Patient Experience Specialist-Office of Patient Experience

Job Requisition ID: R00053086

About the role

Promotes patient and family centered care and positive experiences by collaborating with a wide variety of stakeholders. Identifies and recommends improvement opportunities based on customer feedback and insights gained through proactive consultation.

Responsibilities

• Receives concerns and compliments from customers throughout the organization using various feedback mechanisms.
• Responds to customer service issues and routes information to appropriate responders in a timely manner.
• Ensures resolution for service issues and completion of written and electronic documentation.
• Analyzes and incorporates measures of customer perception when consulting with areas of responsibility.
• Conducts education and training on service initiatives and expectations to ensure consistent practices throughout the organization.
• Manages information integrity, determines the most appropriate reporting methods for results, and disseminates reports to applicable areas.
• Collaborates with departmental staff and area leadership to develop improvement initiatives.
• Participates in activities to monitor customer service techniques and identify specific needs.
• Supports recognition activities for employees performing outstanding services.

The duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive. Management retains the right to add or change duties at any time.

Requirements

• Bachelor’s degree plus three (3) years of related experience or Associate’s degree and five (5) years of related experience.
• Verbal and written communication skills.
• Organizational and prioritization skills.
• Knowledge of healthcare systems and processes.
• Interpersonal skills.
• Problem-solving skills.
• Computer skills including but not limited to Microsoft Office products.

Physical and Environmental Demands

• Occasional traveling to offsite locations.
• Occasional activities subject to significant volume changes of a seasonal/clinical nature.
• Frequent work produced subject to precise measures of quantity and quality.
• Occasional bending, occasional lifting and carrying up to 25 pounds, occasional crouching/stooping, occasional driving, occasional kneeling, occasional pushing/pulling, occasional reaching.
• Constant sitting, frequent standing, occasional twisting, and frequent walking.

(Occasional: up to 20%, frequent: from 21% to 50%, constant: 51% or more)

Schedule

• Time Type: Full time
• Work Shift: Day
• FTE %: 100

Pay

Salary

Benefits

• FLSA Designation/Job Exempt: Yes
• Benefits Eligibility: Yes
• Grant Funded: No