PATIENT EXPERIENCE SPECIALIST (TEMP)

About the role

The Patient Experience Specialist acts as a liaison between patients and NEMS clinic staff to improve care quality. They assist patients with questions and processes at NEMS locations.

Responsibilities

• Act as the point of contact for patients, families, and visitors upon arrival at clinic
• Greets patients as they walk into the clinic
• Helps patients to navigate the check-in process
• Directs patients to the kiosk and/or front desk area to check in. Check in patients directly, as needed.
• Informs patients which floor(s) and/or areas in the clinics to go to see providers and complete related check-in processes
• Surveys waiting rooms to make sure patients are not waiting too long
• Works with Front Desk and Medical Assistants for updates if patients are waiting too long
• De-escalate conflict and challenging scenarios
• Identify and provide feedback on trends to enhance patient satisfaction and improve CAHPS scores
• Promote and lead a culture of empathy and service excellence
• Perform other job duties as required by manager/supervisor

Qualifications

• Associate’s degree is required. Bachelor’s degree preferred.
• Experience in a healthcare or high-quality customer service setting is preferred.
• Excellent verbal and non-verbal communication skills
• High levels of empathy, emotional intelligence, and conflict resolution skills
• Professional and courteous behavior via communication and dress code
• Tremendous problem-solving skills
• Ability to de-escalate tense and difficult situations
• Experience with Microsoft Office suite and technology preferred
• Experience in electronic health record systems (EPIC) is a plus
• Quick learner to understand the workflows in the respective clinics
• Must travel between NEMS locations to provide coverage as needed

Requirements

• Must be able to fluently speak, read and write English
• Fluent in Chinese (Cantonese and/or Mandarin), Vietnamese, Spanish and other languages is highly preferred, depending on location
• Fluency in other languages is an asset.

Benefits

• Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children;
• Company contribution to 401(k).