The Patient Experience Specialist is responsible for maintaining effective collaborative relationships with physicians, administrators, allied health staff, patients and their families – up, down and across the medical clinic. This position will also be responsible for working collaboratively with their assigned support and medical departments/units to manage reactive work – service recovery and complaint and grievance work duties. The Patient Experience Specialist collaborates with departments and divisions (physicians, operational leaders and frontline staff) in responding to patient concerns that are received via letter, website, comment card, in-person or telephone. The Specialist serves as a liaison between customers, patients and/or their families and the medical clinic (i.e., support, clinical departments, and administration) and provides insight and information as it relates to service recovery and complaint management processes.
The Patient Experience Specialists provides a specific channel through which patients can seek solutions to problems, concerns, and unmet needs, in both outpatient and inpatient settings. These concerns are frequently emotionally charged and complex in nature requiring investigative work on the part of the Patient Experience Specialist. The emotionally charged nature of this work requires empathic and relationship-centered communications with patients and families including face-to-face meetings, phone calls, and letter correspondence.
Minimum Education and/or Experience Required:
Bachelor’s degree plus 2 years of experience in healthcare OR 6 years of healthcare experience. Requires strong written communication skills and relationship-centered care or interpersonal skills: listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, and problem solving and crisis intervention.
$20.00 – $24.00 per hour