The Education & Service Excellence Intern supports the Patient experience team in fostering a culture of compassion, responsiveness, and extraordinary caring across the organization. This hands-on internship assists with implementing patient experience strategies, responding to patient feedback, and contributing to practice visits. The intern plays a key role in ensuring every patient’s voice is heard and supports the translation of feedback into timely, meaningful action. 

As part of a team that partners closely with operational and clinical leaders, the intern will contribute to initiatives that enhance service excellence, strengthen patient feedback processes, and support staff recognition efforts. The role emphasizes a proactive, data-informed approach to improving the patient experience, with responsibilities spanning education, relationship building, and experience trend monitoring.

Key Responsibilities

Education & Service Excellence 

Learn the Extraordinary Caring in Action (ECA) framework and support its application across departments Assist in the Train-the-Trainer logistics, including preparing materials and coordinating sessions Support tracking, evaluations, and documentation for education sessions and behavioral-based audits.

Patient Relations

Learn the full workflow for handling patient concerns, including intake, investigation, and documentation Shadow patient relations staff to observe de-escalation techniques and empathetic communication Assist with tracking trends, preparing monthly summaries, drafting follow-up letters, and organizing documentation to support timely case closure. 

Patient Experience Liaison Support

Understand leader rounding practices and site readiness reviews used to proactively assess patient experience Shadow practice visits and assist in mapping workflows tied to patient experience Prepare talking points or briefs to support rounding and recognition efforts Support small improvement pilots that reinforce compassionate communication and staff engagement