Patient Experience Spec II

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.

Essential Job Functions & Accountabilities

• 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.
• Aids 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.
• Interacts effectively with peers, medical staff, patients and their family members, community groups, and other healthcare consumers in a manner that positively promotes patient centered care values.
• Acknowledges and supports the information desks and volunteers when patient and/or family members have concerns.
• Interacts sensitively with diverse populations and exhibit empathy toward individuals in all situations.
• Promotes and make recommendations for process changes to improve overall patient and family experience in JPS system.
• Acts as patient liaison and/or patient navigators assisting all patients, including LEP persons with linguistic, safety, medication, and/or systemic concerns that may impact care.
• Attempts to resolve patient complaints immediately by referring complaints to the appropriate resource.
• Surens that patient’s questions and concerns related to the treatment plan are appropriately addressed and documented.
• Communicates adverse trends or adverse conditions to the provider.
• Transcribes complex medical reports educational material, and instructions for patients or providers as requested, District policy and procedures, and IRB program research study survey tools as requested, as appropriate.
• Adheres to the National Council on Interpreting in Healthcare (NCIHC) Interpreters Code of Ethics and Interpreter Standards of Practice, Cultural and Linguistic Appropriate Services (CLAS) standards, and TJC language access standards, as appropriate.

Qualifications

• High School Diploma, GED or equivalent.
• 2-4.99 years of relevant experience.
• Must pass language assessment proctored by an approved third party vendor, if acting as an interpreter.
• Recognized 40-hour medical interpreter training (e.g. Bridging the Gap, Texas Association of Healthcare Interpreters and Translators Association, or community college medical interpreter training certificate, or other approved training) within 90 days of start date, if acting as an interpreter.