The Patient Experience Strategist jobs and careers

About The Patient Experience Strategist

The Patient Experience Strategist builds patient experience infrastructure for healthcare organizations. Founded by Ebony Langston — a fractional CXO, PX strategy consultant, and Certified Chief AI Officer with 20+ years of operational experience across Fortune 100 healthcare payers and providers — the firm helps health systems, health tech companies, and healthcare BPOs transform patient experience from a soft metric into a measurable revenue driver. We don't advise from the outside. We come in, audit the current state, build the operational systems, enable the team, and leave behind infrastructure that runs without us. What we build: — CX diagnostics and trust measurement (Trust Algorithm™) — Patient lifecycle design and engagement playbooks — Contact center architecture, staffing models, and governance — AI implementation strategy using the 3A Framework™ (Automate → Augment → Amplify) — Team enablement with competency standards and training curricula — Executive dashboards connecting patient experience to margin performance Our core thesis: trust gaps are unequally distributed across patient populations. High-trust health systems achieve 4.7% operating margins versus 1.8% for low-trust systems — a 2.6x profitability advantage. Closing trust gaps is both a moral imperative and a growth strategy worth $320 billion annually. Engagement models: → PX Hub Implementation Workshop — Strategic session for leadership teams designing their transformation roadmap → Fractional CXO Engagement — 3–6 month embedded partnership to build infrastructure and transfer ownership → Trust Blueprint™ — Scaled trust-building framework for independent and specialty wellness practices The Patient Experience Strategist newsletter reaches healthcare leaders weekly with frameworks at the intersection of AI, operations, and patient trust. IPX Congress NYC 2026 Silver Partner.