Care Experience Specialist

About the role

The Care Experience Specialist (CXS) serves as the first resource for patient, family, or consumer concerns or inquiries. They identify, investigate, and mitigate point-of-care concerns to prevent escalation to grievances, which may result in regulatory agency reviews. The CXS collaborates with multidisciplinary teams to reduce and prevent adverse experience outcomes, minimizing patient and family suffering while supporting patient loyalty and building the Henry Ford Health brand.

Responsibilities

• Serve as the first point of contact for patient, family, or consumer concerns or inquiries.
• Identify, investigate, and mitigate point-of-care concerns to prevent escalation to grievances.
• Collaborate with multidisciplinary teams to reduce and prevent adverse experience outcomes.
• Support initiatives that enhance patient loyalty and strengthen the organization’s brand.
• Lead or facilitate multidisciplinary process improvement initiatives (preferred).
• De-escalate difficult situations and provide a calming presence for upset patients, families, or team members.
• Interpret and apply policies, procedures, and regulations related to patient experience, quality, risk, and safety.
• Recognize psychosocial factors affecting patients and families and connect them with appropriate internal resources.
• Independently manage multiple priorities and meet competing deadlines.

Requirements

• Bachelor’s degree required or 1–3 years of equivalent experience in direct intervention and management of customer experience, risk, and safety events.
• Experience leading multidisciplinary process improvement initiatives as a team leader or project facilitator (preferred).

Skills & Qualifications

• Strong commitment to service excellence.
• Excellent verbal and written communication skills, with the ability to communicate effectively with diverse internal and external populations.
• Strong critical thinking skills, with the ability to identify and guide process improvement opportunities.
• Excellent interpersonal, negotiation, diplomacy, conflict resolution, and customer service skills.
• Proficient in using information technology to communicate, manage information, and support decision-making.
• Flexible and able to work effectively in a collaborative, team-based environment.
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook/email, and internet navigation.

Shift: Day