Senior Patient & Customer Experience Specialist

Job Description

Collaborates and facilitates inter-departmental functions to support optimal patient and customer experience. Fosters and maintains relationships with key stakeholder leaders and teams to promote patient and family centered care culture, care delivery and hospitality.

Job Responsibility

Role models Culture of C.A.R.E. and patient-centered organizational values. Initiates and maintains ongoing communication with patients, families and team.
Creates, implements and evaluates patient/customer experience-based programs, projects and initiatives.
Gathers and analyzes internal and external best practices to develop presentations, documents and reports; shares findings with leadership.
Demonstrates advanced understanding of how to collect and interpret patient experience feedback, data and performance metrics.
Collaborates with site-based leadership to lead and sustain patient experience strategic plan.
Participates in patient/customer experience improvement efforts; provides support for meetings and events.
Coordinates and presents educational and training programs aimed at engaging team members in patient/customer experience culture.
Engages team members and provides emotional support to patients, families, visitors and team members (ie during proactive rounding, phone calls and/or other interactions).
Performs service recovery, follows policies/procedures regarding concern and complaint management, escalates to leadership, when appropriate.
Operates under limited guidance and executes work assignments that are moderate to high complex.
Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

• Bachelor's Degree required, or equivalent combination of education and related experience.
  3-5 years of relevant experience, required.
• Experience with Patient Experience, Patient Relations, or Customer Experience as a dedicated function highly preferred
• Experience with survey analytics, Voice of the Patient/Customer, service recovery, journey mapping, change management, and coaching teams through improvement work highly preferred
• Strong process and performance improvement background, comfortable analyzing data, identifying trends, getting to the root cause of an issue, and understanding what is happening operationally highly preferred
• The ability to partner with teams to translate those insights into action, measure the impact, and adjust when something isn’t working highly preferred

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*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).