Patient Service-Exp Specialist

About the role

Southcoast Health is a not-for-profit, charitable health system with multiple hospitals, clinics, and facilities throughout Southeastern Massachusetts and Rhode Island. The organization has been voted “Best Place to Work” for seven consecutive years.

Position: Patient Service-Exp Specialist
Location: St. Luke’s Hospital, New Bedford, MA

Schedule

• Full-time, 40 hours per week
• Day shift: 8:00 am – 4:30 pm
• Occasional nights and weekends may be required

Responsibilities

• Reports to the Manager, Service Excellence & Patient Experience or designee
• Work independently and collaboratively to manage and resolve complaints and grievances for the health system, requiring superior communication skills and the ability to handle sensitive patient topics
• Lead resolution of patient, family, and visitor complaints and grievances within regulatory requirements
• Review patient survey results, manage the publishing process, and provide analysis of customer service outcomes to identify strategies and plans for service excellence and patient experience improvement
• Prepare and provide monthly accountability reports
• Develop, implement, lead, and/or participate in customer service and patient relations initiatives for Patient Care Services across Southcoast Health
• Manage and support critical service excellence and patient experience vendor relationships

Qualifications

• Bachelor’s degree in Healthcare Administration, Behavioral Science, Management, Marketing, Communications, Hospitality, or comparable experience required; Master’s degree in a related field preferred
• Minimum of three years of relevant experience in customer service, health care, hospitality, retail, or patient advocacy required
• Experience in benchmarking, data interpretation, and analysis related to market trends required
• Knowledge of healthcare environment and regulatory requirements regarding patient rights preferred
• Excellent interpersonal, customer service, organizational, and team‑building skills required
• Excellent facilitation, consultative, and presentation skills required for educating and training
• Must be fully vaccinated against seasonal influenza and COVID‑19, or qualify for a medical or personal exemption by signing a certification statement upon hire

Benefits

• Culture of well‑being embracing diversity and inclusion
• Competitive pay and comprehensive benefits package
• Generous Earned Time Off package
• Employee Wellbeing Program
• 403(b) Retirement Plan with company match
• Tuition assistance and Federal Loan Forgiveness programs
• Professional growth opportunities and customized leadership training

Benefits available to regular‑status employees scheduled to work a minimum of 24 hours per week.

Pay

Annual salary range: USD $54,579.20 – $91,748.80, determined based on level of experience.