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SUMMARY
The Hospice Caregiver Experience Specialist is responsible for analyzing all aspects of caregiver experience across hospice agencies, including Hospice CAHPS results, caregiver complaints, service recovery patterns, and overall engagement feedback. This role identifies trends, insights, and opportunities for improvement and partners with agency leaders to design and implement strategies that strengthen caregiver trust, satisfaction, and confidence in hospice care. The Specialist reviews qualitative and quantitative caregiver data, evaluates service delivery touchpoints, and develops process improvements that enhance the overall caregiver journey.
The role focuses on elevating caregiver experience through data analysis, complaint trending, workflow improvements, communication enhancements, and ongoing monitoring of key performance indicators.
KEY RESPONSIBILITIES
Caregiver Experience Data and Trend Analysis
Review Hospice CAHPS results and identify key drivers of caregiver satisfaction or dissatisfaction.
Analyze caregiver complaints, service recovery reports, and grievance logs to identify recurring trends or systemic issues.
Develop consolidated dashboards that integrate CAHPS data, complaint patterns, and other experience indicators.
Evaluate root causes of experience gaps and present findings to agency and corporate leadership.
Experience Improvement Strategy
Identify opportunities to improve caregiver communication, responsiveness, support, and overall service experience.
Develop targeted interventions and best practices that enhance caregiver interactions at critical points such as admission, crisis periods, care transitions, and end-of-life support.
Recommend workflow and communication improvements to strengthen caregiver readiness and perception of hospice care.
Support the development of tools, scripts, guides, and caregiver-facing materials that improve clarity and consistency.
Service Recovery and Complaint Support
Review complaint themes and escalate emerging risks or gaps in service delivery.
Partner with agency leadership to improve service recovery processes and reduce repeat issues.
Provide coaching to agency leaders on effective complaint handling, communication standards, and service excellence expectations.
Monitor the resolution of escalated caregiver concerns and track follow-up actions.
Agency Coaching and Operational Support
Work directly with Executive Directors and Clinical Managers to develop and execute caregiver experience action plans.
Provide site-based and virtual support for agencies needing targeted CAHPS or complaint-related improvement.
Facilitate discussions about best practices, communication improvement strategies, and service standards across agencies.
Cross-functional Collaboration
Partner with Quality, Compliance, Operations, and Hospice Education to ensure caregiver experience goals align with organizational initiatives.
Collaborate with Hospice Education to support training related to customer service, empathy, communication, and service recovery.
Engage with Operations to ensure workflow updates support improved caregiver interactions.
Performance Monitoring and Reporting
Maintain routine reporting on caregiver experience metrics, including CAHPS trends, complaint volumes, and common service gaps.
Track the effectiveness of implemented interventions and provide ongoing feedback to leadership.
Develop scorecards or dashboards to support agency-level accountability and visibility.
Caregiver Communication and Engagement
Support creation of caregiver education tools, communication standards, and touchpoint guides.
Recommend improvements to caregiver outreach, feedback collection, and proactive communication during the hospice journey.
Help standardize messaging that strengthens caregiver trust and alignment with hospice鈥檚 mission and values.
Other Duties
Participate in meetings, workgroups, and strategic initiatives related to caregiver experience.
Maintain confidentiality of all caregiver feedback and complaints.
Perform other duties as assigned.
MANAGEMENT RESPONSIBILITIES
This position does not have direct reports. It provides functional leadership and support to agency teams by helping them interpret caregiver feedback, understand experience drivers, and implement improvement strategies.
QUALIFICATIONS
Required
Minimum three years of experience in hospice, healthcare quality, patient or caregiver experience, or service excellence.
Strong understanding of Hospice CAHPS domains, scoring, methodology, and drivers.
Experience analyzing qualitative and quantitative feedback, including complaints and grievances.
Ability to develop action plans and lead process improvement initiatives.
Strong communication, facilitation, and coaching skills.
Proficiency with Microsoft Office, dashboards, and reporting tools.
Ability to travel up to 25 percent.
Preferred
Hospice experience strongly preferred.
Experience in patient or caregiver experience programs, complaint management, or service excellence.
Background in process improvement or customer service training.
EDUCATION AND CREDENTIALS
Bachelor鈥檚 degree preferred. Equivalent experience considered.
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This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
We are an Equal Opportunity Employer.
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