Training and Development Specialist I (Patient Experience Specialist) - UI Health

Training and Development Specialist I (Patient Experience Specialist) - UI Health

Hiring Department: Excellence and Experience Office

Location: Chicago, IL USA

Requisition ID: 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): $57,135.00 - 111,345.00 / Annual Salary

About the University of Illinois Hospital & Health Sciences System (UI Health)

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.

Duties & Responsibilities:

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.

Minimum Qualifications Required:

1. Any one or any combination of the following, totaling four years (48 months), from the categories below:

A. credit for college training leading to a major or concentration in education or other fields related to training and development such as human resource administration or business administration or closely related fields

• 30 semester hours equals 12 months
• 60 semester hours equals 24 months
• 90 semester hours equals 36 months
• 120 semester hours or a Bachelor''s Degree equals 48 months

B. credit for college training leading to a major or concentration in fields other than those previously listed

• Bachelor's Degree equals 3 years (36 months)
• Master's Degree equals 4 years (48 months)

C. work experience as a human resource or training professional

2. Two years of professional work experience in the training and development profession1

1A Master''s degree in education or other fields closely related to training and development (such as human resource administration or business administration) or a Master''s degree with a concentration in these fields may be substituted for one year of such experience. Knowledge of patient satisfaction methodologies and healthcare quality improvement principles preferred.

Preferred Qualifications:

• Bachelor's degree in Healthcare Administration, Nursing, Education, Organizational Development, Human Resources, Business Administration or related field is required.

• Minimum of two (2) years of experience in healthcare, a customer service or patient experience role, or organizational development.

• Minimum of two (2) years of experience in training, facilitating, and developing adult learning programs, individuals, and teams preferred.

• Knowledge of patient satisfaction methodologies and healthcare quality improvement principles preferred.

• Certification as Certified Patient Experience Professional is preferred

• Certification as an Associate Certified Coach or higher preferred

• Ability to conceptualize, define, design, and construct patient experience training programs and course materials

• Strong presentation, facilitation, and public speaking skills.

• Knowledge of adult learning principles and instructional design.

• Excellent interpersonal, communication, and relationship-building abilities.

• Ability to coach staff and leaders at all organizational levels.

• Strong analytical, problem-solving skills, and presentation-building abilities

• Knowledge of educational terminology, theory, and methodology

• Proficiency in Microsoft Office and learning management systems.

• Ability to manage multiple projects and priorities simultaneously, and adherence to timelines

• Demonstrated commitment to patient-centered care and service excellence.

• Key Performance Indicators

• Training completion and participation rates.

• Improvement in patient experience scores.

• Employee engagement related to patient experience initiatives.

• Reduction in patient complaints and service-related concerns.

• Positive feedback from training participants and departmental leaders.

• Successful implementation of patient experience improvement plans.

• Ability to travel between organizational off-sites as needed.

• Ability to facilitate face-to-face and virtual training sessions.

• Prolonged periods of standing, presenting, and computer work.

• Core Competencies

• Coaching and Development

• Patient-Centered Focus

• Service Excellence

• Communication

• Collaboration

• Emotional Intelligence

• Change Leadership

• Accountability

• Continuous Improvement

To Apply: For fullest consideration click on the Apply Now button, please fully complete all sections of the online application including adding your full work history with specific details of your duties & responsibilities for each position held. Fully complete the education, licensure, certification and language sections. You may upload a resume, cover letter, certifications, licensures, transcripts and diplomas within the application.

Please note that once you have submitted your application you will not be able to make any changes. In order to revise your application you must withdraw and reapply. You will not be able to reapply after the posting close date. Please ensure the application is fully completed and all supporting documents have been uploaded before the posting close date. Illinois Residency is required within 180 days of employment.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

The university provides accommodations to applicants and employees. Request an Accommodation

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.