Patient Experience Specialist for the Brain Health Network

Columbia, SC – Full-time, 40 hours per week, standard working schedule 8:30 AM – 5:00 PM with flexibility to meet department needs. Time-limited position for 12 months.

About the role

The Patient Experience Specialist serves as the first point of contact for patients, families, and visitors at the USC Brain Health Center. This role is responsible for creating a welcoming and supportive environment by greeting individuals upon arrival, assisting with wayfinding, and managing incoming telephone communications. The ideal candidate demonstrates excellent customer service skills, professionalism, and the ability to efficiently handle high-volume interactions in a healthcare setting.

Responsibilities

• Greets all guests in a friendly, courteous, and professional manner upon entry to the Center. Provides clear directions and wayfinding assistance within the facility and offers to escort when giving directions. Assists patients with check-in processes as needed or directs them to the appropriate staff. Actively monitors lobby and waiting areas to ensure a welcoming, organized, and safe environment. Anticipates patient needs and proactively offers assistance. (40%)
• Serves as the primary point of contact for all incoming calls to the USC Brain Health Center. Answers, screens, and routes calls to appropriate departments or staff in a timely manner. Provides accurate information regarding clinic services, hours of operation, and general inquiries. Maintains professionalism and empathy in all telephone interactions. (30%)
• Collaborates with clinical and administrative staff to ensure smooth patient flow. Communicates patient arrivals or concerns to appropriate team members. Supports front desk operations during peak times as needed. Maintains confidentiality and compliance with HIPAA and organizational policies. (20%)
• Assists with basic clerical tasks such as data entry, scheduling support, or document handling. Helps maintain updated contact directories and reference materials for call routing for all brain health personnel. (5%)
• Performs other duties as assigned. Serves as an active member of the department team. (5%)

Requirements

• High school diploma or GED.
• 2 or more years of job-related experience.
• Experience in administrative coordination, office administration, customer service, and/or operational support functions.

Skills

• Exceptional interpersonal and communication skills.
• Strong customer service orientation with a patient-centered approach.
• Ability to multitask and manage high call volumes in a fast-paced environment.
• Professional demeanor and appearance.
• Basic computer proficiency (e.g., phone systems, scheduling software, Microsoft Office).
• Strong organizational skills with the ability to manage multiple concurrent tasks and maintain confidentiality.

Pay

Anticipated hiring range: $40,269 – $58,390 per year.

Benefits

Research Grant or Time-Limited positions may be eligible for all, some, or no benefits, including:

• Health and life insurance.
• Generous paid leave (annual and sick leave).
• Retirement programs through the State of South Carolina and Public Employee Benefit Authority (PEBA).