Patient Experience Specialist

Patient Advocate

At Ivinson Memorial Hospital we are committed to excellence, trust, healing, and integrity. We pride ourselves in providing compassionate, world-class care to our community. At Ivinson we offer a competitive total rewards package including; full medical, dental, and vision insurance, retirement plans, paid time off and tuition reimbursement opportunities. Ivinson aims to improve the care provided for our patients and create a work-life balance for our employees by creating a culture of transparency, teamwork, accountability, and trust.

ESSENTIAL FUNCTIONS

• Serves as the primary Patient Advocate for IMH, monitoring, documenting, investigating, and coordinating timely resolution of patient complaints and grievances in accordance with hospital policies and regulatory requirements.
• Promotes a patient-centered culture by advocating for patients and families and identifying opportunities to improve communication, service, and the overall patient experience.
• Partners closely with the Performance Improvement (PI) Coach on patient experience initiatives, improvement activities, and service excellence efforts; receives ongoing mentoring and develops competency in patient experience performance improvement practices.
• Learns and maintains proficiency in patient experience reporting, including running, reviewing, and distributing patient survey and experience reports to appropriate department leaders.
• Assists the PI Coach and Quality Department with monitoring patient experience data, identifying trends, and supporting improvement initiatives based on patient feedback and survey results.
• Helps coordinate hospital-wide patient experience initiatives, including communication, follow-up, implementation activities, and tracking of action items.
• Serves as a liaison between patients, families, hospital departments, and leadership to facilitate communication, address concerns, and support timely resolution of patient experience issues.
• Coordinates with the hospital's patient survey vendor (e.g., Press Ganey) regarding reporting, hospital-specific needs, data questions, and patient experience initiatives.
• Supports the development, implementation, and monitoring of best-practice processes and procedures related to patient advocacy, grievances, patient experience, and quality improvement.
• Maintains appropriate documentation and tracking of complaints, grievances, patient feedback, and related follow-up activities; identifies recurring concerns and communicates trends to appropriate leaders.
• Serves as a general data specialist within the Quality Department, assisting with data collection, validation, analysis, reporting, tracking, and presentation for quality, safety, regulatory, and performance improvement activities beyond patient experience.
• Assists Quality Department leadership and staff with data management and reporting projects, including maintaining databases, spreadsheets, dashboards, and other tracking tools as assigned.
• Collaborates with hospital leaders and staff to support the effective use of patient experience, quality, and performance data in identifying opportunities for improvement.
• Maintains knowledge of applicable patient rights, grievance processes, patient experience standards, and regulatory requirements and applies this knowledge to daily responsibilities.
• Participates in department and hospital committees, meetings, and initiatives related to patient experience, quality, safety, and performance improvement, as assigned.

EDUCATION

• Bachelor's degree or equivalent combination of education and experience from which comparable knowledge, skills and abilities were acquired.
• Master's degree preferred.

EXPERIENCE

• At least two (2) years of experience in healthcare strongly preferred

CREDENTIALS

• N/A

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent customer service skills, including but not limited to: a friendly personality, tact, patience, empathy and a helpful, professional attitude both in person and on the telephone.
• Ability to effectively communicate with staff, managers and the general public verbally and in writing.
• Demonstrate effective listening skills.
• Excellent organization and time management skills and ability to establish priorities effectively.
• Possess exceptional problem solving skills.
• Ability to work effectively without immediate supervision.
• Ability to learn new computer software programs.
• Ability to recognize and protect confidential information.

At Ivinson Memorial Hospital, we believe that our employees are our greatest investment. That's why we are committed to fostering a supportive, empowering environment where every team member has the resources and opportunities to thrive. We know that providing world-class healthcare starts with investing in our employees, ensuring they have the tools to grow, excel, and provide exceptional care.

Our competitive and comprehensive total rewards package includes:

• Medical, dental, and vision insurance
• Paid time off: take the time you need to recharge
• Retirement plans, including 403(b) matching
• Employer-paid life and long-term disability insurance: Peace of mind for you and your family

For all employees:

• Yearly work anniversary pay increases
• Education Reimbursement; up to $2,500 annually
• Retirement plan participation
• Free certification classes: enhance your skills at no cost to you
• Health and Wellness discounts at local gyms
• Discounts at select mobile networks, local vendors, and Elitch Gardens
• Mental Health: 6 free confidential, in-person counseling sessions offered by Pathways annually
• Financial Counseling: free services through WellCents to help you take control of your financial journey
• Legal assistance and will preparation services
• Student Loan Forgiveness: Ivinson Memorial Hospital is a qualifying employer for the federal Public Service Loan Forgiveness (PSLF) program

At Ivinson Memorial Hospital, we are more than just a workplace we are a community where your growth and well-being matter. Join us in making a difference in the lives of the Laramie community and help us provide world-class care.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.