Patient Services Representative

Patient Experience Advocate

It's more than a career, it's a calling.

MO-SSM Health DePaul Hospital - St. Louis

Worker Type: Regular

Job Highlights:

Make a meaningful impact on the patient experience by serving as a trusted advocate for patients, families, and care teams. In this role, you'll lead service recovery efforts, resolve complex concerns, identify opportunities for improvement, and partner across the organization to enhance patient satisfaction, loyalty, and quality outcomes. If you're passionate about communication, problem-solving, and creating exceptional healthcare experiences, this is an opportunity to drive positive change every day.

Scheduling & Logistics:

• The position is hybrid.
• Candidates must reside within the metro St. Louis region.
• Standard work schedule is Monday through Friday, 8:00 AM to 4:30 PM.
• There is no on-call requirement.

Skills & Matching Criteria:

• Ability to build relationships.
• Detail oriented.
• Knowledge of patient experience.
• Experience with SAS software is beneficial.
• Experience with Power BI is beneficial.

Job Summary:

Enhances the patient and customer experience by analyzing feedback, coaching teams and guiding improvement initiatives through development of effective and consistent implementation of customer service strategic initiatives across the system. Partners with leaders and frontline staff in identification of customer service-related performance improvement strategies and management of complaint and grievance resolution with compassion and timeliness, ensuring appropriate escalation of issues. Builds effective communication pathways to support continuous improvement across the organization.

Job Responsibilities and Requirements:

• Provides analysis, education and coaching needed to build improved exceptional patient experiences.
• Collaborates and coaches select areas and/or departments involving senior leadership, department managers and frontline staff to develop and implement strategies to improve the patient experience as measured by patient experience surveying.
• Utilizes specialized knowledge and metrics related to patient experience surveys as well as patient and physician experience scores, assists in the development of programs and services designed to improve scores by initiating strategic training, coaching and tactics.
• Accountable for analyzing and utilizing patient experience score/ feedback and metrics from a variety of sources (patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager/staff perspectives) to formulate recommendations for improving scores and improving the patient experience.
• Builds reporting mechanisms and paths of communication to advise and engage key partners in identifying, developing and implementing targeted improvement initiatives.
• Builds relationships and fosters open communication to facilitate coaching. Develops in-services, delivers and facilitates educational programs, targeted coaching/training and facilitates coaching related to the utilization of the patient experience survey reporting system, customer service trends, and other methodologies to improve the patient experience.
• Promotes patient and customer satisfaction by facilitating resolution of complaints and grievances in a timely, respectful and compassionate manner consistent with applicable licensing, regulatory and/or accreditation requirements, as well as organizational policies and procedures. Employs exceptional oral and written responses to patient and customer complaints and grievances.
• Enhances the customer experience by identifying and providing prompt patient experience and recovery referrals referrals to appropriate stakeholders to allow sufficient time for investigation and resolution with defined timeframes. Provides timely referrals of defined issues to responsible parties. Serves as a liaison and consultant to committees, senior leadership, ministry leaders, and teams to coach on service excellence improvement opportunities.
• Works in a constant state of alertness and safe manner.
• Performs other duties as assigned.

Education:

• Associate's degree or equivalent years of experience and education

Experience:

• Five years' experience

Physical Requirements:

• Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs.
• Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements.
• Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors.
• Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc.
• Frequent keyboard use/data entry.
• Occasional bending, stooping, kneeling, squatting, twisting and gripping.
• Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs.
• Rare climbing.

Required Professional License and/or Certifications:

• None

Department: 8745000033 Patient Experience

Work Shift: Day Shift (United States of America)

Scheduled Weekly Hours: 40

SSM Health is an Equal Opportunity Employer. SSM Health provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, gender, pregnancy, sexual orientation, gender identity, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.