Patient Experience Specialist

Hours: M-F Day

Full Time: 40 hours/Week

100% on site - Rotating between West Hospitals and York Hospital

General Summary

Serves as a patient relations resource for patient, families, and care teams. Dedicated to and focused on the best possible human experiences, monitors the prompt investigation, review, resolution, and response by assigned manager to regional grievances, concerns, or inquiries. This work may require occasional contact with the patient or family and final grievance letter at times. Under direction of supervisor, collaborates with regional Performance Improvement, Quality and Safety leaders to understand and improve the care experience. Collaborates with CareLine Specialists on ensuring accurate friction point information is maintained in CRS and is a resource to local leadership on identifying friction for improvement through CRS tools. Patient Experience Specialist will assist with assigned human experience education, observation, and improvements in collaboration with Regional Director PX and Director Patient Experience/Careline.

Essential Functions:

• Monitors needed responses to incoming grievances, concerns, and general patient family feedback so that prompt responses are provided by care leaders. Serves as a resource to partner with care leaders in complex grievance/concern situations.
• Contacts patient or family for acknowledgement of receipt of grievance, clarification of issues and assurance of follow up as needed.
• Reviews CRS data for trends and opportunities for improvement and shares with Manager, Data Analytics to be incorporated into leader reports.
• Demonstrates relationship centered communication in all encounters with patients, families, and staff.
• Participates in monthly team data review and analysis; may do presentations to teams to improve data literacy.
• Serves as a regional resource in collaboration with Regional Director for guidance on system experience strategies including coaching, education, and best practices.
• Works with patients for input, stories and feedback structured to inspire and attain improvements
• Builds relationships with regional leaders to support regional and local patient experience efforts.
• Leads local and regional projects as requested by Regional Director PE
• Participates in mapping, observations, interviewing and other opportunities to learn the patients' views.
• Represents the patients' voice in assigned project and PI efforts and in grievance and concern resolutions.

Qualifications

Minimum Education:

• Associates Degree Required
• Bachelors Degree Preferred

Work Experience:

• 3 years Professional experience in a Healthcare environment. Required
• Experience with Performance Improvement preferred
• Experience with Patient Experience preferred
• Experience with Data Analysis preferred
• Solid presentation skills preferred

Knowledge, Skills, and Abilities:

• Excellent collaboration and communication skills, as demonstrated by active listening, open discussion, giving and receiving constructive and positive feedback, and providing accurate and complete information in a timely manner.
• Strong assessment skills.
• Exercises respect, integrity, and fairness in all interactions.
• Strives to prevent and resolve conflict and to build an environment of trust among the team.
• Microsoft Excel.