Patient Experience Spec II

About the role

JPS Health Network is a $950 million, tax-supported healthcare system in North Texas. Licensed for 582 beds, the network features over 25 locations across Tarrant County, with John Peter Smith Hospital a Level I Trauma Center, Tarrant County's only psychiatric emergency center, and the largest hospital-based family medical residency program in the nation. The health network employs more than 7,200 people. Acclaim Multispecialty Group is the medical practice group featuring over 300 providers serving JPS Health Network. Specialties range from primary care to general surgery and trauma. The Acclaim Multispecialty Group formed around a common set of incentives and expectations supporting the operational, financial, and clinical performance outcomes of the network. Our goal is to provide high quality, compassionate clinical care for every patient, every time. Why JPS? We're More Than a Hospital. We're 7,200 Of The Most Dedicated People You Could Ever Meet. Our Goal Is To Make Sure The People Of Our Community Get The Care They Need And Deserve. As Community Stewards, We Abide By Three Rules Of The Road Own it. Everyone who wears the JPS badge contributes to our journey to excellence. Seek joy. Every day, every shift, we celebrate our patients, smile, and emphasize positivity. Don't be a jerk. Everyone is treated with courtesy and respect. Smiling, laughter, compassion - key components of our everyday experience at JPS. When working here, you're surrounded by passion, diversity, and dedication. We look forward to meeting you! For more information, visit www.jpshealthnet.org . To view all job vacancies, visit www.jpshealthnet.org , www.jpshealthnet.org/careers , or www.teamacclaim.org . Location Address: 1500 S. Main Street Fort Worth, Texas, 76104 United States.

Job Summary: The Patient Experience Specialist II acts as the primary representative of the Patient Experience Team and serves as a liaison between patients, family members, visitors and clinical staff. This position works to identify concerns and facilitates communication with the patient care team to improve overall patient experience. The Patient Experience Specialist also has the ability to partner with departmental unit heads to creatively solve problems and must be able to develop and maintain a very high level of expertise in the concepts, practice and evolution of service excellence. This position is also responsible for providing meaningful language access services (LAS) to Limited English Proficient (LEP) healthcare consumers from diverse socioeconomic and cultural backgrounds.

Responsibilities

• Listens to patients’ and families’ feedback about level of care and/or facility conditions; determine appropriate health care team member or department, communicate concerns and facilitate resolution.
• Provide timely feedback to patient.
• Available to provide immediate assistance, interventions or strategies related to difficult patient/family/visitor issues.
• Assists in monitoring department/unit patient satisfaction and partners to create interventions to meet specific needs.
• Communicates with patients, families and other visitors regarding policies, protocols, rights and responsibilities; coach staff and providers on communication styles and cultural perspectives for best patient interaction.