellence, compassion, and exceptional communication across the organization. This role develops, coordinates, and implements patient experience training, development, and improvement initiatives while partnering with clinical and non-clinical teams to strengthen communication, empathy, service recovery, and patient engagement.

Training and Development

• Facilitates patient experience training programs for new and existing employees
• Recommends, plans, and implements patient experience training seminars and workshops.
• Develops educational materials, facilitator guides, e-learning modules, and participant resources.
• Delivers educational sessions on patient experience standards, including communication skills, empathy, service
• excellence, cultural sensitivity, patient-centered care, and service recovery
• Facilitates workshops, simulations, role-playing exercises, and leadership development sessions.
• Conducts one-on-one and group coaching sessions with leaders and staff to improve patient interactions and service behaviors.
• Evaluates learning effectiveness and recommends improvements.

Patient Experience Improvement

• Demonstrate effective communication and teamwork within and across all services/departments, establishing and maintaining collaborative relationships.
• Assists departments in identifying opportunities for improvement based on patient feedback, rounding observations, complaints, grievances, and satisfaction survey results.
• Collaborates with the Patient Experience Directors to implement organizational patient experience strategies and initiatives.
• Participate in patient experience committees, improvement teams, and organizational initiatives.
• Assists with patient experience events, recognition programs that celebrate exceptional patient-centered behaviors, and service excellence.
• Remains current on industry best practices, regulatory requirements, and patient experience trends.
• Participates in related patient experience coaching and improvement initiatives as assigned.
• Perform other related duties and participate in special projects as assigned.

• Any one or any combination of the following, totaling four years (48…