Quality & Patient Experience Specialist

In collaboration with Director and Operations Manager, coordinates and supports patient experience and quality initiatives across assigned areas. Conducts daily patient rounding to assess environmental cleanliness, identify service gaps, and provide real-time service recovery. Documents findings and trends to support performance improvement and ensure compliance with infection prevention and environmental standards.

• High School Diploma or equivalent
  - Required
• College Degree in Healthcare, Environmental Services or related field
  - Preferred

• 1-3 Years Healthcare, Environmental Services, Patient Experience or Quality Improvement
  - Required
• Experience in patient rounding or customer service;
  Experience with audits, inspections, or quality monitoring tools;
  Ability to identify trends and support process improvement initiatives

• None Required

• Conducts Patient Experience Rounding:
  Performs daily rounding in assigned units, focusing on high-impact areas. Engages patients to assess cleanliness and overall environment, addressing concerns in real time when possible.
• Supports Service Recovery:
  Responds to patient concerns related to environmental services and ensures timely resolution. Communicates with EVS staff and nursing as needed to correct issues immediately.
• Performs Quality Inspections & Audits:
  Conducts routine inspections of patient rooms and common areas to ensure compliance with EVS and infection prevention standards. Documents findings and follows up on deficiencies.
• Tracks and Reports Quality Metrics:
  Maintains documentation of rounding activities, trends, and opportunities for improvement. Assists leadership in identifying performance gaps and areas of focus.
• Collaborates with Leadership & Staff:
  Works closely with EVS leadership, nursing, and other departments to improve patient experience outcomes and maintain a clean, safe environment.
• Supports Training &
  
  Education:
  
  Reinforces EVS standards and expectations with staff based on observed trends and deficiencies.