Patient Experience Specialist

Job Purpose & Position Overview

Reporting to the Director of Quality, the Patient Experience Specialist will be working together with TCUH patient care team to guide a positive patient experience during clinic, ED and Inpatient visits as well as other interactions, serving as an ambassador for TCUH. The Patient Experience Specialist will follow the TCUH core values and mission to empower people, inspire hope and transform lives of patients. Collaborate to implement, manage, evaluate and adjust strategies to build loyalty and place the patient at the center of all we do to advance achievements. On a typical day, you will be building relationships with patients and TCUH, responsible for checking in and thoughtfully engaging with your patients, identifying their care gaps with goals of patients having the best experience. Additionally, the Patient Experience Specialist will be responsible for directing all patient inquiries or complaints and seeing them through to a satisfactory resolution, explaining policies when needed. The position will require strong relationship building skills as well as strong customer skills for a seamless patient care experience with direct patient care staff, patients and patient family.


Specific Job Duties/Responsibilities:

• The incumbent will be responsible for the coordination of the Hospital Grievance Program as follows:
• Interact with patients by conducting purposeful patient rounding.
• Educating, encouraging and providing one on one tutorials to patients on the importance of completing patient satisfaction surveys.
• Provide scheduled and at the elbow education to all patient centered staff on optimal customer service tips and communication best practices
• Ensure all Grievance Program activities and requirements are implemented and in compliance.
• Participate in internal investigations as necessary, including data extraction, evaluation and trending, leading ad hoc meetings and teaching.
• Serve as coordinator and facilitator of the Grievance Committee.
• Maintain monthly meeting minutes, along with any ad hoc meeting minutes
• Conduct ongoing Patient Satisfaction Surveys, compile/graph data to track trends and identify opportunities for improvement.
• Develop strategies to coordinate appropriate plans to prepare for CMS certification and to achieve compliance with CMS Conditions of Participations as it pertains to the grievance program.
• Assist the Quality Management Director in providing ongoing continuous organizational survey readiness for CMS.
• Complete and maintain a complaint and grievance log.
• Identify potential problems or concerns in the area of patient care based on trends from data collected and analyzed. Monitor corrective action plans to ensure resolution and improve patient care outcomes in the patient care units in collaboration with hospital wide departments.
• Compile acknowledgement letters and resolution letters to the patients in the event a grievances is initiated.
• Work closely with supervisor's hospital-wide to initiate the grievance processes.
• Provide orientation regarding the grievance program to staff as needed.
• Coordinate patient engagement programs, such as a Patient-Family Advisory Council.
• Work closely with the Quality Management Department, to ensure complaints and grievances are elevated appropriately that need additional risk assessment and reviews conducted through the Risk Management program.
• Review and update the Grievance Plan and appropriate documents as needed.
• Update and report Grievance Committee activities to the Quality Management Committee and Governing Body.
• Perform duties in accordance with current applicable laws, organizational policies, and CMS Conditions of Participation to ensure patient concerns are appropriately addressed.
• Active participation of Employee Engagement projects, services and activities

Required Qualifications/Skills:

• Must possess a high school diploma or verifiable GED certificate
• Two years of Customer service experience required, preferable in healthcare
• Broad knowledge of American Indian/ Alaska Native cultures, Trauma-Informed Care, respectful of tribal beliefs. Strong understanding of Customer Relations skills and techniques
• Broad and functional knowledge of laws and regulations governing a hospital and healthcare system.
• Knowledge of standards and regulation used by regulatory bodies of the state and federal government as well as non-government regulatory bodies- e.g., CMS, EMTALA, Privacy Act, HIPAA, etc.
• Effectively organize, prioritize and manage priorities and overlapping projects and deadlines.
• Knowledge of CMS regulations addressing Patient Rights and Quality Assessment/ Performance Improvement.
• Possess knowledge and ability to identify and prioritize problems, establish criteria, select and implement appropriate data collection techniques, interpret statistical measurements, be a critical thinker and possess the ability to make recommendations and implement changes to include appropriate documentation and record keeping requirements.
• Possess exceptional computer skills necessary to extract, compile and enter data for required reports, educational, and hospital presentations (Electronic Medical Record systems, PowerPoint, iCare, Excel, Word).
• High degree of accuracy and attention to detail.
• Excellent verbal and writing communication skills and the ability to speak professionally before large and small audiences and diverse populations.
• Ability to work independently with minimal supervision and work collaboratively as a team with other hospital staff members.
• Safeguard sensitive information and possess a thorough understanding of HIPAA confidentiality regulations.
• Ability to comply with WCHS policies and procedures.

Physical Requirements:

• Normal to light office work which includes the ability to lift up to 10 lbs.
• Regularly required to walk, stand, and sit for extended periods of time and use hands to operate computer keyboard, phone, and various office equipment.

Cognitive Requirements:

• Reading, writing, calculating
• Above average social interaction skills
• Reasoning/Analysis
• Works with minimal to no supervision

Language Requirements:

• Must possess the ability to read, write, and speak the English language fluently.
• Must be able to continually and effectively employ professional verbal and written communications skills.

Certificates, Licenses & Registrations:

• All applicants will comply with 45 CFR 1301, Subpart D, Section 1301.31, C and D, which require all prospective employees to sign a declaration prior to employment regarding all arrests and convictions of child abuse or violent felonies and to comply with PL 101-630 and PL 101-637 regarding criminal records check.

Please note the position description duties, responsibilities, and activities may change at any time with or without notice.


WCHS is an equal opportunity employer.

All applicants must comply with 45 CFR 1301, Subpart D, Section 1301.31 C and D, which require all prospective employees to sign a declaration prior to employment regarding all arrests and convictions of child abuse or violent felonies and comply with PL 101-630 and PL 101-637 regarding criminal records check. As provided by Federal Law, all qualified Native American and Veteran applicants shall receive preference over Non-Native American applicants. In the absence of qualified Native American applicants, consideration will be given to all other applicants without regard to race, color, religion, gender, gender orientation/identity, national origin, age, marital status, veteran status, genetic information, disability or any other reason prohibited by law in provision of employment opportunities and benefits. WCHS participates in E-Verify.